Service Quality Champion, Jo-Ann Dzuiba - Clinical Phones and Local 34

What is the recipe for excellent customer service? The ingredient list includes great problem-solving abilities, a friendly attitude, empathy towards others, service expertise, clear communication skills, and unflappability. When you mix all those together, you get Jo-Ann Dziuba, Sr. Telecommunications Specialist, with ITS Telecommunications. If you have contacted a Yale call center at any point over the last few years, chances are good that you have heard Jo-Ann’s voice on their recordings.

Jo-Ann has worked at Yale for several decades and has seen many changes—some very challenging, and yet, every day she brings her “A game” to work. Call center customers love her, and one of the big reasons they do is because she understands their work, and cares about resolving their telecom problems. Over the last five months, Jo-Ann helped with the rollout of a new clinical phone system to the University. This project moved at an accelerated schedule and required that she diagram all of the complex call flows, learn a new call center system, help test the new system, perform a variety of call center testing scenarios, and be present as the customer expert during cut-overs for several hundred people. Her involvement in every detail and personal touch throughout this project has been critical to the success of the project and team. 

For me, her knowledge of Yale as an institution has been key in our ability to sustain the accelerated pace of this project. We could not do it without her! Greg Buckless

While handling this project work, she also kept up with the request and ticket volume of daily operations for the Telecom system. According to her supervisor Greg Buckless, “She has tirelessly worked many hours on the project and has also still been available to her customers for day-to-day requests. For me, her knowledge of Yale as an institution has been key in our ability to sustain the accelerated pace of this project. We could not do it without her!”

In addition to her role with Telecommunications, Jo-Ann also represents Local 34 as the ITS steward. The same skills that make her successful with her customers also serve her well in this role. She is effective at being an employee advocate—fielding questions and providing advice, including having interactions with HR, supervisors, and Local 34—all with care, sensitivity, and dedication.

Jo-Ann Dziuba is the gold standard for service in Telecom.