One year after Clayton State University’s Carolina Amero and Norman Grizzell were named winners in the 2011 Chancellor’s Customer Service Awards, Clayton State has two more finalists for the prestigious honors, awarded yearly by the University System of Georgia (USG).
Pat Barton, Clayton State director of financial aid, is a finalist in the Customer Service Excellence Award - Individual category, the same category for which Grizzell was awarded a silver medal in 2011. Clayton State’s IT help desk, The HUB, is a finalist for the Front Desk Support Excellence Award.
Being named a finalist means that the nominee will be announced as either the first (gold), second (silver) or third (bronze) place winner in their respective categories at the official awards ceremony, to be held this year in the Student Activities Center (SAC) at Clayton State. The awards ceremony will be held on Wednesday, Oct. 3, beginning at 1 p.m. in the ballroom of the SAC. All 35 institutions in the University System submit nominations for the yearly Chancellor’s Customer Service Award program
Amero, Clayton State’s assistant vice president of Auxiliary & Administrative Services, struck gold last year as the 2012 winner of the Joseph Greene Award as the USG’s Customer Service Champion of the Year.
Barton has served as Clayton State’s director of financial aid for four-and-half years. She is responsible for all aspects of interpretation and implementation of federal and state guidelines for awarding of financial aid for the University, a task requires long hours and numerous resources, especially at Clayton State, where 62 percent of the students receive the Pell Grant, and a total of 79 percent of the students receive some form of need-based federal financial aid.
All Financial Aid offices experience an exceptionally high volume of student contacts via phone, email, and in person. Volume is heaviest during the summer months as students complete the financial aid process for the new academic year. Barton has strategically reorganized the office and has significantly improved customer service to students this past year.
The HUB team that shares in the nomination includes: Shannon Thomas, director, client support services; Joyce Sandusky, assistant director of student software support; John Wallom, assistant director of virtual services, Steve Wagner, assistant director of the service counter; Sherry Paul, assistant director of campus support; Chris Baldwin, client communication manager; and Sundiata Kita-Bradshaw, client support manager.
The HUB is the technical support for the campus, including satellite locations. The HUB is comprised of 35 student workers, six full-time staff, and one director under the division of the Office of Information Technology and Services (OITS). The HUB works as Level One and Level Two support for other departments within OITS. Its charge is to provide technological support to approximately 6,500 students and 1,000 faculty and staff.
More information on the Chancellor’s Customer Service Champion Awards is available at http://customerfocus.usg.edu/, or through Deborah Scott, the USG Customer Service Champion, firstname.lastname@example.org.