In my role as a Student Lead in the Office of the Registrar Call Center, I’ve taken on a large role in onboarding and training new student employees as they start handling calls on their own. Our office helps a mix of people, such as students, parents, faculty, and staff, so there’s a wide range of questions that come in, and new employees have to get comfortable with that pretty quickly.

So far, I’ve trained over 15 student employees through onboarding, shadowing, and guided call practice. When I train, I don’t just go over steps or policies. I try to help them understand how to think through situations so they’re not stuck when something doesn’t go exactly as expected.