Fame Hale

ITS Division: Customer Support & Student IT Enablement

Service Area: Customer Services

What services do you and your teammates provide to campus?

I supervise and manage the Telephone Operations team.  We work 24/7, 365 days a year managing all incoming calls to the University and UK HealthCare.  We transfer calls to patient rooms, provide answering services for physicians, and are the first point of contact for all of IT after hours.  If we cannot help a customer, we find out who can.

What campus units do you collaborate with?

I work closely with IT units in every college and department across campus, UK HealthCare IT Support Team, and the office of Patient Experience at UKHC. 

What are your workplace values?

I strive to provide the best customer service possible and create an atmosphere of honor, integrity, and respect.

What is your favorite part of working in ITS and UK?

Every day is different. I have opportunities to be creative, learn and change constantly--being challenged is important to me.