Transcript TAA Regional Oversight

Customer Service Award Nomination
Nicole Quintero
Office Manager, Willowbrook
I AM Workforce Solutions
to my customers
Nicole Quintero utilizes all internal and external resources
available to provide the best customer service possible.
She takes ownership of the issue at hand
regardless of where the concern arises.
Not only does she exemplify the principles of good
customer service she is also on a mission to
bridge the gaps within the system!
She identified an opportunity to improve the
scholarship process…
Embracing the principles
and bridging the gap
Proposing a revamp of scholarship letter timelines
Worked with career office contractors, Board Staff, Financial Aid Call Center and Financial Aid
Payment Office to revamp the scholarship timeline and deliver scholarships in a more efficient,
customer friendly manner.
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As a member of the financial aid workgroup, suggested to Board Staff that outreaching current
scholarship customers earlier in the semester would allow the call center to stagger the work and
process all continuing scholarship awards timely.
Worked with stakeholders to implement, which has resulted in a smoother process for customers,
better staff utilization and cost savings to the system in delivering more efficient services.
This project necessitated effective communication with all parts of the system and follow up to
insure that the new process worked smoothly.
This is the epitome of using the
I Am Workforce Solutions principles
to guide our work and bridge the gap.
I understand the resources available
throughout our system
She assists in organizing and helps create and deliver
information sessions which help system staff to understand
the resources available. She also works together with other
parts of the system to assist in resolving challenges.
Regional TAA oversight…
TAA REGIONAL OVERSIGHT
• Enhanced Program Knowledge
• Coordinates and Host Info Sessions
• Improved communication with Merit
staff and Career Offices via FACS
• Facilitates Conference Calls
I use my customer’s perspective
to guide my work
She listens closely to her customers but most importantly she keeps an
open mind to their needs and finds the best way to assist them.
In the past 6 months we’ve had an increase of special grant training
and a need to assist local colleges with promoting their training, Nicole
once again took the lead…
OIL & GAS GRANT COORDINATION
In the last 6 month's Nicole worked with career offices, Financial Aid Call Center, and community
colleges to ensure the success of Oil & Gas Grant Training
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Assisted with developing application process for customers interested in special grant training
Liaison between colleges and Financial Aid Call Center regarding customer eligibility status
Assisted colleges with coordination and scheduling of info sessions for staff and customers
While taking on additional assignments, Nicole continues to effectively
manage her career office and provide support to her team.
for these reasons we’d like to nominate for the Customer Service
Award……..
Nicole Quintero
Office Manager
Willowbrook