Spotlight Awards

Honoring frontline reps who provide exceptional service


Spotlight Award Winner

Timothy Knab
Bosch Security Systems

For Timothy Knab, understanding customer priorities is essential. Sometimes he is working with a customer with a job six months down the road. And sometimes a security system just went down. “So you have to understand the customer, listen to them, understand the priority of what they are facing, and put as much urgency into it as you possibly can,” Knab says.

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Spotlight Award Winner

Molly Warzyn
Thrivent Financial

When she is working with customers, Warzyn values the opportunity to make a difference. “It’s not just a matter of answering the phone and giving an answer,” she says. “Our culture here is truly based on making an impact. So having that opportunity to go above and beyond to make a difference on every call — that is very fulfilling.”

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Spotlight Award Winner

Annette Werner 
Aesculap USA

Product knowledge is critical, says Werner. “When something new comes out and I see it for the first time, I dig in and learn everything I can … the more you know, the more it helps you to do your job better, and it gives you a better perspective on how your job helps contribute.”

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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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