Category 1:
Building a Customer-Focused Culture
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To explore the stories behind the winners, click on their program or agency.
Nicshan Floyd
Acting Executive Director
Customer Experience Directorate
Ribkha Hailu
Acting Deputy Executive Director
Dana Chisnell
Former Executive Director for Customer Experience
Experience Design and Delivery Division:
Anshul Kumar
Component Services Branch Chief
Subash Acharya
HQ Internal Services Branch Chief
Felipe Flores
IT Specialist
Jeremy Wilcox
IT Specialist
Ehb Teng
IT Specialist
Tonya Hill
Program Specialist
Hector Perla
CX Strategist
Xavier Febo
IT Specialist
Doug Zak
IT Specialist
Accessibility & Language Services Division:
Tom Monaghan
Accessibility & Language Services Division Director
Rebecca Lovley
Compliance & Integration Branch Chief
Michelle Pakron
Usability & Information Access Branch Chief
Brandon Pace
Program Manager
Sharon Attipoe-Dorcoo
IT Specialist
Harry Denby
Program Analyst
Yvette Simmons
Management and Program Analyst
Todd Betteker
IT Specialist
Dominique Wheeler
IT Specialist
Community & Partnerships Division:
Aesclinn Donohue
IT Specialist
Aunika Johnson
Program Analyst
Stephanie Moore
CX Strategist
Kim Farmer Mendez
Communications Specialist
Mac Bailey
Director of Community and Partnerships
Capacity & Capability Operations Division:
Dawn Barton
Director of Capacity & Capabilities Operations
Dan Willis
Training & Capacity Building Branch Chief
Beth Martin
Strategic Operations Branch Chief
Amy Chenault
IT Specialist
Christopher Patten
IT Specialist
Alexandra "Ali" Tobolsky
IT Specialist
Kevin Shaw
IT Specialist
Kelly Rice
CX Strategist
Chakakhon Lea
Senior Designer
Front Office Operations Division:
Roger Cotton
Operations Division Director
Michael Amici
IT Specialist
Janeen Glah
Program Analyst
Charles Thompson
Executive Assistant
Gwen Youngblood
Management and Program Analyst
Tali Keren
Senior Designer
Social Security Administration
Michelle Felicetta
District Manager
Chelsea Nipper
Operations Supervisor
John Orvis
Operations Supervisor
Belinda Rael
Administrative Assistant
Nicholas Hurt
Claims Specialist
Aurora Postula
Claims Specialist
Susan Wade
Claims Specialist
Brandon Arterbury
Claims Specialist
Chris Merriman
Claims Technical Expert
Kalon McMahan
Claims Specialist
Israel Evartt
Claims Specialist
Joel Bevers
Claims Specialist
Nohemi Rangel-Bernal
Claims Specialist
David Molnar
Claims Specialist
Julie Slattery
Claims Technical Expert
Sabrina Gray
Claims Technical Expert
Victor "Dee" Eason
Claims Specialist
Laura A. Walker
Claims Specialist
Dana Williams
Customer Service Rep
James Mathew
Customer Service Rep
David Patch
Lead Customer Service Rep
Ulisses Rayo
Customer Service Rep
Andrea Myers
Customer Service Rep
Sheldon Phillips
District Manager
Angela Abeita
Claims Specialist
April Norton
Claims Specialist
Erich Schmidt
Claims Specialist
Heather Kennedy
Customer Service Rep
Jolene Dailey
Claims Specialist
Marie Stuart
Claims Specialist
Rebecca Mauff
Customer Service Rep
Tanya Jezek
Claims Specialist
Manuel Casillas
District Manager
Amber Donovan
Operations Supervisor
Amar Persaud
Customer Service Rep
Dayna Benjamin-Turner
Customer Service Rep
Gina Lawrence-Smaltz
Customer Service Rep
Kathy Holmes
Claims Specialist
Marcella Schaefer
Claims Specialist
Stephanie L. Allen
Claims Specialist
Tenille Barra
Claims Specialist
James Barney
District Manager
Noah Stuth
Operations Supervisor
Brittany Morgan
Claims Specialist
Elijah "Eli-ENZ" Neztsosie
Claims Specialist
Evelyn Tabako
Claims Specialist
Jeremy Kingbury
Claims Specialist
Tonja Sanders
Claims Specialist
LuAnn Thompson (retired) Claims Technical Expert
U.S. Department State
Acting Deputy Assistant Secretary
Director, Management Support Unit
Financial Manager, Management Support Unit
U.S. Department of the Treasury
Gary Swasey
Program Manager
Christina Cox
Deputy Assistant Commissioner
Shawn King
Branch Manager
Lisa Innaurato
Branch Manager
Zenia Arsenia Jones
Supervisory Call Center Analyst
Noel Rodriguez
Management and Program Analyst
Kevin Heiser
Management and Program Analyst
Dorothy Carpenter
Contractor
Chris Haupt
Contractor
Cait Gehring
Chief Customer Officer
Claire Burgess
Customer Experience Strategist
Ryan Dotson
Supervisory IT Specialist
Dan Rempel
Unified Communications
John Richardson
Unified Communications
Daniel Oak
IT Specialist
Dana Merrit
Vice President
Janin McGrath
Assistant Vice President
Federal Reserve Bank of Dallas
David Metcalf
Sr. Manager, Customer Service
Federal Reserve Bank of Dallas
Omar Johnson
Sr. Workforce Optimization Analyst
Federal Reserve Bank of Dallas
Kane Norman
Data Scientist II
Federal Reserve Bank of Dallas
U.S. Department of Veterans Affairs
Central Maryland Regional Veterans Treatment Court
Halee Weinstein
Senior Judge, District Court of Maryland
Patricia Deros
Assistant State's Attorney,
Baltimore City State's Attorney's Office
Charles Weiner
Assistant Public Defender,
Maryland Office of the Public Defender
Aaron Dalton
Assistant Public Defender,
Maryland Office of the Public Defender
Jovanni Mooring
Veterans Justice Outreach Specialist,
Department of Veterans Administration
Angel Davis-Burke
Probation Agent,
Maryland Department of Public Safety and
Correctional Services
Brandi Smith
Claims Specialist,
Department of Veterans Administration
Valeree Tolios
Director of Court Programs,
United Way of Central Maryland
Justin McNabb
Lead Mentor Coordinator and Data Manager
Carrie McGinn
Case Manager
State & Local
Bureau of Child Support Enforcement
Jaylene Bowers
Pennsylvania Child Support Director
Alex Cain
Director
Bureau of Child Support Enforcement
Susan Sease
Manager
Bureau of Child Support Enforcement
Camilla Fox
Manager
Bureau of Child Support Enforcement
Dory McGuire
Chief Information Officer
Health and Human Services Delivery Center
Tracey McSherry
Business Relationship Manager
Health and Human Services Delivery Center
Phan Sirivattha
Health IT Program Officer
Lori-Lei Aponte
Eligibility Branch Administrator
Puanani Crabbe Parker
Health Care Outreach Branch Manager
Evelyn Chan
Eligibility System Project Manager
Health Care Outreach Branch Manager
Industry
Booz Allen Hamilton
Chief Technologist
Design Strategist
Vice President, Federal Civilian