Dianna Mead – Employee of the Second Quarter 2006

Dianna Mead is recognized for her exceptional administrative and online services support to her co-workers and the division's customers. During the period December 2005 through May 2006, the division implemented its online renewal services. Based on the online services demand and complexity, a new online technical assistance line was created. At the same time, two of Dianna's co-workers left for other employment, three new employees were hired and a co-worker and supervisor went on extended leave.

During much of this time period of continual turnover and transition, she not only processed the lockboxes (online notifications to clients who had pending information or problems with their renewals, reconciled credit card payments with the system accounts and renewed the licenses) and kept the administrative jobs in the Operations Unit moving, but she also manned the technical assistance line solo and took the lead on training incoming OPS employees. While coaching new employees was often difficult since she had just recently been trained herself, she stepped up to the challenges so that the needs of her co-workers were met and the customers experienced the online renewal process in a positive manner. During the above period, there were 7,839 licenses renewed online. This represents 80% of the 9,745 renewals processed during the period. She also processed 440 paper renewals.

Dianna responded exceptionally to the challenges of tackling new concepts, special projects and shifting priorities that came along with the online renewal process. Throughout all, her enthusiasm about her job and the unfailing courtesy and empathy that she gave to the division's customers was notable.

Without her individual contribution and team effort, the division could not have attained the level of success that was achieved by licensees being able to renew their professional licenses online.