Following a successful inaugural pilot, the A&F Customer Services Rotation Program has returned for a second pilot round, bringing colleagues from across A&F into intensive, hands-on training. Building on lessons learned from the first pilot and feedback from participants and partner teams, this refined program deepens practical exposure to the processes and systems supported by the Access team while strengthening participants' capabilities to respond to stakeholder needs.
From left back, clockwise around the table: Rebecca Bonczyk, Garret Oliver, Michael McGovern, Neha Ajgaonkar, Jazmine Blanc, Neha Ajgaonkar, Victoria Nault, Mhammed Mrabet, Siraj Sayyed, Nicholas Blinn, Maria McKinney, Tanvi Makwana, Ruth O’Keefe and Amanda Onwuka.
The A&F Support Services Team joined the A&F Customer Services Rotation Program in the new Westborough Suites
What is the A&F Customer Service Rotation Program
The rotation program aims to enhance cross-functional knowledge sharing, improve stakeholder support, and enable participants to gain first-hand experience and a clearer view on the interconnectedness of the work done by various A&F departments. This brings a new, broader perspective and additional capabilities to the Access Team.
Participants will learn the Access team's case management practices and how to communicate with stakeholders to resolve issues, gaining a deeper understanding of A&F services and policies through classroom-style training and guided shadowing. After completing training, participants will join the A&F Support Services Team one day per week to take calls and cases from our campuses and partners.
Welcome and Thanks to Our Second Cohort
We are thrilled to welcome our second cohort participants:
- Tanvi Makwana, Data Analyst Tax, Treasury
- Nicholas Blinn, UMPO Fellow, Innovations
In addition, first cohort participant and Management Analyst in the Budget Office, Siraj Sayyed is continuing in the program.
We would like to thank the inaugural participants and the many staff members who helped design and deliver the pilot – your feedback was essential in refining the curriculum. We look forward to working alongside this second cohort and continuing to improve!
If you have questions about the rotation program, please contact the Access Team: A&F Support Services at A&FSupport@umassp.edu.