Customer Service & Experience Stars!

The BEST of the BEST
This page is dedicated to recognizing individuals who lead the way in providing exceptional customer experiences!  They are true Service Stars who create exceptional customer experiences on a daily basis. 
WE SALUTE YOU!!!
I would like to recognize Ronnie Livas who is an outstanding team member that has provided 28 excellent years of service.  Ronnie is a leader on the team who provides coaching and guidance to newer team members, escalation support resource and does whatever it takes to get the job done.
 
Ronnie sincerely cares about his customers’, team members and does not say no – he finds ways to make things happen. Customers’ appreciate his strong work ethic, customer-centric focus and commitment to deliver exceptional service.
 
Additionally, Ronnie has created a positive brand where partners have specifically requested Ronnie to be the dedicated CSO for their customers’ – partners love working with Ronnie. Ronnie plays such a vital role on the GIB team and would not be the same without him. It is a privilege to have such a remarkable team member on the team. Thank you for your 28 years of service, Ronnie!

Ronnie Livas
GIB Dedicated Client Service Officer
Wells Fargo

Sylvia Fagg, Product Owner for the ECS Dynamic Workbook, consistently keeps the customer at the center of everything she does. She recently rolled out the fifth Payment Manager workbook, the ISO Debit Dynamic Workbook. This Dynamic Workbook will improve the customer experience by providing customized file specifications for customers using the ISO file format.

She also added enhancements to the Payment Manager Dynamic Workbook, offering even more customization and accuracy when sending sample file specifications to customers. Thank you Sylvia for seeking to understand partner and customer needs and prioritizing your workload to always provide the best customer experience.

Sylvia Fagg
Wells Fargo

Stuart is the greatest advocate for her customers; the sales and relationship community that she works with. Because of her approach and push for a great user experience, these team members consistently respond extremely positive when surveyed. Stuart receives compliments on a weekly basis for her positive approach and willingness to do whatever it takes.

Stuart Douglas
Wells Fargo

Jeff goes above and beyond in everything he does from managing large infrastructure projects, to compiling user guides/documentation, to facilitating productive meetings, and executing complex customer infrastructure implementations. He always makes sure the customer's needs and expectations are put first and drives to deliver the best possible solution. He guides his project team through the project lifecycle, holding his team and himself accountable and proactively removes obstacles and mitigates risks. If a problem arises, he is quick to help explore options and drive to prompt resolution.

Jeff Reyen
Wells Fargo

Laura demonstrates customer service excellence by taking the extra step to ensure that her teams are supported, equipped with information to be productive, and are clear on what the next steps are so they can meaningfully contribute. An example of this is every week when she leads the ESTS Pipeline by soliciting agenda items, reaching out to participants to ensure they’re prepared, conducting necessary follow-up, and helping all participants connect the dots on how their deliverables tie into release calendars, work scheduling, and so forth.

Laura Williams
Wells Fargo

Marvin truly understands customer service – and delivers it in everything he does.  Marvin understands how critical his role is within TMI&D and the applications that help to serve our customer’s TM needs.  As the Release Manager for WICE, AES and TMLW he ensures that every piece of the puzzle is cared for to deliver seamless enhancements to our user community.  Thank you Marvin!

Marvin Graber
Wells Fargo

I would like to recognize Jeff Wantulok for consistently providing exceptional customer service not only to our customers, but to his internal partners and team members as well. No matter the day or night, or whether or not it’s a product he supports, Jeff will drop everything he’s doing to help support his partners to avoid negative customer impact and to make our customers whole. Thank you for all that you do for so many.

Jeff Wantulok
Wells Fargo

In support of the TMI&D quality review program, Tenisha consistently maintains focus on the customer experience while also mitigating risk for the bank. Although she is not customer facing, she works tirelessly behind-the-scenes to ensure any issues identified are corrected quickly so that the customer is not impacted.

Tenisha Buchanan
Wells Fargo

Joseph Andrade is nominated on the basis of his consistent delivery of exceptional customer service. In his role as a Team Lead, Joseph has supported many escalated client issues and has had the opportunity to showcase his ability to use his resources to mitigate any impact to our clients.

Joseph has received praise from customers and his peers as his quick thinking and product knowledge have aided in providing numerous positive outcomes. In one interaction, when a client had fallen victim to wire fraud and the issue was escalated, Joseph was able to work with our partners in wires and had them reach out Wells Fargo international contacts to work with the receiving bank in another country. Thanks to our teams resourcefulness and partnership the funds were recovered and the client sent a communication highlighting how Joseph’s efforts played a part in the positive outcome.
 
This is just one of the many interactions in which Joseph’s attention to detail and decision making  facilitated a win for our customer. Joseph embodies the delivery of A+ service and we thank you for your efforts and execution.

Joseph Andrade
Team Lead
Wells Fargo

Since transitioning from NSG to my Dedicated  team here in El Monte Ai Van has consistently shined and amazed with the A+ service he delivers.  Ai Van has a knack for flexing to each and every one of his clients and patiently adjusting to their style.  He was an integral part of onboarding a new service model for our Technology, Media and Telecom customers.  From day one he started building lasting relationships with not only his clients but his internal partners as well.  Ai Van takes a very proactive approach and in most cases acts as a consultant more than a service officer, as you can see by the recognition he received below.
 
“We (as in both our RAs and us) have been having such a great experience working with Ai Van! We’ve had multiple situations where Ai Van was able to jump in and instantly help, whether it’s a walk through or just simply answering questions. In one instance, Ai Van was helping out with training a customer and had noticed that there were only two company admins. Ai Van went above and beyond and asked the customer if she wanted to add another company admin, prefilled the form, submitted the case, and followed through with additional training for the new admins. It’s always a pleasure working with him!”
 
He is a joy to work with and we greatly appreciate him.

 
I do not exaggerate when I say he receives compliments like this from his customers both external and internal weekly. Ai Van puts the + in A+ Service and is a role model in customer service.

Ai Van
Wells Fargo

Happy National Customer Service Week to the Charlotte Bouncebacks!!!!

This group of amazing individuals make it happen each and every day like a well-oiled machine. They have redefined
the word ‘teamwork’ as we know it today because of their tenacity and willingness to deliver an A+ experience.
Relationship building is their STRENGTH and this is seen in every opportunity they are given to engage with customers
and internal partners. The Charlotte Bouncebacks have reinvented themselves and continue to get better and better.

Thank you TEAM for always showing UP and showing OUT!!! You all are true SERVICE STARS!!!

I would like to recognize Katrina Pinon who is an exceptional team member who leads by example, is a customer advocate and delivers best-in-class service.  Since joining Treasury Management Client Services in 2013, Katrina has demonstrated a strong work ethic, is team focused, and has a passion for customer service all while focusing on furthering her professional development.

Katrina continually does the right thing for customers, fully supports partners and leads team initiatives that align with the vision and values of the organization to help drive results. Additionally, Katrina is a trusted team member who provides guidance and coaching to newer team members and effectively assists with escalation support.

Katrina has received high praise from customers and partners – customers’ love her! Katrina takes pride in everything she touches and that is truly remarkable. It is a pleasure to have such an amazing team member part of the GIB family!

Thank you, Katrina!

Katrina Pinon
GIB Dedicated
Client Service
Officer
Wells Fargo

Alvin Luu joined our team as a client service officer last year from retail banking. He has a refreshing enthusiasm and fosters an engaging team environment, while being committed to helping our customers.

Alvin recently saved a customer from a loss of over $100,000. An ACH item was debited  from our customer to pay a loan for a customer by a different name.  Alvin received the call to file a claim and submitted the request to return the funds.  The receiving bank denied the return request five times. Alvin was determined to do what was right for our customer; he escalated the issue and demonstrated how the name on the accounts did not match, and that it was either fraud or a mistake on the receiving bank’s end. After the funds were returned, the relationship manager reported that Alvin helped restore the customer’s trust in Wells Fargo. Had Alvin given up, our customer would have taken a loss.

Alvin Luu
Wells Fargo

Marlene Hinojos has received many positive customer satisfaction surveys this year. Marlene has received recognition from her customers for understand the situation at hand and working to find a resolution.

On a recent survey one of her customers included the following comments on her A+ survey, "I can say that Marlene Hinojos was extremely professional and polite. She is/was knowable of the process and I  was over 100% satisfied with her services. Thank you!"

In addition to providing great service to her external customers Marlene provides excellent service and support to her internal peers/ partners. She supports her partners with customer follow ups in their absence and takes initiative to monitor their cases as if they were her own. Marlene has been a positive motivator in our team, she celebrates her peers accomplishments, birthdays and anniversaries. In addition Marlene puts together "Motivation Monday" quotes to help the team start the weed off with a positive outlook.

Marlene Hinojos
Wells Fargo

Megan is amazing, she is always striving to go above and beyond for her customers. She is extremely efficient in making sure requests are completed in a timely manner. When needed she is very involved with the customer and quick to answer any questions they may have.

For example, Megan had a client that recently just set up some accounts on CEO and this has been completed for about a week. The client reached out to her regarding a situation with Basic Banking and Megan emailed the customer with a resolution within minutes." Even when request are closed she is still willing to answer questions and provide our customers with the best of service. Her Partners appreciate her efforts and cannot thank her enough for everything she does to help the clients. Megan’s communication style is outstanding and she always circles back with the client to make sure they are setup correctly on a service and that all their questions are answered.


When working with Megan and a client it is all about team work to ensure the requests are completed. When Partners have questions regarding CEO Megan is always there to assist and willing to help with any issue they may run into with a client. If she doesn't have the answer she always has a solution, or department you can contact to gather this information.

Thank you Megan for your exceptional customer service!!!

Megan Sablak
Wells Fargo

Ever since transitioning from the RSO team here in El Monte into dedicated, Tony has developed a tremendous amount of knowledge for all TMCS products.  He has made huge strides since his transtiion into client services and has delivered world class service across the board to not only his own clients, however his service partners clients as well.  Not only has Tony met all of his goals, however has exceeded them.  Tony continues to receive high praise from clietns and relatoinship partners for his self-efficiency and ability to priortize and execute his objectives in an organized fashion.  Tony is one of my top performers on the team and always leads by example.  He is a big resources and asset to the team, and TMCS.  He is a dynamic client service officer that thrives for success, and leads variosu initiatives for our team.

Tony Bautista
Wells Fargo

I would like to recognize Jennifer Edwards for leading the way in providing exceptional customer service.  I have personally had the opportunity to see Jennifer’s growth and development during my time on the US Corporate Banking Dedicated Team.  Jennifer has fantastic leaderhsip skills, a hard work ethic, and drive.  She is an amazong role model fo rthe team, and gains her appreciation from her team in her phenonel support and guidance through various inquiries and client needs.  Jennifer is counted on and often sough t after her wealth of knowledge and guidance in TMCS.  She is willingly to take feedback, strives fo rexcellence and is always willing ot take on a challenge.  She has adjusted her work erffectively through different leaderhsip styeles.  I am always able to relay on Jennifer’s efficient and effective ability to manage escalations, lead a specific initative or project and ensure it gets completed with flying colors.  Jennifer always exceeds my expecations and is focused on her personal development.  She is a huge asset to not only the team, but to TMCS as a whole.

Jennifer Edwards
Wells Fargo

Stacie Douglas is a Treasury Service Associate in Wells Fargo Treasury Management Client Services group.  Stacie supports a complex portfolio of clients who use a wide range of our products and services.  The delivery of service to her clients is of the highest importance, exceeding expectations with her response time and making sure her clients feel valued.  Stacie has been recognized by clients as well as the Treasury teams she support for her willingness to be proactive. 

Stacie has led the way in client training by taking the initiative to schedule onsite product training for multiple clients.  Stacie identified trends in training needs and worked to organize trips to each of these client sites.  This work reduced the client inquiries and enabled the clients to be more self-sufficient.  Stacie works to find other ways to improve the service to her clients, this most recently has been through Service Consultations. 

Stacie has completed 10 this year, Stacie understands this opportunity is not about meeting a number but about true value to her clients.  Stacie is currently working to support other CSO’s in the training of Service Consultations through the ongoing workshop in Charlotte.

Stacie Douglas
Treasury Service Associate 3
Wells Fargo

Karen Smith is a clerical associate in the Refunds Unit of the NYC Department of Finance.  Karen handles various tasks for our unit, such as assigning refund cases, inputting data for issuance of parking refund checks, helping with the mailing of refund checks, and handling returned checks.  Over the last six months, Karen has taken on more tasks, and she has handled these new challenges with determination.   Despite the many tasks that she must juggle for the unit, Karen is efficient and works extremely hard every day to serve our customers.  She consistently exudes team spirit and delivers excellent, quality work.  Her dependability, positive demeanor, and enthusiasm are valuable to the unit.  We are grateful to have her on our team.

Karen Smith
Clerical Associate
NYC Dept. of Finance

Check out our friends at Phoenix Childrens Hospital celebrating National Customer Service Week!
As leader of the Gypsum US Customer Service team, Brad Nicholson faces each day with a passion and enthusiasm for great customer service. His positive attitude and willing approach to go the extra mile for customers rubs off on his team and colleagues alike.   Getting massive volumes of board, together with multiple shipments of finishing products, delivered to our large customer base across the length and breadth of the United States on a daily basis, using trucks, across multiple sites, requires a calm, collected and dedicated attitude. Something which Brad demonstrates, each and every day.  

Thank you for being a customer service star Brad. We appreciate you.

Brad Nicholson
Leader, Gypsum US
Customer Service Team
Kustaa Pantin is a member of the Refunds Unit of the New York City Department of Finance.  Although Kustaa has only been with the agency for a few years, his knowledge of refunds has grown tremendously, and he has contributed to the unit in various ways.  On a daily basis, he provides superior customer service to city employees assisting them with their tax questions.  Kustaa always goes the extra mile if needed to ensure that customer issues are resolved expeditiously.  Kustaa has also been a key player in the agency’s implementation of a new business tax system.  Over the last two years, he has worked countless hours on testing and supporting the agency to make a seamless transition to the new system.      

Kustaa is an exemplary employee who demonstrates teamwork, dedication, and commitment to quality service.  Our unit’s successes would not be possible without his contributions and hard work.
Kustaa Pantin
Refunds Unit
NYC Dept Finance
Tamatha Hines is a Senior Case Refund Processor for the Refunds Unit at the NYC Department of Finance.   In her short time with the unit, Tamatha has contributed greatly to the success of our unit.  She processes over 300 property refunds and adjustments monthly.  She assists customers on a daily basis in a professional and courteous manner.  She is an innovator who is always looking for a better way to do things.  She is committed to efficiency and quality service with her creative thinking.  She volunteers to help other areas during peak periods and with special projects.  She is consistently diligent and committed to devoting the time necessary to deliver superior service to the public.  Tamatha inspires others with her enthusiasm and incomparable work ethic.   

Tamatha Hines
Refunds Unit
NYC Dept Finance
Adrienne Jackson is the supervisor for the Property Refunds Group at the NYC Department of Finance.   Adrienne oversees the processing of close to 3,000 property tax refunds, totaling over $25 million, for the City of NY each month.  On a daily basis, she handles many customer inquiries from property owners, attorneys, mortgage companies, and other external stakeholders.  Despite the many responsibilities she juggles, she is patient with customers and takes the time to ensure that the issues are addressed with accuracy and professionalism.  Her dedication to serving the public is demonstrated by her volunteering for a new agency initiative to enhance customer service.  

Adrienne brings a consistently positive approach to her job and demonstrates an excellent understanding of the importance of teamwork by helping her coworkers whenever it is necessary.   Adrienne’s talents and hard work have proved invaluable to the Refunds Unit.  

Adrienne Jackson
Supervisor
Property Refunds
NYC Dept Finance
Richard Fortuna is a Treasury Services Team Lead within Wells Fargo’s Treasury Management Technical Services group.  In a short time as Team Lead, Richard has helped foster a culture of development and teamwork from a deep appreciation of communication, information sharing, and personal coaching.

Richard created training for Client Services that increased first-touch customer resolutions and reduced escalations, as well as facilitated personal one-on-one meetings with teammates to noticeably improve core metrics. He also delivered coaching to Senior Techs to improve their case management and time management skills, reducing case load for some team members by as much as 30%, on top of handling escalated technical issues, training new team members, and the various other Team Lead duties within Tech Services. Richard is an integral asset to Wells Fargo providing an A+ customer experience!
Richard Fortuna
Team Lead
Wells Fargo TM Tech Services Group
Jackson Revolus is the Deputy Director for the Refunds Unit at the NYC Department of Finance.   In his role, Jackson is responsible for the accurate disbursement of hundreds of thousands of refund checks totaling over $900 million annually.   Over the years, Jackson has made significant contributions to enhancing the delivery of refunds to taxpayers, including playing a role in the conversion of certain refunds from paper checks to electronic fund transfer and working with DOF’s technical team to streamline the process for certain refunds. 

Jackson is an industrious worker, demonstrating dedication, loyalty, and enthusiasm—and producing results.  Exceedingly organized and efficient with his time, Jackson is a superb manager who has an unstoppable work ethic.  As a key member of the Refunds Unit leadership team, Jackson has successfully interfaced with all levels of internal management and served as an ambassador of the agency to external stakeholders.  He holds his staff to high standards of quality and production, but he is also an accessible coach who provides training and developmental feedback.  He has also demonstrated his unwavering support for excellent customer service.     

Jackson inspires others in his workplace with his humility, enthusiasm, and dedication to serving customers.   He teaches those he leads and serves others consistently.  

Jackson Revolus
Deputy Director
NYC Dept Finance
Anna Varner works for Securitas Electronic Security and was recognized during a recent customer visit for her dedication, error free work, and excellent customer service on their account. Anna is always available for her customer and from their perspective ‘always gets the job done.’
Anna Varner
Securitas Electronic
Security
Heather Magaha, Senior Vice President and National Client Services Manager for Wells Fargo Treasury Management, sets the bar for excellence. Heather continuously improves systems, pioneers processes, and develops her team to ensure the bank’s most complex customers receive the exceptional service for which Wells Fargo is known. While her experience and professional accomplishments earn respect from all levels of organization, what sets Heather apart as a leader is her passion for guiding others to success. Coaching direct reports, cultivating mentor relationships, sponsoring leadership programs, creating professional development groups, encouraging women in business, and inspiring the next generation of business professionals are all in a day’s work for Heather. She was awarded the Gold trophy for Woman of the Year at the 2016 Stevie Awards for Women in Business, and the department was awarded the Gold trophy for Customer Service Department of the Year at the 2016 Stevie Awards for Sales and Customer Service.

Heather Magaha, SVP Wells Fargo

Sabrina Evans works for Securitas Electronic Security and received major kudos from her handling with a large customer account. Sabrina drives satisfaction with her customer by making them feel that they are her highest priority during every interaction. Sabrina’s customer stated they truly know that she always has their best interest at hand
Sabrina Evans
Securitas Electronic
Security
Elizabeth Spillman is a Treasury Services Team Lead in Wells Fargo’s Treasury Management’s WellsOne® Service Center. Elizabeth is responsible for servicing some of the bank’s largest and most complex relationships, researching customer and colleague questions regarding Treasury Management services, and resolving escalations for clients. As a Treasury Service Associate, Elizabeth developed deep and specific knowledge of over 60 Treasury products and earned two Service Excellence Awards. As a certified Treasury Management Client Delivery Coach, she used her expertise to train Service Associates, and now coaches Client Service Officers on compliance and service opportunities with their dedicated clients. Elizabeth was awarded the Bronze award for Young Customer Service Professional of the Year at the 2016 Stevie Awards for Sales and Customer Service.

Elizabeth Spillman, Team Lead Wells Fargo

Demetria Smith is Vice President and Client Services Manager in Wells Fargo’s Treasury Management Client Service group. She leads a group of Client Services Officers (CSOs), who have assigned portfolios of Commercial Banking customers, in a way that creates an environment of unfailing support in a culture of trust and caring. She delivers exceptionally on everyday goals, like a 25% increase in customer interactions with no increase in staff, while also focusing on long-term goals, such as maintaining a customer satisfaction score of 4.8 out of 5 for over two years and completing 99.8% of service inquiries within the committed timeframe. By creating opportunities for her teammates to exceed what they imagine for themselves, Demetria creates an environment to provide the highest level of service to our customers. Demetria was awarded the Gold trophy for Customer Service Leader of the Year at the 2016 Stevie Awards for Sales and Customer Service.

Demetria Smith, VP Wells Fargo

Jackie Baker works for Securitas Electronic Security and was complimented for her work on a customer account during Hurricane Hermine. Jackie showed concern for her customer’s safety with the customer stating ‘Jackie’s actions are what separates your company from the competition.’

Jackie Baker
Securitas Electronic
Security
Linda Anderson is a seasoned customer service advocate. Linda’s expertise is “behind the scenes” for our Client Services Officers and Management team. Linda’s thorough research capabilities, subject matter expertise, and ability to analyze all situations are traits that are heavily relied upon. She is the “go-to” person for her team, her peers and Leaders.

Linda also ensures that her team is thorough, thoughtful, and proactive. By carefully analyzing and trending customer situations, they take it beyond the correction. They get to root cause and make recommendations to ensure errors don’t re-occur. This may include modifications to instructions, user access, and correcting setups. Whatever it takes to have an A+ Customer Experience, Linda will make it happen.

Thanks to Linda for always going the extra mile and being our Super Star!

Linda Anderson
Wells Fargo

Send us an image and brief story about the Service Stars in your organization!  We will post them here and they will gain International Recognition for their value to your organization! Email your Service Stars to info@NationalCustomerService Week.org