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Jackie Henderson, Support Analyst with Delta
of California in Sacramento, California, has been named HDI Western
Region Analyst of the Year for 2008.
Jackie provides first-level support to Delta
Dental’s 4,000 staff and system users in business units across multiple
campuses and sales offices in the United States. She has been in her
current position one year, working on a team of 15 full-time support
staff.
Jackie was selected from four nominees
representing HDI Chapters in Sacramento, Orange County and San Diego in
California and from the Southwest Synergy HDI Chapter in Phoenix,
Arizona. As winner of the regional award, Jackie will attend the HDI
National Conference in March 2008, where she will compete for the
National HDI Analyst of the Year honors. Her participation in the HDI
National Conference is generously supported by the program’s national
sponsor, Robert Half Technology.
Jackie was nominated by Brandon Caudle of
Delta of California. Caudle writes, “Customer
Service is our lifeblood. While we constantly strive as a team to
provide outstanding customer service, Jackie consistently demonstrates a
level of commitment and service to our customers that goes above and
beyond the norm.”
In addition to
consecutively receiving extremely high scores on a monthly scorecard
used at Delta to evaluate analysis’ metrics in service tickets handled,
Jackie shows great pride in her
non-scorecard work “She takes full ownership of all issues that come
within her boundaries and works with other teams at Delta to not only
ensure the issue gets resolved, but to also modify processes where
needed to reduce the possibility of the issue recurring,” said Caudle.
In nominating Jackie,
Caudle notes, “Jackie exhibits the ethical qualities expected of an
outstanding service desk professional. She always speaks the truth, even
when it can be easier to disguise a problem. She is always forthright in
letting customers knows exactly what it going on when they are
experiencing an IT issue and this type of strong ethics has built a
great reputation with her customers.”
She holds a Bachelors
Degree in Information Technology and Engineering from Charter College in
Anchorage, Alaska and is a Microsoft Certified Professional (Windows
2000). Jackie holds the ComTIA I-Net + certification and is a Certified
Internet Webmaster.
Caudle concluded Jackie’s nomination with these
comments: “We receive daily feedback from Jackie’s peers, from our
customers in the business units and from second level technicians and
managers that she is truly a pleasure to work with in every way –
technically, interpersonally and as part of the team.”
Other regional nominees for the award, and Analyst
of the Year winners in their respective HDI Chapters, include Carlos
Hernandez from Solar Turbines, representing the San Diego Chapter; Juan
Leyva from Taco Bell of America, representing the Orange County Chapter;
Paul Stolarik from Edward Jones Company, representing the Southwest
Synergy Chapter. |
