Meet Our Staff

A recognized thought leader and practitioner in institutional effectiveness and student success, Dr. Will Miller integrates his experiences as a faculty member, accreditation liaison, director of institutional research, and strategic enrollment management advisor into a comprehensive view of data and information flow on campus. Bringing together research on behavioral economics, organizational behavior, and political psychology, he bridges the gap between theoretical and applied in his efforts to help institutions increase their effectiveness and their students’ success.

Through integrated data and information flows, Will aims to assist institutions in breaking down data silos and creating healthy, authentic analytics cultures. Whether analyzing public opinion data from central Asian nations for the U.S. Department of State or assessing the learning outcomes achieved by students in various academic programs, Will, an unabashed data wonk, indulges his fascination for accreditation, assessment, analytics, and political science. As a teacher, he draws on his perspective as a public intellectual to engage students in courses on political science, public policy, program evaluation, and organizational behavior.

Will was born and raised in Youngstown, Ohio, less than a decade after Campbell Works shuttered on Black Monday sending the city into a spiral many argue it is yet to recover from. His interest in politics and history stems largely from growing up to daily news stories of organized crime, political corruption, and struggling industry; his interest in data and statistics, on the other hand, came from his tracking of statistics for any sport he could watch as a child. He received his Doctor of Philosophy in Urban Studies and Public Affairs at The University of Akron, where he also earned a Master of Applied Politics from the Ray C. Bliss Institute. He holds both a Master of Arts in Political Science from Ohio University and graduated summa cum laude and Phi Beta Kappa with his Bachelor of Arts from the Ohio University Honors Tutorial College.

As Associate Vice President for Continuous Improvement and Institutional Performance at Embry-Riddle Aeronautical University, he leverages best practices to help faculty and staff in their quest for continuous improvement and student learning. Through collaboration, responsiveness, and transparency, he helps the campus community design and implement rigorous, high-quality, authentic, and useful assessments for measuring progress and the impact of initiatives. He serves as SACSCOC Liaison and also oversees all disciplinary accreditations (including AABI, ABET, and ACBSP). Prior to coming to Embry-Riddle, Will served for four years as Executive Director of Institutional Analytics, Effectiveness, and Strategic Planning at Jacksonville University where he oversaw program development, institutional research, assessment, accreditation, student success efforts, and strategic initiatives.

To pair with his on-campus experiences, Will served as Assistant Vice President of Campus Strategy at Campus Labs (now Anthology), a higher education technology and consulting firm. In this role he served as a subject matter expert serving Campus Labs’ 1,700 member campuses across the globe in their accreditation, assessment, and student success efforts. Further, he worked with marketing, engineering, and customer success to ensure positioning, functionality, and maximum utilization of all tools and services. Prior to Campus Labs, he was Executive Director of Institutional Analytics, Effectiveness, and Planning at Flagler College. He has also held faculty positions at Southeast Missouri State University, Notre Dame College, and Ohio University.

Will regularly presents at professional conferences focused on higher education, assessment, accreditation, institutional research, and political science. As a prolific author, Will has written for outlets including Political Science Quarterly, Inside Higher Ed, Journal of Political Marketing, and Times Higher Education, in addition to authoring and editing multiple books and book chapters in published works. Will also serves as a strategic advisor to elected officials, agency administrators, education technology companies, and social service agencies.

At home, Will has been married to his wife, Elaina, for four years. She works at Jacksonville Area Legal Aid in the Family and Victim Advocacy Unit. They are diehard Chicago Cubs and Jacksonville Jaguars fans and live in Jacksonville with their dog (Wrigley) and three cats (Roger, Morty, and Millie).

Ashley Toews is the Administrative Assistant to the department of Continuous Improvement and Institutional Performance at Embry-Riddle Aeronautical University. With over a decade of experience she approaches all aspects of her job with a positive, hard- working mindset, and is passionate about helping find solutions to any challenges.  She is excited to bring these experiences and enthusiasm to the team. After relocating from California in 2022 with her husband and three daughters, she spends as much free time as possible enjoying all the beauty Florida has to offer. 

Chantil Cuesta has been working at Embry-Riddle Aeronautical University for 12 years, where she currently holds the position of Manager of Systems and Operations. She is a proud alumnus, having earned a Master’s degree in Management and a Bachelor's degree in Project Management, both from Embry-Riddle Aeronautical University. In addition to her managerial responsibilities, she serves as the committee chair for the Quality Enhancement Plan (QEP) Professional Team and is responsible for managing the QEP budget. In her role as Manager of Systems and Operations, Chantil oversees data management systems for assessment and accreditation, ensuring their accuracy and efficiency. She also provides essential technical support to academic and administrative stakeholders and ensures the accessibility and currency of department web pages. Chantil's expertise also extends to budget management for multiple cost centers, where her precision and strategic financial planning play a pivotal role.

Danielle Farris is the Associate Director of Institutional Integrity and Insights at Embry-Riddle Aeronautical University. Her commitment to institutional integrity resonates in every interaction with external compliance bodies. At the heart of her work lies the goal to harness insights from data and information, continually enhancing processes, technology, and outcomes.

Originating from a quaint town in Massachusetts, Danielle's journey to educational excellence led her to the sun-kissed shores of Florida in 2013. Holding a B.S. in Psychology from the University of Central Florida, Danielle is currently augmenting her academic portfolio by pursuing an M.S. in Management degree at Embry-Riddle, set to graduate in December 2023. Her career in higher education is marked by significant achievements, including a pivotal role as an Assistant Director of Admissions at Embry-Riddle, showcasing her unwavering passion for the field.

In her current capacity, Danielle thrives in an environment that demands both autonomy and collaborative insight. She is a linchpin in navigating the complex landscape of state authorizations, diligently ensuring the accuracy and timeliness of licensure and programmatic approval applications. Her exceptional ability to manage conflicting priorities while meeting strict deadlines is a testament to her organizational expertise. During her free time, Danielle enjoys spending time with her family, friends and her dog, Loki.

Danielle Farris embodies the spirit of Continuous Improvement and Institutional Performance making her an invaluable asset to Embry-Riddle's team and the wider educational community.

Lisa Kopp is the Associate Director of Academic Quality and Improvement. She has been with Embry- Riddle University for thirteen years. As the Associate Director of Academic Assessment, she held prior institutional effectiveness roles, including overseeing the realignment of curriculum across the University campuses, participated in the successful completion of two SACSCOC reaffirmations (2012, 2022) and the 2017 Fifth-Year Interim Report. She is a member of AALHE and SAIR. Since 2012, she has been the liaison between the Office of Institutional Effectiveness, Office of Academic Assessment, Faculty, and University Administration. She coordinates and provides faculty training for the Annual Program Review Process and Annual Academic Assessment planning. She also provides faculty support to develop Program Outcomes, alignment to course activities and development of End of Course Evaluations. She compiles data and maintains the repositories for Program Review, and Academic Assessment. She holds a Bachelor of Applied Science in Supervision and Management from Daytona State College and is currently working toward completing a graduate certificate in Data Storytelling at Purdue University Global.

Lisa is the proud mother of three and grandmother to three grandchildren with a fourth on the way! She enjoys traveling, and spending time with family, neighbors, and friends. You can find her volunteering in the community, painting, kayaking throughout the southeast or hiking in areas all over the U.S. and abroad.

Katelyn Nelson is the Director of State Authorizations and Institutional Integrity at Embry-Riddle Aeronautical University. Her role is marked by high collaboration and visibility, requiring her to engage frequently with state stakeholders and work closely with university leadership and various administrative departments.

Born and raised in Port Orange, Florida, Katelyn's academic journey commenced with a B.S. in Psychology from the University of Central Florida. Her commitment to continuous learning is evident as she currently pursues a Master of Science in Leadership at ERAU. Katelyn's rich career in higher education spans several roles at Daytona State College and Palmer College of Chiropractic, where she honed her skills in admissions and enrollment.

Her role involves supervising a dedicated team focused on state-level audits, and state-required filings, including annual site recertifications and NC-SARA reporting. Recognized as a thought leader in state authorization and institutional integrity, she is passionate about higher education and compliance, a passion reflected in her significant contributions to Embry-Riddle’s Office of Continuous Improvement & Institutional Performance.

In her personal life, Katelyn cherishes her time with her young son, Brooks, who is a source of joy and inspiration in her life. Her journey reflects a blend of professional excellence and personal fulfillment, making her a distinguished figure in her field.

Gretta Samantha Payne, a seasoned professional with over 15 years of invaluable experience in higher education, serves as the Associate Director of Accreditation for Embry-Riddle Aeronautical University. Her unwavering commitment to academic excellence and accreditation processes has been instrumental in advancing the university's reputation and its recent achievement of SACSCOC accreditation.

With a passion for fostering educational quality and compliance, Gretta’s visionary leadership, meticulous attention to detail, and unyielding dedication have consistently ensured the institution's adherence to the highest academic standards.

Gretta Samantha Payne’s ability to collaborate with diverse stakeholders has solidified her as an indispensable asset to the institution, helping it soar to new heights of academic achievement and global recognition.

Tiffany Phagan is the Executive Director of Academic Assessment at Embry-Riddle Aeronautical University and is charged with facilitating the annual academic assessment process for every degree-granting program at the university. Tiffany has been with the university since 1995 and, in addition to Academic Assessment, has also served with Institutional Research and Strategic Planning. She earned an M.S. in Environmental Economics and a B.A. in Political Science, International Studies, and Anthropology from Michigan State University. Tiffany recently completed a year-long Data Equity Fellowship sponsored by the Northwest Commission on Colleges and Universities and is working to deepen academic community involvement in equitable assessment and learning equity.

Tiffany served in the in the US Peace Corps (Thailand) from 1989-1991, sparking a lifelong passion for volunteering - and spicy food. Years later, when her disabled adult daughter was unable to secure a volunteer position because of her disabilities, Tiffany became an ardent advocate for inclusive volunteering. She has served on the Best Friends Inclusive Culture Council and with the Children’s Miracle Network. Tiffany and her daughter currently co-volunteer at Pinellas County Animal Services. Every week, the mother-daughter team also takes their therapy dog, Lily, to visit hospital patients and senior center residents.

Nicole Wallace is an Associate Director of State Authorizations. She previously served as a Graduate Academic Advisor for four years prior to joining the Office of Continuous Improvement and Institutional Performance. As a Daytona Beach native, ERAU has always been a large part of her community. She even had the opportunity to fly a plane with the Young Eagles program in the eighth grade! Nowadays, Nicole enjoys spending time and making memories with her husband and daughter. Whether that is staying in attempting to play Candyland with a preschooler or venturing out tackling escape games, every day is a new adventure.

Naima Wells, PhD(c), is the Director of Administrative Assessment for Embry-Riddle Aeronautical University. She joined the university in August 2023 and has over a decade of experience in higher education, working closely with university leadership to develop and implement data-driven strategies and recommendations for continuous improvement. She has a Bachelor of Science in Psychology and a Master of Public Administration from Troy State University, as well as a background in community-engaged research, institutional effectiveness, and university assessment.

As the Director of Administrative Assessment, Naima is passionate about using data to improve the efficiency and effectiveness of administrative processes and services. She is committed to utilizing assessment to ensure that Embry-Riddle continues to evolve and meet the needs of students, faculty, staff, and the broader community. She is also passionate about making a meaningful impact in higher education by fostering a culture of excellence and innovation.

Chuan (Cici) Chen is from Toronto, Canada, and is pursuing the Master of Science in Aviation Finance and dual MBA degree at Embry-Riddle Aeronautical University.

With a background as an Airline Transport Pilot and CRJ-type rating, Chen aims to bring a wealth of practical industry knowledge to my future endeavors.

Chen is deeply passionate about aviation and am committed to becoming a dynamic influence in the industry, driving innovation and sharing my zeal with like-minded professionals.

Austin Welch is a Junior at Embry-Riddle Aeronautical University and majoring in Global Conflict Studies with minors in Cybersecurity and Languages (Russian and Mandarin). Welch has worked at the Office of Continuous Improvement and Institutional Performance for one semester.

During his time at this office, he has learned to conduct himself professionally and complete projects on time. As a student, this office has also helped him achieve his goals and create a plan for the future.

Andrew Zubyk is a Philadelphia native who is now a current junior at Embry-Riddle studying Aerospace Engineering under the Aeronautics track.

Andrew is also completing a minor in computer science and plans to complete a master's in aerospace engineering at ERAU.