Spotlight Awards

Honoring frontline reps who provide exceptional service


Spotlight Award Winner

Mike Bridges
Circus, Circus Hotel and Casino

Working in Vegas isn’t all bright lights and glamour, the hard work of earning repeat customers is the key to success. For Bridges this message is part of his regular training sessions with new hires. After all he says, “the guest is our most important job, and if we don’t take care of them they will not return.”

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Spotlight Award Winner

Megan Tracey 
Philadelphia Insurance Companies

Sharing and collaboration are key to Tracey’s success. For example, says her supervisor, “If she does not know the answer to a customer or an agent question, she will find the answer, inform the customer or agent, and then educate the staff so that if they are faced with a similar situation they are armed with the knowledge and resources to respond appropriately.”

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Spotlight Award Winner

Brandi Head
Clayton County Water Authority

In this hectic call center, Head and the rest of the staff work to keep pressure under control. All it takes is good jokes, some laughter, and taking time out to make each other breakfast in the morning — that upbeat and positive feeling lasts all day long.

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Spotlight Award Winner

Stacey Larson
Travel Tags Inc.

After 15 years in customer service, Stacy Larson has three pieces of advice that she shares with newcomers: Stay calm, make sure that you ask for help when you need it, and form good relationships with others within the company. Even when Larson receives a call from work in the middle of the night, she keeps point number one in mind.

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Spotlight Award Winner

Sueanne Larson
3M Sales Support Center

Taking a giant leap outside of her job description, Sueanne Larson took on the job of finding ways to better support 3M’s sales staff. Her efforts led to the creation of a new sales support team and, as supervisor Patti Leslie notes, “despite doing two jobs at once, her energy level never went down.”

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Spotlight Award Winner

Nathaniel Parkinson
VA Maryland Health Care System

For Nathaniel Parkinson, customer service is all about listening. And, as a mediator and patient advocate he knows this from experience. “If you can’t listen to what people are saying to you, and you aren’t hearing what their problems are, then you can’t fix them,” he says.

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Spotlight Award Winner

Christopher Benjamin
Pinellas County Housing Authority

Making customers feel comfortable can help defuse anger and resolve problems says Christopher Benjamin. When working with customers in person, he likes to, “sit down with them, side-by-side, and look at them in their eyes so that they feel comfortable and welcome in this setting.” That level of care can make a huge difference in service outcomes.

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Spotlight Award Winner

Justin Prescott
Navy Federal Credit Union

Justin Prescott is well known for his ability to handle any call. Here’s his secret: “When I am making a customer service call, I think how nice it would be to have a friend there that I could speak with who could help me out. So I try to be that friend when people call in — especially if there is a problem, because that is when you need a friend the most.”

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Spotlight Award Winner

Linda Kristensen
VA Outpatient Clinic

Scheduling time to work with busy patients, clients or customers can be a challenge. For Kristensen and other staff members, the solution is strenouous ten-and-a-half-hour days when needed. “We try to make time for those whose schedules leave them time only early or later in the day,” she says.

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Spotlight Award Winner

Beverly Reese
Arkansas Oncology Associates

For Beverly Reese, “going above and beyond” is more than a simple catch phrase. It’s what service is all about. Take the time that a patient couldn’t afford frequent trips to the medical office for his treatments, Beverly purchased a discounted bus pass for him at her own expense. Actions like that make the words come alive.

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