As part of an ongoing series, we are providing an inside look at the the EducationDynamics team. These quick Q & A’s with the people that make sure our client campaigns are successful will shed some light on how we make it all happen. This week I interviewed Chris Gilmore, he oversees our Enrollment Management and Contact Center team and strategy in Boca Raton.
Chris Gilmore, Vice President of Enrollment Management & Contact Center Operations
How Long Have You Been in the Enrollment Management Services group at EducationDynamics? 10 Months
Previous role: Chief Operating Office – Educators Serving Educators, a non-profit higher ed consulting division of Excelsior College What do you do here? I work with our leadership teams on both sides of the contact center to ensure we have the people, processes, and systems in place to exceed our client’s expectations. I also work closely with EMS clients to make sure we’re aligned with their performance expectations for the partnership.
You came from the client side, what is something you’ve learned now that you are helping run an agency? I definitely have a higher appreciation for the work that goes into balancing external and internal challenges and expectations.
How do you help our clients? The #1 thing I can do for our clients is ensure we have the best of the best on their account. Our clients hire us to be an extension of their own teams so I take hiring, training, and culture very seriously. In many cases, we have access to data, performance systems, and technology that our clients may lack internally at their own institution. A big part of my role is ensuring they’re getting the benefit of these features through their work with our teams.
Why the Enrollment Management Services (EMS) team? People and culture are important to me. It’s one of the main things that drew me to the role at EducationDynamics. There’s a sense of ownership and hustle in the EMS division that helps us get things done for our clients. The ownership culture is at all levels here – not just senior leadership and that makes a big difference.
What is the most memorable campaign you’ve worked on here? All campaigns are memorable! I’m not supposed to say that, right?
Why higher education? I’m a first-generation college graduate so I know firsthand the impact education can have on an individual. I’ve considered other fields at various points in my career but at the end of the day, I’m hooked on higher ed.
How did you get into higher ed? – My original career track was clinical mental health. My Bachelor’s is in psychology and after a brief stint in the field prior to grad school, I realized I was terrible at it and it wasn’t what I wanted to do. I needed to pay the bills and happened upon a position as an Enrollment Advisor, working with adult online learners. I loved working with prospective students and have been fortunate enough to work for and with some amazing mentors along the way that helped me build a career out of it.
What is a challenge that schools are having today? Many schools are making strides in serving students – particularly adult online students. I think one of the biggest challenges is being able to meet the expectations of consumers who are used to instant responses and optimized online experiences. Having the scale and the technology to respond to prospective students is challenging but it’s critical and there are solutions.
What do you love about Boca Raton? Our contact center operation is based out of Boca so, of all our sites, I think we’re closest to the prospective student experience here. Our teams work in a pretty open work space so there’s a constant buzz and energy. Also, the south Florida sunshine and winter temperatures help.
Do you want more of Chris? Earlier this year he presented a webinar on “Developing a Contact Strategy for Enrollment“.
You can download the recording here to watch on-demand.