Since returning to Virginia Tech in 2011 as a human resources representative, Caroline Velasquez has made a lasting impression on nearly everyone she has come into contact with.

In addition to being a consummate professional, she is known for her positive outlook and can-do attitude. Velasquez never turns down an opportunity to help a colleague or customer and often works early in the morning and late in the evenings. She has exceptional energy, talent, and commitment to her colleagues at the university, according to her supervisor, Richard Charles, director of services and employee administration in the Department of Human Resources.

“Caroline has taken our Service Promise to heart," said Charles. "She is absolutely devoted to serving our customers by listening to them, responding promptly and efficiently, and providing clear, accurate and timely information – without exception.” 

Velasquez is one of four employees who staff the HR Service Center. Together, the team responds to an average of 4,000 phone calls, emails, and online chat requests each month.

Velasquez's dedication to her customers and fellow employees is demonstrated by the overwhelmingly positive feedback she receives. In 2012, the HR Service Center implemented a customer feedback survey. Since its implementation, Velasquez has received more than 850 customer ratings; more than triple that of any other representative. Every one of the ratings has been positive.

Some of the comments include:

  • "She is the best customer service person I have encountered in the past 40 years! She gauged my   frustration and had us both laughing in less than a minute. I would put her on the front line anywhere!" - Anonymous
  • "Caroline was the epitome of customer service!" - Anonymous
  • "Caroline Velasquez was courteous, professional, and went beyond the call of duty to get the information I needed. She is an asset to VT!" - Susan Peters

“She consistently goes above and beyond her duties to fulfill my request or need. In addition, if I am calling with a question and she does not have the answer, she immediately pursues the answer or puts me in contact with the person who will,” said Drema Price, executive assistant in the Department of Biological Sciences.

“When I call, she focuses truly on my request/question and never makes me feel as if my call is an interruption. Her constant courtesy is appreciated beyond words and certainly allows me to feel free to call without reservation.”

In 2012, Velasquez voluntarily took on a project during which she knew she would receive hundreds of phone calls and visits from employees.

“Her dedication and commitment to customer service during this time ensured employee understanding of the process and allowed her co-workers to manage the process effectively and efficiently,” said Angela King, director of benefits. “She took time to learn all the ins and outs of the transition and even attended meetings with participants to ensure that everything worked out.

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech takes a hands-on, engaging approach to education, preparing scholars to be leaders in their fields and communities. As the commonwealth’s most comprehensive university and its leading research institution, Virginia Tech offers 240 undergraduate and graduate degree programs to more than 31,000 students and manages a research portfolio of $513 million. The university fulfills its land-grant mission of transforming knowledge to practice through technological leadership and by fueling economic growth and job creation locally, regionally, and across Virginia.

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