3. 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…

4. Embracing the principles and bridging the gap 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. 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.

5. 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… I understand the resources available throughout our system

6. TAA REGIONAL OVERSIGHT Enhanced Program Knowledge Coordinates and Host Info Sessions Facilitates Conference Calls Improved communication with Merit staff and Career Offices via FACS Improved communication with Merit staff and Career Offices via FACS

7. 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… I use my customer’s perspective to guide my work

8. 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 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

9. 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……..

10. Nicole Quintero Office Manager Willowbrook