Customer Service Employee Recognition Winners
In response to the Governor and Chancellor’s Customer Service Initiative, the Business and Finance Division introduced an employee recognition program in the fall of 2006 that was designed to recognize employees on a quarterly basis that demonstrate superior customer service performance.
Based on nominations received from their peers, the following employees are past recipients of the Customer Service Employee Recognition Award:
January 2007
left to right: William Gauthier- Vice President for Business & Finance, Jeanette Pollard – Budget Services Elaine Willis – Campus Planning and Facilities, Melba Haynes – Auxiliary Services
Jeanette Pollard – Budget Services
Serving 25 years in an area that manages other areas/departments funding may call for some turbulent challenges - particularly in customer service. Jeanette Pollard defies this theory through her kind personality, unwavering patience, and her extraordinary ability to communicate the budget process in a manner that is understood by whoever is asking the question. One nomination stated, “Jeanette is the sweetest person and is always willing to stop what she is doing to answer any question or help me with any problem with my budget that I may have.”
Elaine Willis – Campus Planning and Facilities
Elaine has been employed at UWG since 1998 and is currently the Senior Secretary in Facilities and Grounds. Because of her work experience within this area, Elaine is considered the “go-to” person for any questions pertaining to Facilities and Grounds. In addition to her positive outlook and pleasant disposition, Elaine possesses exceptional administrative/clerical skills and will always follow-up with a customer if she is unable to resolve a question.
Melba Haynes – Auxiliary Services
As supervisor of Mail Services, Melba is known campus-wide for her efficiency, courteous disposition, and following-up with the campus community on issues ranging from letters missing stamps to departments missing packages. Melba demonstrates to everyone how important a smile can be when dealing with a wide range of customers. An employee since 2001, Melba is a leader by example as the area of Mail Services received the most customer service nominations of any area within Business and Finance.
April 2007
left to right: Jerry Mock - Interim Vice President for Business & Finance, Sonja Pitts – Campus Mail, Harold Phillips – Facilities, Tamara Lane – Student Financial Services
Sonja Pitts – Window Clerk for Campus Mail
Sonja makes people feel special by giving her complete attention to them. She provides detailed instructions in a calm and caring manner and makes sure that the information is understood. When customers are frustrated, Sonja works hard to address the concern by providing as much information as possible and assuring the customer that everything has been done to resolve the issue. Sonja takes those extra steps that make all the difference when providing great customer service.
Harold Phillips – Maintenance Plumber for Facilities
Along with being extremely knowledgeable in his skilled trade as a plumber, Harold is a wonderful example of someone that provides great customer service. He is always courteous and displays an easy going manner when dealing with crisis situations. He takes the time to explain to the customers what he is going to do and how long it will take. Always quick to offer a smile and a hello, Harold demonstrates a sincere interest in everyone he meets on campus.
Tamara Lane – Assistant Director for Student Financial Services
Having worked at the University for more than 25 years, Tamara is knowledgeable in all areas of her department. She utilizes her knowledge and experience to provide excellent customer service to the students. Tamara is an excellent communicator and treats the students with respect, courtesy, and care. Her co-workers also appreciate that “during the busy times, she is always visible and ready to assist with normal activities as well as the complaints.”
July 2007
left to right: Jerry Mock - Interim Vice President for Business & Finance, Kim Henderson – Purchasing, Willie Wynn – Central Stores & Receiving, Georgia White – Facilities & Grounds
Kim Henderson - Purchasing Manager
Although Kim is fairly new to the University of West Georgia, she has been described as “a wonderful addition to our University community. She has a tremendous willingness to research possible solutions to complicated purchasing needs. Kim is excellent in customer service, knowledgeable of rules and regulations, and just a pleasure to deal with.”
Willie Wynn - Central Warehouse Stores Clerk II
Willie is “knowledgeable, responsive, courteous, helpful, and accessible.” Alongside these professional qualities, his positive attitude and cheerful demeanor are well known across campus. His co-workers have stated it is a “privilege and a pleasure to work with this man. He is the embodiment of “Professional Excellence in a Personal Environment.”
Georgia White - Custodian I
Going beyond the normal requirements of the job, Georgia promotes customer service with her caring attitude and attention to detail. The people that come in contact with Georgia say that she is “unfailingly cheerful and provides a wonderful welcome each morning. Simply greeting us, maintaining cheerfulness, inquiring about our families, and sharing her own news, creates the kind of communication that leads to community.”
October 2007
left to right: Jim Sutherland - Vice President for Business & Finance, Hollis Hall – Facilities & Grounds, Anuradha Chandran – Business Information Technology Services, Tracey Head – Business & Auxiliary Services
Hollis Hall – Facilities & Grounds
Hollis has been with the painting department for several years now. As part of a team that works very hard, Hollis takes great pride in his work and is a person who cares about the institution and how it looks. He has been described as extremely friendly, pleasant, and professional. And Hollis passes on his positive attitude by always taking the time to say hello even when he is on a ladder painting overhead.
Tracey Head – Business & Auxiliary Services
Tracey always has a smile and a kind word. She has excellent communication skills, and her willingness to help in any way she can makes her a wonderful example of good customer service. A caring personality and pride in her job sets Tracey apart as a valuable part of our Business & Finance Division.
Anuradha Chandran – Business Information Technology Services
Anuradha is known for many positive attributes such as responsiveness, helpfulness, knowledge, courtesy, and accessibility. Although she often deals with people when they are frustrated by technology, she is always happy to help and her approach to good customer service makes it a positive experience for her customers.
January 2008
left to right: Jim Sutherland - Vice President for Business & Finance, Tim McWhorter – Campus Planning & Development, Jessica Lane – Bursar’s Office, Teresa Traylor – Business & Auxiliary Services
Tim McWhorter – Campus Planning & Development
Tim’s responsibilities on projects around campus put him in direct contact with many other departments. During these interactions, Tim has established himself as being always polite, always thoughtful, and always on task. He demonstrates superb communication skills and a calm reassuring presence. It’s even been said that “we would have very few interpersonal difficulties on our campus if all were as good at this as he is.”
Jessica Lane – Bursar’s Office
Jessica works in a department that deals directly with our students on a daily basis. Often, the Bursar’s Office has to handle difficult situations in which good customer service is critical. Therefore, it is noteworthy that along with peer nominations, Jessica also received numerous Customer Service Rating Cards with positive feedback from students. Described as very nice and helpful, Jessica takes a courteous approach to her job – and it is greatly appreciated.
Teresa Traylor – Business & Auxiliary Services
Teresa is always helpful in providing guidance and information to the many customers that rely on the services provided by Auxiliary Services. Utilizing her 10+ years of experience, she goes out of her way to ensure that problems get resolved, often going the “extra mile” to find an answer. Described as “a model employee who stands as an example to others,” Teresa consistently provides good customer service with a pleasant and professional demeanor.
April 2008
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left to right: Dennis Lovvorn – Public Safety, Cherree Brown – Facilities & Grounds, and Nina Saxon – Human Resources, and Jim Sutherland - Vice President for Business & Finance
Dennis Lovvorn – Public Safety
Dennis displays extraordinary customer service skills, and treats all individuals in a courteous, professional manner. His calm posture is always assuring to our customers who are concerned about the security of their property. Dennis is able to describe a complex technical problem in language that anyone can understand. And even more importantly, he has a manner of speaking in which you feel engaged, not just spoken to. With a friendly hello and a smile, Dennis always communicates the attitude that it is his pleasure to help you and that he enjoys improving the campus community.
Cherree Brown – Facilities & Grounds
Cherree is well known for her very friendly and outgoing personality on campus. But perhaps her customer service skills are best known (and appreciated) by the students. Cherree’s work is focused in Gunn Hall, so she has daily contact with the Advanced Academy students. And the students have wonderful things to say about her! She is described as hard-working, kind, and proud of a job well done. The students feel that she sincerely cares about them. As these young people are getting their first taste of college life, it is good to know that people like Cherree are having a positive influence.
Nina Saxon – Human Resources
Nina has a wealth of knowledge in the area of payroll and is always willing to help, no matter how busy she is. Although payroll can be a very time sensitive job, Nina is courteous and helpful even when a deadline is looming near. Assisting with issues ranging from late timesheets to missing paperwork, she always works diligently to correct these problems without complaining. In the 6 years Nina has been in Human Resources, she has built a reputation as a “go-to” person for answers and friendly service.
July 2008
left to right: Jim Sutherland - Vice President for Business & Finance, Mia Owens – Work Information Center, Misty Cash – Public Safety, and Patresa Murphy – Bursar’s Office
Mia Owens – Work Information Center
Mia is quick to respond to the needs of our campus community when processing work orders, and she is helpful in providing information when questions arise. Along with her eagerness to “get the job,” Mia is valued as an intelligent, perky, and happy employee with many great ideas for improving customer service.
Misty Cash – Public Safety
Misty is appreciated for her enthusiastic approach to customer service. She always has a smile on her face, and even when situations get stressful she remains polite and helpful. It’s been said that “Misty is one of those people that leaves a leaves a mark on you when you meet her.”
Patresa Murphy – Bursar’s Office
Patresa gives 100% when providing customer service. She has a wonderful rapport with parents and students and strives to go above & beyond when helping them. One parent nomination said “Patresa has helped tremendously throughout my daughter’s entire college experience and should be appreciated each & every day.”
left to right: Jim Sutherland - Vice President for Business & Finance, Ricky Watts – Facilities, Oliver Calvert – Parking & Transportation, and John Roessler – Controller’s Office
Ricky Watts - Facilities
Ricky cares a great deal about our students and strives to meet their needs. At the same time, Ricky is very responsive to the needs of fellow employees and faculty. When any mechanical/facilities crises occur on campus, he is typically first on the scene. And he stays with projects until the end. Ricky’s years of experience and commitment to providing excellent service make him a valued member of the UWG team.
Oliver Calvert - Parking & Transportation
As the evening driver for the bus route on campus, Oliver is affectionately known as “Mr.O” by the students. He knows many of his riders by name, keeps up with their interests, and always has a pleasant “hello” and fatherly “good-bye” as he lets them off at their stop. Oliver’s customer service skills and his friendly approach make him a wonderful ambassador for the University.
John Roessler - Controller's Office
John is a wonderful example of the customer service that happens “behind the scenes” and keeps this University running smoothly. He works hard to coordinate our year end processing and prepares the Annual Financial Report, and he was a critical part of the preparation work for the PeopleSoft conversion. John goes above and beyond and puts in the long hours necessary to complete his job and serve the needs of the University.
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left to right: Jim Sutherland - Vice President for Business & Finance, Ricky Martin – Parking & Transportation, Alexandra Fernandez –Facilities, and Connie Smith – Purchasing
Ricky Martin - Parking & Transportation
As the driver of the Tyus-UCC shuttle, Ricky provides superior service through his dependability and kindness. Students appreciate his friendly personality. As he acknowledges them with a "good morning" or tells them to "have a good day," Ricky helps start their hectic days on a positive note. Ricky has a genuine concern for our students and an unwavering commitment to providing excellent customer service!
Alexandra Fernandez - Facilities
Alexandra is a super custodian that knows what needs to be done and does it consistently. She is also very friendly and courteous, and this makes a great impression on the staff in the UCC as well as the thousands of students that pass through this facility. We are very privileged to have Alexandra on the custodial team!
Connie Smith - Purchasing
Connie is always helpful and knowledgeable while keeping a sweet and positive attitude. She is very precise yet informative. The University community really appreciates that Connie goes above and beyond to provide assistance with Purchasing Department questions and concerns. And when facing any challenges, Connie always has a smile on her face and a "can-do" attitude!
left to right: Patricia Durrough – Controller's Office, Andy Freer –Facilities, and Caroline Martin – Public Safety,
Patricia Durrough - Controller's Office
Patricia has had the difficult task of providing training and support for the transition to the new PeopleSoft system. While she is quite busy providing assistance to all departments and handling numerous inquires from across campus, she always responds quickly and remains courteous and helpful. Patricia's willingness to always assist with our many PeopleSoft questions is greatly appreciated!
Andy Freer - Facilities
Andy is responsible for all the moving needs and large event set-up on campus. He is also the main handler of surplus property, picking up large furniture items or large quantity pickups. Students, faculty, and staff all rely on Andy's consistent, cooperative, and helpful attitude to get the job done right, and we are grateful for his assistance!
Caroline Martin- Public Safety
Officer Martin's profession demands that she be capable of problem solving to resolve any type of conflict, and she possesses the skills and talent to work through issues. She also maintains a professional and reassuring demeanor and always remains courteous regardless of the situation. Caroline is a wonderful example of what a public service officer should be!
left to right: Kenneth Carnes – Facilities & Grounds, Charlotte Kraft – Human Resources, Janet Kendrick – Campus Mail, and Jim Sutherland - Vice President for Business & Finance
Kenneth Carnes – Facilities & Grounds
Kenneth is a very hard worker and takes a lot of pride and initiative in his daily responsibilities. As Equipment Mechanic, his job performance ensures that all Facilities’ equipment is in good working condition and the department employees can continue to do their assigned duties. Kenneth is described as someone that “goes about his work quietly,” but the high level of customer service he provides to the Facilities team speaks volumes about him as a valued member of the Business & Finance Division!
Charlotte Kraft – Human Resources
Charlotte has served the campus community for over 30 years. In the Human Resources office, she is a friendly face that is always willing to help or answer a question with promptness and professionalism. As Benefits Counselor, Charlotte is often one of the first people to welcome new employees to the University at their new hire orientation session. And the Business & Finance Division can rest assured that Charlotte always represents us well with her outstanding customer service!
Janet Kendrick – Campus Mail
As a mail carrier, Janet delivers to most departments on campus and provides excellent customer service to her fellow employees. She takes her responsibilities very seriously, goes out of her way to get her deliveries correct, and handles the mail with great care. In addition to this attention to detail, Janet spreads good cheer as she bounces into the departments and calls out a lively “hello” to announce the arrival of the mail!
left to right: Greta Kirby – Campus Mail, James Spake – Campus Planning and Facilities, Amy Emory – Bursar's Office
Greta Kirby – Campus Mail
The Campus Mail department is well known on campus for their superior customer service, and Greta is an important part of that positive reputation. She is very knowledgeable and willing to offer helpful advice to customers with mailing questions. Along with her helpful approach, Greta sprinkles every customer interaction with her own personal touch of southern hospitality. Her charming and friendly personality make her a wonderful asset to Campus Mail and UWG.
James Spake – Campus Planning and Facilities
James works every Saturday and Sunday on campus, so he is responsible for supporting weekend events, classes, and any emergencies that may occur. Therefore, he represents the entire Campus Planning and Facilities division in many critical situations, so his ability to provide quality work and a high level of customer service makes him a crucial member of the Facilities team. James handles this level of responsibility with kindness, attentiveness and professionalism.
Amy Emory – Bursar's Office
Amy's willingness to help in any situation has given her a wonderful reputation on campus. She has received praise for providing outstanding customer service from her co-workers and from the students and parents she serves at the Bursar's Office. Amy is known for being patient, kind, courteous, and always pleasant to deal with. She recently celebrated her 10 year anniversary working at UWG, and the Bursar's Office and the University are lucky to have Amy on our campus.
left to right: Jim Sutherland- Vice President for Business & Finance, DeLisa Melson– Human Resources, and Dean Wilburn – University Police
Jamie Shirey– Facilities & Grounds
For thirteen years, Jamie Shirey’s expertise and commitment to excellence have made him a very important resource on campus. He is an excellent communicator with a strong dedication to customer service. While working on important facility improvement projects, he always shows a sincere interest in finding the best and most affordable solutions. Overall, Jamie’s efforts have led to many valuable enhancements to our campus and our students’ experience here at UWG!
DeLisa Melson– Human Resources
Although relatively new to the UWG campus, DeLisa Melson has quickly become known for her superior customer service skills. Her ability to juggle multiple responsibilities and keep a calm demeanor under constant pressure is outstanding. She consistently uses good communication to address everyone’s needs as quickly as possible, while remaining cheerful and professional. DeLisa is truly a wonderful example of the best in friendly customer service!
Dean Wilburn – University Police
After twenty plus years of service, Sergeant Wilburn is known for his professionalism and courteous approach in his daily duties. Aside from helping the campus community feel safer, he also promotes positive relationships with his fellow co-workers across University departmental lines. His reputation as someone that goes the extra mile for students, staff, and faculty makes him an invaluable part of the campus community and a wonderful asset to the Business & Finance division!
The Business & Finance Division would like to take this opportunity to congratulate all those employees receiving nominations. And thank you to the campus community for their continued support of this very important program!
