This award is given to employees that are an outstanding example in consistently demonstrating core customer centric behaviors of Ownership, Collaboration & Resolution within day-to-day support of Dell’s customers. It is an accomplishment to be selected as one of few winners who are honored each quarter across ALL OF SERVICES! Services Customer Experience partners with the Services Leadership Team each quarter to nominate and select people who have exemplified dedication to our customers.

1. Jennifer Richardson
Incident Manager
Service Management
DSFG
Federal
Plano, TX

2. Jennifer Richardson As an Incident Manager, Jennifer works quickly to take ownership of customer
issues. For issues when resolution requires input from several teams, Jennifer
quickly engages key stakeholders and facilitates the conversation in order to arrive
at a successful conclusion. During the collaboration and resolution she
demonstrates an outstanding ability to communicate to customers on progress so
that they always feel informed and involved. Customer compliments are regularly
received and other teams communicate how much they appreciate working with
her. Jennifer supports a demanding customer and even in times of difficult
challenges she has the ability to help the customer stay calm and provide trust that
we are working very hard toward resolution. At the end of a major incident the
customer is often sending us notes to tell us what a great job Jennifer did with the
communications rather than telling us how bad the outage was. Her performance
on a daily basis is in keeping with the highest standards of Dell and her
professionalism and dedication to our customer projects an image for all to emulate.