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.

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Connect With Our Host:
Safaniya Stevenson
https://www.linkedin.com/in/safaniyastevenson/ 

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