To complement training and further ensure a smooth July 1 go-live, the Finance Solution Center continues to develop and prepare. The Center serves as a first human point of contact for most support requests, and three new User Success Agents have joined the team and are looking forward to supporting users across Grounds.
Teri Bowen
User Success Agent Previously a Case Manager at UVA Infectious Diseases Ryan White Clinic, Bowen helped HIV/AIDS patients with access to care and medications as well as provided help and/or resources for their housing, food, and transportation insecurities that would be a barrier to their care.
Now a User Success Agent, she will provide top-notch customer service to the university community
and external entities seeking support from all areas of UVAFinance. Bowen and her fellow team members will also be at the forefront of support for users during the Workday Financials launch.
She says of the future challenges, “With this much change there are bound to be some challenges however, with the great team that I am now a part of the transition will be a smoother one. We come together and with our different skills and knowledge to be able to give excellent customer service and provide answers for the finance users.”
Thus far, Bowen has enjoyed working through some of the complex cases and having to match invoices to determine they are correct and checking for pay statuses.
“Working as a unit to be able to bounce ideas off one another,” she says. “In time, we will all have a very broad knowledge of each of the areas in UVAFinance which will allow all of us to expeditiously assist internal and external finance users.”
Outside of work, Bowen enjoys spending time with two daughters (21 and 18) and traveling and seeing new places, and exploring new places to eat and shop. She also loves being at home with her seven fur babies, six chihuahuas, and one pug – she reports that it’s never a dull moment with them!
Carrie Crosby
Administrative Assistant and User Success Agent Carrie joined UVA in November of 2018 as the Administrative and Front Desk Assistant of UVAFinance at Carruthers Hall and is now a User Success Agent with the Solution Center.
She will be at the forefront of providing support to constituents in all areas of UVAFinance. Most immediate, she and her team members will be at the forefront of support for users during the Workday Financials launch.
The team is new and thus far, Crosby said their challenge is carving out the clear-cut answers they will soon provide users. She says, “We are doing our own research to find what each customer is looking for, but as time goes on and we learn more from doing more, common questions will be easier and faster to answer and resolve.”
Crosby enjoys working with the team, “The other agents and Joey have all been very welcoming and fun to work with. With time, we will be able to solve issues faster than in the past without having a direct point-of-contact for many issues.”
In her spare time, she is almost always doing something with her kids. She has a 5-year-old son and a 2-year-old daughter who both keep her very much on her toes and she no longer has any concept of “downtime”.
Dawn A. Wood
User Success Agent Dawn Wood joins UVAFinance after serving as Assistant Manager at the Charlottesville Trader Joes. She’s ready to provide excellent customer service to users across Grounds and outside parties seeking support from all areas of UVAFinance.
Of the upcoming launch, she says, “The exciting thing is that this is a brand-new team on the precipice of change, and we are learning together. We have already faced some challenging cases and have worked together as a team, using our resources and diverse backgrounds to solve each issue as it arises all while giving exceptional customer service. We are already working well as a unit, and I have no doubt we will be able to tackle any issue that arises together as a team.”
Wood has enjoyed connecting with her new team and meeting everyone within UVAFinance. She says she already feels right at home.
“As the team gains more insight, we will be further equipped to work expeditiously to assist internal and external finance users,” she says of her team and their orientation to UVAFinance.
Wood enjoys attending outdoor concerts, hikes with her family, working in their yard, bird watching, and having a glass of wine by the fire pit with friends.
