Spotlight Awards

Honoring frontline reps who provide exceptional service


Spotlight Award Winner

Kelsy Jimenez 
BioSolutia

Jimenez succeeds by personalizing each customer call.
“I listen to learn what I can and then adapt to what the customer’s needs are,” she says. “Sometimes they just want to vent, so I listen and help them slow down. Others might be a little older, and I need to raise the volume but still maintain that tone of care.”

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Spotlight Award Winner

Karynn Squadrito 
The CORE Group

Developing personal relationships with customers is very important to Squadrito. It makes the job more rewarding and when problems arise they can be dealt with in a very positive way. “Having a personal connection with customers makes things a lot easier,” she says.

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Spotlight Award Winner

JoBenita Davison 
Navy Federal Credit Union

Working in the fraud department, JoBenita Davison often has to deal with customers who are none to happy. She deals with those challenges by keeping a positive attitude throughout. “You have to understand the stress the member is under and just put yourself in their shoes.”

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Spotlight Award Winner

Steve Kovac 
Carnegie Science Center

For Steve Kovac, problem solving is at the heart of the service job. So he takes a team approach to the tough problems. By working on solutions together, Kovac finds that problems can be, “the greatest opportunities we have to talk things out and to learn more.”

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Spotlight Award Winner

Kim Sanders 
Americo Manufacturing

“Internal customers are just as important as your outside customers,” says Sanders. It can be easy to focus on external customers, but sharing your best self and your service skills with internal customers will build the kind of teamwork that supports external customers as well.

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Spotlight Award Winner

Alicia Ross 
City of Durham, NC

If you think you get difficult calls, meet Alicia Ross. She handles 911 calls for the city of Durham, NC. Despite what you might think, her job is similar to that of other customer service reps. She says that active listening, remaining calm and level-headed, and reassuring the caller that help is on the way are all critical aspects of the job.

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Spotlight Award Winner

Audria Perkins
Association for Child Development

One of the things that Perkins likes most about her job is that she can inject a little bit of herself and her personality into each customer conversation. That personal touch helps build rapport with customers and makes work feel a little bit “less like work,” she says.

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Spotlight Award Winner

Rachel Dillon
ACT Technology Services

Dillon is always improving her skills, but admits that she does jump ahead to solutions sometimes. To counter that, she’s working on “trying not to be so trigger happy,” she says. “I want the customer to finish telling me about what they see going on. Because even though it may be the same thing I have seen repeatedly, there may also be a slight difference.”

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