Staff Salute

ERSO Staff

August 21st ERSO Staff Salute

ERSO Staff Salute team members making it happen for our Summer Fun Fest!


Pictured: Sanchita Pal and Cathy Weaver

The Champs are here! ERSO team members show off their competitive side!


Pictured: Alberto Marcelo, Cynthia Weekley and Tom Parsons

Celebrating our 2nd Quarter ERSO Staff Salute winners!


Pictured: Anthony Stamos and Damon Hinson

September 2018 Salute Winner

Winner's Name: Natalie Chen
Winner's Unit: RA
Criteria: Team Player

Customer Service Example:

I am so grateful to Natalie Chen for stepping in to help with the 2018 Singapore BEARS audit by Deloitte. There were many items of back up to pull and some required her excellent knowledge of BFS and travel systems to produce. She quickly and in a very organized way produced needed items. She was of immense help.

August 2018 Salute Winner

Winner's Name: Michael Banderas
Winner's Unit: ERSO T&E Reimb Services
Criteria: Demonstrates Commitment

Customer Service Example:

Recently on Tuesday, late in the day, I overheard a conversation regarding an overdue payment to a photographer. The department had contacted Michael re a pending Requisition, stating there would now be a new Invoice, as the Vendor was upset & was now including a Late Fee. Michael took it upon himself to reach out to the Vendor. As a result, the Vendor agreed to withdraw the late fee & to accept the processing of the original Invoice. As we both work later in the day, this is not the first time I have observed Micheal's customer service skills. He has excellent phone etiquette, & is polite and professional...."Phone Call to Vendor...Saved University $112.00"...Above & Beyond Customer Service... Priceless!

July 2018 Salute Winner

Winner's Name: Charlotte M. Jones
Winner's Unit: ERSO
Criteria: Above & Beyond

Customer Service Example:

Yesterday Charlotte had an E3S event for which a vendor was to supply snack food for ~100. She called them earlier in the day to ensure they had the details needed for arriving only to be told the vendor was out of the country & would not be coming. Charlotte quickly contacted another local vendor to step in with less than an hours notice. Kudos for Charlotte for thinking on her feet & doing her best to make sure the event turned out smoothly!

March 2019 Salute Nominations

Nominee's Name: Larry Polito
Nominee's Unit: ERSO Purchasing
Criteria: Above & Beyond

Larry went WAY above and beyond for his efforts in negotiating and mitigating risk for an agreement with a translation company for an upcoming workshop.

 

Attendees of the UCB hosted workshop required equipment for listening to a translator for their meeting. The company required the equipment to be set-up a day prior to the beginning of the meeting; however, the company was asking Berkeley to take on the cost of replacing any lost or stolen equipment (valued at $10K) and the hotel could not guarantee the room would be completely secure.

 

Larry did not accept this risk and explored many avenues to mitigate the risk for Berkeley. He had conference calls with the vendor, hotel, and Department requester to explore options that would reduce Berkeley's financial risk. In the end, the UCB Research Group had students sleepover in the meeting room, to ensure the equipment was secure.

 

I’d say the equipment is safe thanks to all of Larry’s efforts. Great job, Larry!

Nominee's Name: Jorge Perez
Nominee's Unit: ERSO T&E
Criteria: Anticipates Customer Needs

Jorge provided excellent customer service to Professor Gadgil and his visitor, who submitted a travel reimbursement request for his visit to Berkeley. The wire transfer payment for Professor Gadgil’s visitor was sent to the wrong individual by Account Payables. Jorge took the lead to resolve and troubleshoot the re-issue of the payment by coordinating with the visitor, Accounts Payable, and PI. He sought frequent status updates from Accounts Payable and relay the information back to the visitor and PI. This took multiple communications over a period of several months.

 

Through Jorge’s excellent customer service, he demonstrated through his actions that efforts were being made to correct the error and instead of having an irate customer, both the visitor and PI were appreciative of his efforts (and me).

 

Jorge, thank you for your excellent customer service.

January 2019 Salute Nominations

Nominee's Name: Mark Bell
Nominee's Unit: ERSO S&R
Criteria: Above & Beyond

I was out of the office and received an urgent time sensitive request for students from India visiting UC Berkeley for the Global Leadership Program at CED. The Hyperwallet Cards provided to the students for subsistence while in Berkeley were not working and the program coordinator was desperate for assistance. After receiving my out-of-office response, she contacted the recommended email alias for help.

 

Mark Bell saw the call for help and immediately jumped into action. He reached out to our campus contact to help resolve the issue, while keeping our CED customer in the loop during the resolution process. Thanks to Mark’s quick action and problem solving, the cards were functioning again.

 

Mark, thank you for your excellent customer service and your commitment to the team.

Nominee's Name: Mary Courtney
Nominee's Unit: ERSO Purchasing
Criteria: Anticipates Customer Needs

2019 International Solid-State Circuits Conference is being held in San Francisco in February. This is a very popular conference with our EECS graduate students and we received over 30 requests for conference registration with an early bird registration of January 27th.

 

Mary Courtney was assigned all of these conference requests and she provided excellent customer service meeting the registration deadline and ensuring the registrants were enrolled in the appropriate tutorials, short courses, events, demonstration sessions, etc. I cannot stress enough the effort and attention to detail Mary demonstrated to enroll all of the students in by the conference deadline and reconcile all the charges too.

 

Mary, thank you for your efforts in supporting our customers. Great job, Mary!

Nominee's Name: Hannah Holloway
Nominee's Unit: RA
Criteria: Demonstrates Commitment

Hannah just worked with a CGA supervisor to clear a long swept fund (from 2016). This took perseverance on her part to keep pinging CGA about getting this done, and today Hannah succeeded! Kudos to you, Hannah!

December 2018 Salute Nominations

Nominee's Name: Natalie Chen
Nominee's Unit: ERSO - Leslie's Team
Criteria: Team Player

Natalie has helped me beyond belief! I have had a steady flow of incoming proposals that I really needed help managing. The moment I asked Natalie for my help she reached out to my PIs to work with them on 2 separate proposals. Another one of my PIs told me that she needed a "simple budget" within a couple of days which turned out to be a huge budget for a center that was more than $6 million. Natalie graciously and meticulously completed this budget for the PI who was very grateful for her level of detail and customer service. I am so thankful to work with Natalie who is the epitome of a team player! Thank you Natalie!

Nominee's Name: Natalie Chen
Nominee's Unit: ERSO
Criteria: Above & Beyond

Earlier this year this person accepted a new position within ERSO as a RSO. Shortly after I accepted a new position backfilling this persons old position as a FSA2. Before leaving their old position this person took the time to sit with myself and the rest of the purchasing team to train us in Blucard reconciliation. And since her departure she has continued to be a extremely valuable asset and wealth of knowledge to me in my new position. She always makes time for me with any question or issue I have in my new roll.

 

This person is the ideal employee, I am grateful to have her as a colleague and even more so a friend.

October 2018 Salute Nominations

Nominee's Name: Gus Monino
Nominee's Unit: Central-IT
Criteria: Demonstrates Commitment

We were having an emergency where a DARPA proposal was due in a few hours and Lauren's pdf stopped working. Nothing would upload to Workspace properly and Gus dropped everything and came over straight away and fixed the Adobe problem within 10 minutes! THANK YOU GUS. We salute you!

Nominee's Name: Erik Hoopes
Nominee's Unit: ERSO Shipping & Receiving
Criteria: Problem Solver

Erik Hoopes made a huge contribution to ERSO Receiving recently. I struggled to create location barcodes our tracking system would read and finally just handed it over to Erik. The location barcode was the corner stone issue preventing our package delivery and equipment management processes from achieving the ultimate chain of custody goal.

 

After communicating with our vendor and his impossibly demanding supervisor, Erik researched and procured all the necessary components, installed the software & hardware, cleaned up our database and started testing the new barcodes. Failure has haunted Receiving Departments for over three millennia and Erik's effort met the same fate for a few weeks. However, he was able to determine the issue resided in our vendor's system.

 

After a long conference call with the vendor, the entire issue was resolved due to Erik's insight, experience and willingness to jump into the problem-solving arena. The result is we can provide irrefutable proof of package delivery and/or asset location with digital time stamping and images. Erik's achievement brings greater accuracy and efficiency to our department.

 

Erik, I would like to personally thank you for being an excellent problem solver and for making a difference!

Nominee's Name: Mary Cuison
Nominee's Unit: Research Administration
Criteria: Demonstrates Commitment

Today I met with Dr. Padolina who heads the PICARI program. He was visiting from the Philippine government.

 

In my meeting he expressed how grateful he was for the work that Mary did in coordinating all of his meetings during his visit to UC Berkeley. He said that Mary arranged everything with "military precision."

 

As we know, arranging meetings is often challenging and this certainly goes beyond Mary's role as C&G Manager. Her commitment to our organization is superb. Thank you Mary!

Nominee's Name: Jennifer Stone
Nominee's Unit: B&FS
Criteria: Above & Beyond

Just wanted to send a quick thank you to acknowledge Jennifer Stone's tremendous assistance with a large number of travel reimbursements (many from non-US participants) recently. These can be quite complex with many attachments, requirements, and much follow-up over a period of time. I very much appreciate Jennifer's professionalism in assisting to resolve each of these many reimbursements. The reimbursements are very important for many of these student or junior researchers (even the Senior Investigators are keen to know the status of their requests) and the processing reflects on our Program and School.

2018 3rd Quarter High Five Winners

Names of People on the Team: Jennifer Dawson, Glenn Chen, Esther Gomez, Anthony Stamos, Dan Matsuoka, Jennifer Stone
Team Unit: Cross Functional
Which Operating Principle did this team embody? We imagine and innovate

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Describe what this team did that embodied the Berkeley Operating Principle selected above:

This group of people have been key in getting the ERSO Hub up and running! They have spent hours collecting, combining, and putting together content specific to ERSO staff, updating docs, researching processes, and improving the way we work. The launch of the Hub means our internal processes are all in one spot, and we can quickly and easily access the tools needed for our jobs. Jennifer Stone and Dan Matsuoka were also exceedingly helpful in getting the content up on the page in a cohesive and easy-to-access manner. We are truly lucky to have such a great team working on continuous improvement in ERSO. I could not have done it without any of them!

2019 1st Quarter High Five Nominations

Names of People on the Team: Rebecca Foster, Cathy Weaver, Alberto Marcelo, Joel Spitzer, Nadya Abo-Shaeer (although Nadya is not an ERSO team member, she is supported by us and is providing training support to our region)
Team Unit: Cross Functional
Which Operating Principle did this team embody? We are accountable to each other

This team of folks have willingly volunteered their time to be trainers for the new HR/Payroll UCPath system. They have devoted a significant amount of hours to learning all the training material (which still changes frequently) so that they can train the entire campus on a particular UCPath module. Not only are they dedicating significant amounts of time but they are also expected to maintain the same level of customer service that is required for their regular position here on campus. They have volunteered for such a big job and the campus as a whole will be better off because of it. I hope they can win this High Five as a small token of our appreciation for all the support they are providing to the campus and will provide to our region in the future.

Names of People on the Team: Sarah Gaugler, Damon Hinson, Derek Johnson, Anthony Stamos, Judy Tam, Leslie Goldstein
Team Unit: Research
Which Operating Principle did this team embody? We imagine and innovate

The Cal Answers Team met from August-November weekly to learn and navigate the Cal Answers System in order to produce a training (user's guide and hands on) for Research Administrators on how to use the new system for all their financial reporting needs due to the retirement of BAIRS. The team worked very hard and focused on delivering this in time for people to use it while we still had BAIRS to cross test. They deserve a high five!

2018 4th Quarter High Five Nominations

Names of People on the Team: Erik Hoopes, Nick Anguren
Team Unit: Shipping and Receiving
Which Operating Principle did this team embody? We include and excel together

On October 26th, 2018, Erik Hoopes and Nick Anguren received the highest number of packages ever delivered to ERSO Receiving - 244 packages. This volume eclipsed the previous high of 180 packages by 35% and was nearly 3 times greater than our average daily package count. By 8:30 in the morning, everyone could see the day would be huge but to their credit, Erik and Nick worked together to process and receive every single package. Additionally, they were able to deliver 182 packages that day - another record. The balance of 62 packages were all delivered by noon the following workday and thereby satisfied our traditional service level agreements with our customer base.

 

In selecting "We include and excel together", I omit how Erik & Nick continually sought creative solutions, simplified process whenever possible, maintained communication with one another and truly focused on service one package at a time. While we can't exist under this type of "stress test" day in and day out, it is good to know what we can achieve when we push all other matters to the side and focus one our primary responsibility - package delivery. Congratulations to Erik & Nick - well done!