Having started less than a year ago as the manager of the Residential Learning Community (RLC), Denise Giambelluca has changed many aspects of dorm life.
The Poplar Bluff, Missouri, native has increased occupancy rates at the facility (located on the eastern end of campus) tenfold and most recently, her staff has ranked second place in customer service nationwide among American Campus Communities (ACC).
The University Village ranked eighth place.
ACC operates more than 40 college dorm/apartment facilities across the nation.
“For a brand new property to come in second is phenomenal,” said Giambelluca, “this says a lot about the staff and how they strive to meet our residents’ needs.”
“I am really proud of my staff on both properties, just finishing in the top ten is great,” added Giambelluca.
Residents of the RLC and the University Village were invited to participate in a customer satisfaction survey last semester, according to Giambelluca an estimated 60 percent of the residents answered the anonymous survey in October.
“They encouraged us to fill out the survey, I did it without hesitation because they (the staff) are always there to help us…I know I can always count on them,” said Mayra Garcia, freshman political science major.
Residents that participated in the survey were made eligible to win one of two $250 cash prizes, one for each property (winners were randomly selected).
“I am extremely proud of my staff, they really want to make the first year experience a positive one for our residents, more than half are first time freshmen,” said Giambelluca.
“As a Resident Assistant (RA), I feel customer service is the foundation of what we do. I feel honored that our team ranked 2nd place for ACC nation wide, our dedication and teamwork has been recognized,” said Amelia Guzman, junior communication major and RA.
“Listening to every single resident is important, we listen to all of our residents,” added Giambelluca.
Giambelluca noted that there were very few negative remarks by residents on the survey, “The biggest complaint we received was that there is no elevator on the property, but for their convenience we do have plenty of ground floor rooms available.”
“The most rewarding part of being an RA and working at the RLC is being able to help others and knowing that I made a difference, no matter how small or large the impact,” added Guzman.
Residents of the RLC are primarily freshman and other first year students.
Freshmen must reside at the RLC until they are sophomores and are eligible to then reside at the University Village if they choose to.
ACC is an off-campus company that manages both the RLC and the University Village.