Customer Service Excellence

Sandra Dathorne
Finance & Administration
“Thank you for the interest and support you gave me with Time Warner Cable,” wrote Avis Smith. “It’s good to know there is somebody out there to help the little people.”

Chris Trevino
Public Works & Engineering
Another rebuff was what Rafael Lara expected when he called water customer service. Instead, he got Chris Trevino, who took the time to understand Lara’s problem.

The computer system was down, but Trevino didn’t use that as an excuse, Lara wrote. “He listened, realized my case was complex and wrote all the information down.”

Then, he called the next day with a solution, Lara wrote. “Chris really went out of his way to provide friendly, professional assistance.”

Kimberley Young-Payne, Mattie Melton
City Secretary’s Office
Marta Madrid’s faith in Kimberley Young-Payne and Mattie Melton has always been repaid with exceptional service. “They are efficient, expedient and professional,” Madrid wrote. They answer the phone in no more than two rings and respond to every request.

Her last request was for copies of 5-year-old papers, Madrid wrote. When she recieved the papers in just three days, she offered to treat the women to lunch. They refused. “I am most impressed that they placed their employer first and turned down my invitation. My hat is off to these two ladies,” she wrote.

Fred Schumacher
Library
Books she had returned to the library were still on her record, wrote Kelly Smith. “I was agitated and quite exasperated about this apparent computer malfunction.”

But Fred Schumacher found the books on the library shelves and cleared her record, Smith wrote. “Mr. Schumacher was accommodating and professional. He is an asset to the library.”

Elizabeth Rodriguez
Human Resources
“We commend Elizabeth Rodriguez for her skill, knowledge and compassion in helping us select our benefits package,” wrote B.D and Mary Rasmussen, city retirees. “She is a fine representative of your department.”

Jacquelyn Wittmer
Municipal Courts Administration
Evelyn Llorens’ son was in jail, and she was worried. She didn’t know what to do about his two traffic violations. Jacquelyn Wittmer quickly eased her mind. “Not only did Ms. Wittmer give me accurate information, she made me feel like an important person,” Llorens wrote. “She was patient and professional all the time.”

Roy Minter
Finance & Administration
Although Vicky Hayes walked into the commercial permitting office when she meant to go to the purchasing office, it didn’t matter.

Roy Minter helped her take care of her business over the phone and on the city’s Web site, Hayes wrote. “His extra kindness and direction made my day fabulous. Please give him a feather in his cap.”

Maria Jackson
Municipal Courts Judicial
Two appearances in hearing examiner Maria Jackson’s courtroom didn’t change Brad Morris’ favorable opinion. “She is polite, intelligent and courteous,” Morris wrote. “Some people don’t have the patience for a heavy volume of litigants. Judge Jackson does.”

Mary Taylor Ross
Building Services
Kudos to Mary Taylor Ross for her outstanding efforts on the "Driving for Excellence" golf tournament, wrote Brenda Wright, executive director of the Texas Conference of Black Mayors. Ross developed the tournament brochure and worked diligently with the golf tournament committee. “We look forward to her participation next year,” Wright wrote.

Jeareatha Cizawford, Noelle Kanady
Library
“Jeareatha Cizawford and Noelle Kanady are professional and helpful in finding answers,” wrote Maria Luisa Falcon. “What a wonderful experience.”

Laura Garza
Municipal Courts Administration
After her father received a citation for not having his insurance card, he went to the court in Kingwood seven times to show them his card, wrote Joy Powell.

Because his case was not in the city’s computer system, the court gave him a letter verifying his appearance, Powell wrote. “So, imagine our surprise when he received a request to appear.”

Powell quickly e-mailed her father’s history to the department director and assistant director. Not only did she hear from them right away, she also heard from Laura Garza, who asked her to fax all the information in her dad’s case.

Garza verified his insurance, took the information to a judge, e-mailed the case dismissal to Powell, and faxed a dismissal with the judge’s signature.

“All of this was the day before the Labor Day holiday,” Powell wrote. “It’s refreshing to know that our tax money pays for such a conscientious employee.”

James Breedlove, James Millage, Jeff Taylor
Public Works & Engineering
A hole in the middle of the street in front of her house prompted June Terry’s call to the city. James Breedlove came out to investigate and said a crew would be out the next day, Terry wrote.

The crew came, fixed the hole, and Breedlove called to be sure she was pleased with the work.

“Congratulations to the city for employing someone of Mr. Breedlove’s caliber and professionalism,” Terry wrote. “Thanks to him, James Millage and Jeff Taylor.”

Sondee Weiss
Library
“Ms. Weiss was very patient and helpful and went above and beyond her job to help me,” wrote Thomas Newman. “She should be used in a greater capacity within the library.”

Isaiah Osazuwa
Affirmative Action
The only time Harinath Medi could meet Isaiah Osazuwa was during his lunchtime, so that’s when Osazuwa scheduled the meeting. “Thank you for your prompt and gracious help during our visit on such short notice,” Medi wrote. “We appreciate your cooperation in explaining each detail regarding minority vendors.”

Pam Ross
Health & Human Services
A patient at a city health clinic cited Pam Ross’ terrific attitude. The patient who arrived late in the afternoon wrote that Ross, even after a long day, was still very friendly. “Sometime in our conversation, Ms. Ross said, ‘Don’t worry, I’m here to help people,’” the patient wrote. “I hope you have others like her.”

Maurice Renfro, Brett Sykes
Solid Waste Management
The Woodland Heights Civic Association wanted their neighborhood to look good during their home tour, wrote Margaret Dower. So they called about an unscheduled heavy trash pickup.

Maurice Renfro and Brett Sykes not only called back, they came to her office to view the neighborhood map that showed the route they needed covered, Dower wrote. “I thought this was amazing follow-through.”

That evening, Renfro called to say the pickup was done, Dower wrote. “Our neighborhood shone. We appreciated working with them and their attention to detail.”