Dear colleagues,
A few weeks ago, the OF&S leadership team gathered to reflect on our progress and discuss the opportunities ahead. One theme emerged resoundingly clear: a shared commitment to elevating the customer experience across all areas of our work. Together, we envisioned a future where OF&S is recognized not only as a service organization but as a partner that delivers exceptional value through every interaction.
Redefining the Customer Experience
Great customer experience extends beyond resolving issues or meeting needs—it’s about creating moments that leave a lasting impression. Anticipating customers’ needs, communicating clearly and transparently, and providing seamless and efficient processes are central to delivering unparalleled customer experiences.
This year, we are prioritizing that goal, and I encourage you to watch Salena Scardina’s TED Talk, A Defining Time for Human Connection in Customer Service for some inspiration. Her insights into empathy and the impact of small, human-centered actions, balanced amidst the power of technology, beautifully align with our mission to create exceptional service moments.
Defining Success with Measurable Actions
To ensure consistency and accountability, we will introduce metrics to assess how well we’re delivering on our customer experience goals. These metrics will help us evaluate our impact, identify areas for improvement, and celebrate successes. I look forward to sharing these tools and tracking our progress together in the months ahead.
Listening to Our Community
Feedback is central to improvement, and I am excited to host Free Coffee for Feedback events throughout the year as one way to connect and listen to OF&S customers. During these events, free coffee will be offered to students, faculty, and staff who come forward with feedback and suggestions related to the services our division offers. I encourage you to think about creative ways your team can collect and act on feedback from your primary customers. By analyzing this data and integrating insights into our practices, we can better anticipate and respond to evolving needs.
As a prime example of anticipating needs and timely responsiveness, I want to extend my sincere gratitude to the more than 150 members of the Incident Management Team, including members of F&CP, H&D, RUPD, and Emergency Management, who cared for our students, community, and facilities during Winter Storm Enzo. Your thoughtful planning and responsiveness proudly demonstrate our culture of care.
OF&S Award Recipients
I am thrilled to take a moment to recognize the outstanding contributions of our colleagues who were recently presented with OF&S Awards. These honors celebrate the dedication and exceptional service that define OF&S. Please join me in congratulating them and thanking them for their contributions.
Above & Beyond Awardees
The Above and Beyond Award recognizes those who take on extra responsibilities to support the broader campus community, truly embodying our commitment to service and excellence.
- Eric Withaar and Chris Ramirez (OIT) for their pivotal roles in the successful relocation of the RUPD to Mudd.
- Joe Abi-Nader (B&F) for his outstanding support in helping a colleague navigate a complex 600,000-line spreadsheet with professionalism and patience, accelerating her learning and delivering key insights.
- The following individuals from the EHSLO, Grounds Crew, Arborist, and RUPD teams for their quick response to a fallen city-owned tree that blocked the campus exit early in the morning when city crews weren’t available until the afternoon: Jeff Coleman, Michael Carter, Rufus Cyrus, Larry Woods, Darrell Riley, Shane Durand, Sherry Durand IV, Marselo Escalante, Francisco de le Cruz, Marlene Melchor, Mike Duplessis, Eleazar Alejandro, Jose Solis, Jose Arroyo, Juan Cabrera, Bobby Davison, Anthony Mathews, Teliah Winters, Matt Miller, Tom Hudak, Chris Rogers, Alex Williams, and Forrest Lavigne.
Excellence in Customer Service Fall 2024 Awardees
The Excellence in Customer Service Award, given each semester, highlights individuals and teams who go above and beyond in fostering positive relationships and delivering outstanding service.
- Lewis Coleman (OIT) for his exceptional IT support to the Budget & Finance team.
- Lisa Smithies (B&F) for her efficiency, effectiveness, and helpfulness, making her a vital part of daily operations and deserving of recognition for her outstanding contributions.
Thank you to our award winners and all OF&S team members for your dedication to our community. I look forward to working together so we can make 2025 a defining year for excellence in customer experience.
Warm regards and Happy Valentine’s Day!
Kelly Fox,
Executive Vice President, Operations, Finance & Support