Customer Service Hero Nominee: Jason Girard

Nominee: Jason Girard

Nominated By: Bunny Brown

Nomination:

There have been many times in the last year that I have had to ask this individual for help on projects that were above and beyond his normal activities. He always delivered the requested information or help before the requested due date and he did it in a very positive manner. I would not ever hesitate to ask him for something as I know he will deliver.

CRM Director Tammy Dixon Wins Mecklenburg County Customer Service Hero Award

At a luncheon at Freedom Park Wednesday, County Manager announced the IST CRM Director Tammy Dixon as the Customer Service Hero Award for ethics. Tammy received a total of three Customer Service Hero nominations. See what her fellow IST employees had to say about her:

IST Director Jerry Pinkard collaborated with the CRM team for a nomination form that truly exemplifies Tammy's dedication to Customer Service:

Tammy Dixon, IST CRM Director, is a customer service hero. Her dedication to her customers is unwavering and she strives every day to improve customer service. We recently received the results of our 2007 Customer Satisfaction Survey and they were outstanding. Tammy deserves a great deal of the credit for these results.

Her relentless pursuit of high customer service standards and increased employee satisfaction plays a big role in these high scores. Tammy is proactive and makes time to consistently check in on customers to ensure that they are satisfied with our services. She's always sought out by customers and IST staff because she's approachable, patient, a good listener and gives candid advice.

Tammy has spent many hours listening to customers, communicating their feedback within IST to help improve service delivery. She listens to customers and acknowledges their concerns and communicates with them in a language they can understand. She makes commitments and keeps promises.

Nominated by: Bunny Brown

I am fortunate to work for one of the most ethical employees in this County. She always works hard in our area and other areas of the County to make sure things are done in a fair and appropriate manner. She has been instrumental in arranging for the work that is being done with regard to Culture Change. She is honest to a fault. She is an ethical leader that commands trust because she builds it daily through actions that demonstrate concern for everyone. She models a behavior that makes it easy for us to look up to in order to provide our customers with a quality experience.

Nominated by: Randi Davis

Tammy is dedicated to serving her customers.
Even on her days off and on evenings, Tammy is responsive and timely in dealing with internal and external customers.
She possesses a rare tact that allows her to talk to our customers about anything and to do it without hurting anyone's feelings.
Our customer service scores are outstanding and Tammy deserves quite a bit of the credit for that. She is a dedicated to IST and Mecklenburg County and deserves this recognition.

Customer Service Hero Nominee: Linda Gaskey

Nominee: Linda Gaskey

Nominated by: Bunny Brown

Nomination:

Linda serves on the Helpdesk that takes calls, mainly for the Department of Social Services staff. I have watched her in action and she gives her full attention to the customer. If she doesn't understand something, she asks for clarification and doesn't try to rush them. She always speaks in a respective and helpful way. The customers have developed a trust with her and that is very important when you are trying to help them resolved an outstanding issue or get a question answered.

Customer Service Hero Nominee: Matt Newlon

Nominee: Matt Newlon

Nominated by: Isa Momoh

Nomination:

Matthew Newlon of IST's Procurement Group is truly one of the County's best customer service employees. Matthew's professional courtesy, empathy, patience and positive attitude makes him a superb candidate for this award. Matthew always maintains a smile and professionalism even when situations turn hectic. More than once, he has been able to immediately provide service recovery to recapture a customer's faith in Procurement services. Matthew is always sought out by internal and external IST customers for services. He is a joy to work with and I feel privileged work with him.

Customer Service Hero Nominee: Jorge Peralta

Nominee: Jorge Peralta

Nominated by: Bunny Brown

Nomination:

When the words courtesy and respect come to mind I immediately think of Jorge. Jorge is the lead in the Desktop team and he sets the bar high for his group and provides them with an atmosphere that encourages them to act in a like manner to all the customers they come in contact with each day. Whether in person, on the phone or via email, he is respectful of the customer and their time. Jorge follows the Golden Rule:Do unto others as you would have them do unto you. He responds promptly to inquiries and requests for information and if he is delayed he is quick to let the person know of that delay.

Nominated by:
Robert Howard

Nomination:

Jorge Peralta continually goes above and beyond to ensure his customers receive the highest possible service. This was exhibited recently when LUESA purchased some new televisions to be used in the lobby area of HMC. Two large widescreen TVs were shipped to the HMC Annex instead of HMC. Jorge could have taken the route of notifying LUESA and been done with it. Instead, Jorge took ownership of the situation and personally arrange to deliver the TVs to the appropriate people in LUESA. Well, this order was double ordered and 2 more TVs showed up at the annex and once again Jorge took ownership and worked with IST procurement to ensure they were returned to the manufacturer. Not done yet, one of the TVs, when unboxed by LUESA, was damaged and needed to be sent back to the manufacturer and once again Jorge arranged the return. This is a prime example of Jorge taking ownership of a situation for the benefit of his customer. Jorge provides service quality at the highest level possible.

Customer Service Hero Nominee: Ken Tripp

Nominee: Ken Tripp

Nominated By: Barbara Lansche

Nomination:

Ken is tireless in his efforts to make the County work environment up-to-date with the best hardware available. He is always pleasant and quick to help customers understand why he has made decisions that affect them and their work. He works very hard to meet the needs of his customers by providing them with the best computer hardware to do their jobs. He has made sure the County has appropriate processes in place to identify and keep track of equipment. Although it can be very tempting to "reuse" or recycle older model hardware, Ken is quick to point out how doing so can create more headaches than using new.

He is truly my Customer Service Hero!

Celebrating Our Customer Service Hero Nominees

This week is National Customer Service week and six IST employees have been nominated for Customer Service Hero Awards.



Congratulations to:



Tammy Dixon
Linda Gaskey
Jason Girard
Matt Newlon
Jorge Peralta
Ken Tripp



Every day this week, we will be celebrating our Customer Service Heroes and sharing their nomination forms. On Friday, IST Director Jerry Pinkard will be recognizing our IST nominees with a special lunch.

"I am very pleased that IST had six nominees for these awards," says Jerry. " I am very pleased with each of them and think they set a great model for what customer service ought to be."



Congratulations, everyone!