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2007 Customer Service Heroes Recognized

Mecklenburg County's 2007 Customer Service Heroes were recognized at the Thursday, October 11 Department Director Breakfast.  Nearly one hundred County employees were nominated by their peers for recognition this year, and five were selected by the Customer Service Coordinating Council as those that best represented the County's standards for service: Ethics, Service Quality, Timeliness, Courtesy & Respect, and Communication. 


Charlene Niels is the 2007 hero for Courtesy & Respect.  Charlene is an often unseen contributor to the County's customer service efforts in the Finance Department, ushering documents through a system that is very large in scale.  When documents are ready or approvals have been secured, she will take time to seek out her customer to let them know the status.  Her positive attitude sets a standard that all County staff should emulate. 


Courtesy and Respect - Charlene Niels , Finance



Gustavo Mibelli is this year's hero for Timeliness.  As part of his responsibilities in the Real Estate Services Department, Gustavo often works extended hours to ensure projects are on time.  Since the schedules of others are generally dependent on his work, Gustavo focuses on making every hour of the day as productive as possible.  He even squeezed time into his schedule this past year to complete the County's LEAD program. 

Timeliness - Gustavo Mibelli, Real Estate Services





The County's Communication hero is Marielayna Rossillo.  As a Park Watch Coordinator, Marielayna makes it a point to remember the faces and names of people that use the greenways and trails to make each one feel special.  Visitors know they can rely on her to provide or find the answers to park questions, and one of her supervisors has called her "the persona of customer service."


Communication - Marielayna Rossillo, Park and Recreation


Our Service Quality hero is Nora Gonzales.  Nora has been a Case Manager in the Department of Social Services for a little over a year.  She typically answers over one thousand calls each month from both English and Spanish speaking customers, and often encounters people who are unsure about the services that may be available.  Nora's coworkers report that she always goes above and beyond to ensure the customer gets the needed information.  

Service Quality - Nora Gonzalez, DSS



This year’s Ethics hero is Tammy Dixon.  Tammy leads customer relationship efforts in the Information Services & Technology Department, and is widely recognized as someone that has built trust through a genuine concern for being fair and appropriate.  Her team members have cited her behavior as a model for providing quality customer service, and give her much of the credit for the department’s improvement in customer service scores.


Ethics - Tammy Dixon, Information Services & Technology


Prior to the recognition at the Department Directors Breakfast, the heroes were announced by County Manager Harry Jones at luncheon for all of the nominees on October 3.  Congratulations to all of the heroes and nominees on being recognized for their daily customer service to our citizens.  Keep up the good work!


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