Please contact Sarah Freel at 778-782-4413 or email

A Holistic service approach: Organizing for success

Presenters: Elizabeth Perez (Université de Montréal) and Stephanie Sarik (Concordia University)


Elizabeth was appointed Director, Ressources socio-économiques at UdeM in April 2014 after a 20-year career in the non-profit sector. She has extensive experience in strategic planning and change management and currently co-chairs a Student Services committee on client experience.

Stephanie was appointed Director, Financial Aid & Awards at Concordia University in November 2011. She has presented at CASFAA 2015 and AQRAFE 2015. She currently serves as a member of the editorial board of the Journal of Student Financial Aid; a peer reviewed journal published by the U.S. based National Association of Student Financial Aid Administrators.

Session Description

This interactive session will explore challenges facing Financial Aid & Awards managers with regards to client-focused, integrated service models and implications for organizational structures. 

Participants will be presented two case studies (UdeM & Concordia), highlighting some of the challenges and insights from each experience. Participants will then engage in smaller group discussions to strategically explore how to optimize customer service and organizational structures in an evolving educational environment.

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