Quick to smile, eager to help and always looking out for the needs of others, Pat Bernhardt has been honored with the April Star Award for her excellence in customer service.
Bernhardt has served as the office operations assistant for the Facilities Management Department for four years and earned the nickname “awesome” from coworkers for her contagious, positive attitude.
“Pat raises the bar for doing her job and representing the University in positive ways,” said Byron Malsin, director of the Center for Career Development & Employability Training. “She is an incredible employee who goes beyond the expectations of her job duties.”
Malsin also described Bernhardt as a respectful listener who problem solves and does her best to meet the needs of customers.
“She responds to questions, phone calls and e-mails on a timely basis,” Malsin said. “She has a knack for remembering names and therefore personalizing her service. Pat goes beyond being polite and friendly.”
Bernhardt however, does not see her qualities as above and beyond.
“I’ve been described and even thanked for being a good listener, but I listen because I like to be listened to in return,” Bernhardt said. “I think that being a good listener is about having respect for whoever is across the desk from me. I like when a person respects me, so I try to return that when I talk to other people.”
This give-and-take attitude is particularly important in Bernhardt’s ability to talk with customers.
“Often her customers are in a hurry or focused on other priorities, and she accomplishes what needs to be done efficiently and respectfully,” Malsin said. “Pat knows how to ‘instruct’ the users of her service in such a way that they learn from her and don’t feel foolish.”
Not only is Bernhardt devoted to maintaining a positive atmosphere, but also she has developed new processes, initiated changes to existing processes and added new features to Fleet Vehicles reservation.
Jokingly referring to herself as “green,” Bernhardt gracefully turned down the coveted Star Award honor of a reserved parking spot for one month — a prized commodity for students and faculty.
“I don’t take a car to work, so I don’t need the parking pass,” Bernhardt said. “I’m going to ask them to put the sign on the bike rack.”
Winners of the Star Award receive a framed certificate, a reserved parking space for one month and a gift from University Books & More. The award for exceptional performance is presented each month to a member of the classified staff who has worked at least six months at UW Oshkosh.
To make a nomination, click here.