My name is Carisa G. I have been with the Coffee Creek DMV Call center for 8 ½ years. I’ve been a lead agent currently for four years. I really enjoy working for DMV as I feel it brings some normalcy to a place like this.
I was inspired to propose this as an idea to my manager because of my experience as an employee at Sprint call centers. There the employees are recognized for their stellar performance, and you were awarded with the employee of the month.
When I was having my One-on-One meeting with my manager, here at DMV, I presented this idea for employee of the month and that we would call it STAR agent. She agreed it was a great idea and then asked that I write it up as a proposal.
I started this proposal back in 2019 and after six attempts of rewording and summarizing my proposal, it was approved. I then had to present it to the team and upper management. Once the team decided it was something they would like to do, they moved forward to get it implemented into the center. The team also put together a committee to help make sure word about voting gets out each quarter and to share some of the positive things the peers have voiced about the STAR recipient.
The Acronym for STAR is Surprise To Agent Recognized. I came about this idea so my fellow coworkers can be recognized for the extraordinary work they bring to the center and for their service to the public. The STAR agent nominees are nominated by their fellow co-workers, then their work statistics are evaluated on a scale. They must have great attendance, work well with others, and have high numbers in calls taken. It is then evaluated by management and staff to determine the STAR of the quarter.
The STAR award has been very successful and meaningful to my coworkers and management. It gives agents a chance to be recognized for all the hard work they do in a very difficult job. As the years have passed, we have been able to have the winner be recognized beyond the center here at Coffee Creek. The winner will also get an article written with their picture to be distributed in Coffee Talk and the DMV Newsletter. It’s good to be celebrated for your performance and to see that you really do make a difference.
Article written by Carisa –
