Georgia Highlands College
3175 Cedartown Highway
Rome, GA 30161
706-295-6339
706-295-6341 (fax)
Andrea Mathis – IT Client Support Professional
Andrea has received six “Caught in the Act” awards at Georgia Highlands College for her excellent customer service, as detailed below by colleagues.
1)It is my pleasure to submit the nomination of Andrea Mathis for the Caught in the Act of Good Customer Service Award. No one at the institution deserves it more. Obviously, Andrea is very knowledgeable regarding computers, software and other electronic devices, but she also thinks ahead in order to anticipate the next step in the process in order to resolve a problem. She is always patient, kind and courteous when dealing with others and always goes above what is normally required in order to address the situation or issue. Information technology issues can often tax your patience and bring out the worst in individuals. However, no matter how dire or urgent the problem, there has never been a time or an instance that she has not acted in the most professional manner and ALWAYS responded with a smile on her face.
2)Andrea’s interactions with college faculty and staff are always positive and efficient. She will go out of her way consistently to make sure concerns, problems or complaints are handled quickly and correctly. She is almost always accessible and responds to requests for help in a very timely manner. Her interpersonal communication skills are superior. Everyone in our busy department has come to depend on Andrea for help with their computers that are “acting up” or with information about new equipment or software recommendations.She is always willing to go the extra mile to remedy a problem. She will also teach us how to perform computer functions so that we can gain confidence in operating the ever-changing technology environment and use that technology to better our own job performance. She shares her “short cuts” and never makes us feel like “dummies” or talks over our heads in computer jargon. She realizes that something that is simple and routine to her might be a bit technically challenging for us but we never are made to feel like our complaints or concerns are trivial.Andrea is a great asset to this college community and I believe that she meets, no exceeds, every attribute of outstanding customer service: She is always courteous, helpful, assessable, responsive and knowledgeable. I believe Andrea is an exceptional candidate for the Good Customer Service Award and more than deserving. We would be hard-pressed to function well without her friendly, cheerful assistance.
3)Andrea Mathis definitely holds the qualities of good customer service. She is always courteous, helpful, accessible, responsive and knowledgeable. I came in this morning with a computer issue and as usual she came to the rescue, with a smile on her face and a solution in mind. I have worked with Andrea on several occasions and she is always so positive and pleasant. She goes above and beyond the daily duties and will often times inconveniences herself to help others. While I am always quick to thank her and let her know how much I appreciate her, she is always very humble and tends to pull herself out of that moment of spotlight by saying something like "oh, that's my job". While I do understand that Client Support is her job, the heartfelt sincerity and the visible love of her job that shine through, are not requirements on any given day. She is a ray of light here at GHC and spreads joy to all she meets!
4)Narrative: Andrea’s continuous and consistentpositive attitude makes dealing with IT issues much more pleasant. It is clear that she cares about her job, the school and all the employees. I have worked with her several times and she has always been pleasant and works until the problem gets resolved. If she does not know an answer, she will find one. She always keeps her appointments. She always follows up on IT tickets, email and voicemails. I know she is busy because I see her running from one area to another all the time. When people have computer issues, we feel like it is the end of the world, after all, our work depends on it, but Andrea is always pleasant no matter how difficult or simple the issue might be.