Oversees and maintains processes to ensure continuous and quality frontline coverage of phones and email, intake and processing of forms, and solutions-oriented customer service while maintaining compliance with all University polices and adhering to office procedures. Oversees and assists with the frontline work of the Administrative Assistant, answers complex frontline questions, and provides first-tier technical support to students and faculty. Makes independent decisions to resolve emergent frontline issues. Develops and carries out process to log frontline contacts and ensure all requests are addressed in a timely manner. Responsible for ensuring continued customer service when frontline staff are unavailable. Develops and updates frontline reference documents and Office of the Registrar forms (electronic and paper). Oversees, evaluates, and updates the Office website. Oversees daily processing of requests for official transcripts, enrollment and degree verifications, and certified copies of diplomas, and intake of incoming transcripts. Oversees and assists with the work of the Administrative Assistant, processes complex cases, and works with academic departments to collect all needed information.