Nomination Process

Criteria for Agent of the Year:

• Committed to quality service
• Product-knowledgeable
• Knows his or her customers
• Treats all customers (internal/external) with courtesy and respect
• Never argues with a customer
• Never leaves customers in limbo
• Handles all callbacks, emails with a sense of urgency
• Provides what he/she promises
• Assumes the customer is telling the truth
• Focuses on making customers and not sales
• Makes it easy to do business with the company 

Congratulations to the 2009 Spirit of Service Award Winners!

	Jerri Sauter, CIGNA Healthcare Service Operations Moosic, PA Jerri’s “spirit of service” is demonstrated in every interaction with our customers. Jerri loves her job and the people she speaks to every day. What I find remarkable about Jerri when I listen to her calls is that you can hear how she conveys sincere appreciation at every opportunity presented to her by a customer. She has received numerous compliments from our customers directly commenting on the ease she created for them in dealing with difficult situations in their life. Jerri was recently chosen as Customer Service Associate of the month in our office and her teammates sent her various notes on what she has done for them and how they feel about her.
	Carole Gagliardo, U.S. Small Business Administration Buffalo, NY Carole grew up in a customer service culture. She has the 'spirit of service' running through her veins. Carole epitomizes the mission of SBA disaster assistance program and she is a tireless advocate for our customers. I have occasion to monitor the staff's calls, and Carole never fails to amaze me with her congeniality, sensitivity and professionalism. She is extremely knowledgeable on SBA's program and most always provides callers with first call resolution.
	David Nitcher, SEFCU Albany, NY Dave demonstrates the Spirit of Service with SEFCU's members (customers) by always taking a consultative approach in his interactions. He never has to focus on selling, because he provides such outstanding service that members are always receptive to his product suggestions. He shows that he truly cares on every call and his product knowledge is outstanding. He becomes the advocate for SEFCU's members when a unique situation requires exceptions to policy or escalation.

1) Velma Brownstein, Global Payments Inc.

2) Richard Coburn, AAA Carolinas

3) Elizabeth Cramer, Arvato Digital Services

4) Toby Goodman, AAFES- Army & Air Force Exchange Service MK-Catalog Call Center

5) Adam Khail, AutoTrader.com

6) Randi Simmons, Interactive Response Technologies

7) Sara Vanover, Hot Topic

8) Trina Webster, Global Payments Inc.

9) Georgia Wilson, Wells Fargo Bank, N.A.

10) Cindy Wright, Department of Veteran Affairs

Congratulations to the 2008 Spirit of Service Award Winners!

 

	Cheryle Epting, AAFES Cheryle represents the All Services Exchange Catalog & Online Store a division of AAFES which services all branches of the military and Veteran’s Canteen. The Army and Air Force Exchange Service (AAFES) –– now in its second century of service –– remains committed to its dual mission of providing products and services to military families worldwide and generating earnings to supplement military morale, welfare and recreation (MWR) programs.
	Irma Mitchell, Inspiritec Irma has been with her company, InspiriTec, for over 7 years. Irma’s call handling skills have set the standard for providing world-class attentiveness and compassion, making her an outstanding choice for recognition by ICM during its Customer Service Week. She has consistently exceeded all performance measures – most importantly customer satisfaction.
	Jon Harmony, Franklin Templeton Associates Jon delivers superior service to customers, while building the trust of all shareholders and financial advisors and protecting the best interest of the funds.  He provides product support and education to clients on appropriate products and services, and performs value add activities within the calls.  He also keeps abreast of current market conditions, fund and company policies, investment and tax law changes, compliance requirements, and all other procedural information.
	Ronaldo Manga, TELUS Ronald, as he is also known,  works in one of the largest customer service programs – a billion dollar American energy company – and he is one of the program’s 400 agents handling 320,000 customer service calls per month.  Ronald has been consistently recognized as an outstanding agent not only by TELUS but by our client as well. He was the client’s Agent of the Year in 2006 and Agent of the Quarter for the second quarter of 2007.