January 18, 2012

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WEDNESDAY | 1.18.12 MACEANDCROWN.COM | Vol. 54, Issue 12

Kyle White | Mace & Crown

It’s the start to a new semester and Old Dominion University’s police force will be starting fresh, just like the students. After 40 years of service to Old Dominion, Police Chief Rudolph Burwell, retired in June and ODU officials began the hunt for his replacement. The university interviewed and then hired the current chief of police at Rutgers University. Starting Feb. 13, 2012, Rhonda L. Harris will become the acting police chief for ODU. “The role of police chief at a metropolitan research university requires a distinctive set of skills and abilities to handle its unique challenges and

promote its opportunities,” said ODU President John Broderick. “Chief Harris has a proven track record of success and I know the city and ODU community join me in welcoming her.” Chief Harris has been the acting chief of police at Rutgers since 2006 and brings with her a wealth of experience. First off, she is an extremely educated police officer. Chief Harris has her bachelor’s degree in psychology and two master’s degrees. She has also done a handful of educational and developmental programs to go along with her degrees. Some of those programs include Advanced Criminal

Investigation and work with the FBI’s National Academy. Chief Harris comes in with a lot of experience and with it is going to come new ways of doing things. “We aren’t going to see much of a change. We’re going to see expansion,” said Jennifer Mullen Collins, ODU’s Assistant Vice President for Marketing and Communications. What Collins is talking about is an expansion into community policing. Chief Harris has a reputation for establishing a community policing style and that is what is going to be expected to start happening at ODU in the coming

ODU Ranked 15th in Director Cup see C1

Common’s Album Review see B1

It’s a Good ‘Ole Party Student Interns

Felicia Smith, Lauren Glass, and Brittany Farmer (left to right) field the last calls on the final day of operations, January 9

Launch Call Center: Service Success in Rollins Hall By: ginA lUCy Contributing Writer

Candidates get ready for the Palmetto State By: Derek Page News Assistant It’s getting down to the wire as GOP candidates kick their campaigns into high gear for the final stretch in the race for the Republican presidential nomination. Voters eagerly await next Saturdays primary in South Carolina to get a better view of the candidates and who will likely receive the nomination. “I’m really excited to see what happens in South Caroli-

na. This state can make or break a candidate,” said Thomas Barnes. On Jan. 4 and 5, a poll of 485 likely Republican voters conducted by ORC International, in conjunction with CNN and TIME, projects former Massachusetts governor Mitt Romney to maintain his position as the front runner with 37 percent of the vote. Rick Santorum placed second with 19 percent, Newt Gingrich third with 18 percent, Ron Paul fourth with 12 percent, Rick Perry fifth with five percent, and John Hunts-

From Jan. 3 through Jan. 10, 2012, students and staff returned from the winter holiday and prepared for a new semester. With the return of the students the call volume received by the Rollins Hall Phone Tree surged to enormous levels. Fortunately, a new Call Center team was ready and waiting to answer these calls. The Cisco Phone Tree is shared by Customer Relations, Admissions, Financial Aid, Student Accounts Receivable, and the Registrar. In the past, it has been a challenge for the Phone Tree to provide its usual high level of customer service on phones while also serving every walk-up and email customer during volume surges. This January, however, a partnership was established between the Phone Tree stakeholders and the Monarch Project, a high-achieving group of student interns who work with the Office of Finance. While OCCS took charge of telecommunications and call tracking, Jennifer Green from the Office of Ad-

missions trained the Monarch Project interns on how to answer frequently asked questions as well as how to provide positive and personal service to every customer. At 7:30 a.m. on Jan. 3, the interns arrived fresh from winter break and ready to answer student questions for Customer Relations. This included common questions about installment plans, balance of aid refunds, and tuition. “I learned a lot that I didn’t already know just by answering customer questions,” commented student intern Olivia Martin. The Call Center remained open until 6 p.m. through Friday, Jan. 7, and again on Monday, Jan. 10. Felicia Smith, Chief Operations Officer of the Monarch Project and a 2011 ODU accounting graduate, was responsible for managing the project. Other student interns involved in the project include graduate student Brittany Farmer, senior Quinton Crawley, senior Gina Lucy, freshman Olivia Martin, senior Lauren Glass, and senior Thuy Nguyen. These interns fielded calls specific to Customer Relations.


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