
Sign up to save your podcasts
Or
What if the key to supporting students with payments isn’t a new policy, but a new tone? In this episode of Talking Tactics, host Dayana Kibilds chats with Karen Sorrell, Senior Business Operations Manager at Carroll Community College, about how one simple change—revamping payment reminder emails—led to big results. By shifting the tone from transactional to supportive, Karen’s team boosted student outreach by 16%, resolved 95% of payment issues for those who responded, and dropped outstanding payments by 11%.
If you’ve ever sent an email that looked more like a warning label than a helping hand, this conversation will inspire you to rethink how you communicate about the most stressful part of the enrollment journey: paying for college.
Guest Name: Karen Sorrell, Senior Business Operations Manager, Carroll Community College
Guest Social: www.linkedin.com/in/karen-sorrell-58745b33b
Guest Bio: Karen Sorrell is a seasoned business operations leader with 25 years of experience in financial management and human resources. She currently serves as Senior Business Operations Manager at Carroll Community College, where she leads strategic initiatives to improve operational efficiency and service delivery. With a bachelor’s degree in Communication from Penn State University—focused on organizational communication and paired with a minor in Spanish—and an MBA in Organizational Leadership, Karen brings a well-rounded, people-centered approach to institutional operations and change management.
Grounded in both communications and lean management principles, Karen is known for her ability to foster strong organizational cultures through clear, empathetic, and intercultural communication. She is especially passionate about supporting students as they navigate complex financial processes, ensuring they feel heard and empowered. Her work combines data-driven decision-making with a collaborative mindset, enabling her to lead successful transformation efforts even in traditionally change-resistant environments.
- - - -
Connect With Our Host:
Dayana Kibilds
https://www.linkedin.com/in/dayanakibilds/
About The Enrollify Podcast Network:
Talking Tactics is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!
Enrollify is made possible by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.
Attend the 2025 Engage Summit!
The Engage Summit is the premier conference for forward-thinking leaders and practitioners dedicated to exploring the transformative power of AI in education. Explore the strategies and tools to step into the next generation of student engagement, supercharged by AI. You'll leave ready to deliver the most personalized digital engagement experience every step of the way.
Register now to secure your spot in Charlotte, NC, on June 24-25, 2025! Early bird registration ends February 1st -- https://engage.element451.com/register
4.3
66 ratings
What if the key to supporting students with payments isn’t a new policy, but a new tone? In this episode of Talking Tactics, host Dayana Kibilds chats with Karen Sorrell, Senior Business Operations Manager at Carroll Community College, about how one simple change—revamping payment reminder emails—led to big results. By shifting the tone from transactional to supportive, Karen’s team boosted student outreach by 16%, resolved 95% of payment issues for those who responded, and dropped outstanding payments by 11%.
If you’ve ever sent an email that looked more like a warning label than a helping hand, this conversation will inspire you to rethink how you communicate about the most stressful part of the enrollment journey: paying for college.
Guest Name: Karen Sorrell, Senior Business Operations Manager, Carroll Community College
Guest Social: www.linkedin.com/in/karen-sorrell-58745b33b
Guest Bio: Karen Sorrell is a seasoned business operations leader with 25 years of experience in financial management and human resources. She currently serves as Senior Business Operations Manager at Carroll Community College, where she leads strategic initiatives to improve operational efficiency and service delivery. With a bachelor’s degree in Communication from Penn State University—focused on organizational communication and paired with a minor in Spanish—and an MBA in Organizational Leadership, Karen brings a well-rounded, people-centered approach to institutional operations and change management.
Grounded in both communications and lean management principles, Karen is known for her ability to foster strong organizational cultures through clear, empathetic, and intercultural communication. She is especially passionate about supporting students as they navigate complex financial processes, ensuring they feel heard and empowered. Her work combines data-driven decision-making with a collaborative mindset, enabling her to lead successful transformation efforts even in traditionally change-resistant environments.
- - - -
Connect With Our Host:
Dayana Kibilds
https://www.linkedin.com/in/dayanakibilds/
About The Enrollify Podcast Network:
Talking Tactics is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!
Enrollify is made possible by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.
Attend the 2025 Engage Summit!
The Engage Summit is the premier conference for forward-thinking leaders and practitioners dedicated to exploring the transformative power of AI in education. Explore the strategies and tools to step into the next generation of student engagement, supercharged by AI. You'll leave ready to deliver the most personalized digital engagement experience every step of the way.
Register now to secure your spot in Charlotte, NC, on June 24-25, 2025! Early bird registration ends February 1st -- https://engage.element451.com/register
90,639 Listeners
111,157 Listeners
55,995 Listeners
10,059 Listeners
23 Listeners
2,166 Listeners
5,356 Listeners
50 Listeners
12 Listeners
4,045 Listeners
31 Listeners
6 Listeners
79 Listeners
78 Listeners
9 Listeners