Paul Vitale, ’12, assistant director of the Solution Squad, is a friendly face on campus for many Maryville students. He is easily recognizable, along with other members of the Solution Squad, thanks to his branded red and black polo shirt, laptop and pull -up banner, which all proudly display the words “Solution Squad” in capital letters. On any given day, Vitale can be found working in the dining hall, the library, the campus Starbucks or the lobby of an academic building, helping students on the spot with their questions and concerns.
In a recent interview with Maryville Magazine, Vitale shares how the Solution Squad has streamlined student services and made it easier for students to get help with financial aid, student accounts, registrar services and more.
The Solution Squad is a part of the new Division of Operational Excellence. What is the goal of the team, and how is the team positively affecting the Maryville community?
Excellent customer service is our No. 1 goal. The Division of Operational Excellence was created to centralize and automate processes to make them more efficient, thereby improving the service we provide to students. We want things outside of the classroom to be easy, and things inside the classroom to be challenging — not the other way around. The Division of Operational Excellence has a wonderful team of more than 50 people focused on students’ needs, and the Solution Squad is one part of that team.
How does the Solution Squad help students?
The Solution Squad team is trained to answer an array of student questions ranging from financial aid to registration to account payments. We answer those questions as quickly as possible, with accuracy and empathy. We are also there to direct students to the correct building, look up event times and answer any other questions that may come our way. For example, when we’re stationed in the library, we often get questions about printing and we can help troubleshoot those. If we don’t know the answer, Solution Squad members are trained to navigate the issue and get students in touch with the correct resource. We know who to send them to and where to send them so they can get their issue resolved.
Why is the Solution Squad an important part of student success?
We are a key resource for students both on and off campus. The concept behind the Solution Squad is to simplify the process for students. Our team has created an environment in which students can reach out to us and have a multitude of questions answered all in one stop. By providing this service, we are allowing students to focus their attention on what’s most important: their studies.
How has the new state-of-the-art Visitors Center in Gander Hall changed the way the Solution Squad interacts with students?
We are really enjoying the new technology in the Visitor’s Center. When a student or guest arrives at the Visitor’s Center, they check in via touch screen computers. We receive an immediate notification that the individual needs help. It has streamlined the process of helping students and guests, especially during our peak times.
Additionally, every Solution Squad member is equipped with a laptop and iPad to quickly aid with various tasks.
What does a typical day look like for a Solution Squad member?
A typical day consists of working with students, faculty and staff in order to solve everyday problems. Our days are spent divided among live chats, answering phones, responding to emails, greeting those who come into the Visitor’s Center and making rounds with the Mobile Unit. Each day with the Solution Squad is a little different, but it is ultimately centered on building relationships with the students.
Tell us about a time when a student needed help, and you provided a solution.
I recently helped a student who was new to Maryville and unfamiliar with the Free Application for Federal Student Aid, known as the FAFSA. Together, we were able to map out the steps of the financial aid process so she could successfully complete her application. I love that I’m able to help students in the moment, but I’m also able to provide them with tools they will need for years to come.
What is your favorite place on campus to meet with students?
One of my favorite things about the Solution Squad is the Mobile Unit. It make our services more accessible to students and provides them with multiple opportunities to obtain the help they need. My favorite spot for the Mobile Unit is the Center for Student Engagement. There is always music playing and students studying together or working on projects. The space allows me to see students in their comfort zone and gives me a glimpse into campus life.
What is your favorite part of your job?
Maryville is a wonderful university, and as an alumnus, it is an honor to be back on campus. I remember many of the excellent staff members who assisted me during my time here as a student. Now, I am fortunate enough to work with an amazing team that is doing the same thing for the next generation of Maryville students.