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Employee Spotlight October 03, 2022

Employee of the Month > October 2022

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Employee of the Month > October 2022

Our customer service representatives do amazing work every day answering questions, solving problems, and delighting our customers. October’s employee of the month, Jackie Morales, Bilingual Customer Service Representative 3, has been recognized by her coworkers for going above and beyond to support our most vulnerable customers. Jackie’s contributions have brought vital resources to customers-in-need and created better processes for her coworkers and for all customers who need assistance.

“Helping all customers, especially our customers who are in need, is an important aspect of who we are at the PUD,” said Pam Baley, AGM Customer and Energy Services. “Jackie is a shining example of how we deliver on our commitment to serve our community. I am very proud of her efforts and how she’s always been a strong advocate for our customers.”

Jackie began her career with the PUD on January 7, 2013, as a Customer Service Representative (CSR) – In Training and transitioned to a fully certified CSR in the Call Center shortly thereafter. In October 2014, She moved to the Front Line position, providing excellent service to walk-in customers at our headquarters in Everett. A month later she was recognized for her linguistic skills and earned the title CSR Bilingual – 3, the title she holds today. For the last three years, Jackie has worked on the Energy Assistance desk, which helps customers struggling to pay their PUD bill. While this work has always been important, the pandemic resulted in even greater need in our community.

“Jackie has vastly improved our overall customer assistance by offering continual improvements and ideas during the pandemic and to the present,” said Derek Hermann, Senior Manager Customer Experience. “Her efforts have allowed us to reach more customers-in-need and connect them with state and federal assistance, money that likely would have gone unused without her direct input and effort. Jackie is an outstanding team member, and her passion for assisting customers shines through in her work.”

Jackie is known by her colleagues for going the extra mile for customers and her coworkers. She doesn’t hesitate to use her technical abilities or language skills to assist others, and she always approaches requests with kindness and a positive attitude.

“She helps her customers from start to finish with getting them help from agencies,” said CSR Jamie Contreras. “She has established many processes that have made things so much easier on me (her partner) and our other coworkers. She is pulled in many directions and is always willing to help with a smile on her face. She is a bilingual CSR and is willing to help any of her coworkers with translating if needed and takes Spanish calls whenever asked. I am in awe of her smarts and ability to make things easier for everyone around.”

Recently, Jackie’s contributions resulted in over 150 customers receiving assistance through the Arrears Match Program, a program that provided matching payments for customers that were behind on their bills but unable to qualify for the income-qualified discount program. She was instrumental in getting the customer lists, drafting the correspondence for the pilot program, and tracking customers who enrolled. She has also performed follow-up work monitoring customer accounts to make sure their payments were matched dollar-for-dollar.

“I have worked with Jackie for the past six years and have always known her to be kind, caring and compassionate towards her coworkers and customers, said Lead CSR Lisa Wheatley. “Jackie always goes above and beyond in trying to find solutions for customers by setting up payment plans, processing discount applications or assisting them with receiving pledges from Snohomish County Energy Assistance. She truly is an amazing coworker who I feel should be recognized for her continued dedication to providing outstanding customer service to our community.”

In addition to providing excellent service to customers, Jackie provides extraordinary service to everyone she meets through her job including departments within the PUD and agencies outside of the utility. Her willingness to support her colleagues and put in the time to improve and support processes has been recognized by many.

“Jackie is an amazing asset to this team. I am in awe of her knowledge of and capabilities formatting reports,” said CSR Melissa Warren. “She is dedicated to getting everything done on the desk and often goes above and beyond to make sure everyone gets everything they need. She is the go-to person if we have a problem or need help with anything and she always helps with finding a solution.”

Like all great leaders, Jackie recognizes that her strength, in part, comes from the collective dedication of her team.

“I was in shock when my manager Tracy Tucek told me I was Employee of the Month for October,” said Jackie. “Thank you for this honor. I have to share this recognition with the entire Customer Experience department. It truly takes a village and I couldn’t do my job without my fabulous team.”

Please join us in congratulating Jackie on being October’s Employee of the Month and thank her for service to the PUD and our customers.