Raina Clay

ITS Division: Customer Support & Student IT Enablement

Service Area: Customer Services

What services do you and your teammates provide to campus?

Our team answers the phone when anyone calls 859-218-HELP (4357), and we respond to any email sent to 218help@uky.edu. We help with resetting passwords, creating accounts, domain moves, creating departmental emails, voicemail PIN resets, and many other technical issues. Someone on our team is available 24/7 to assist. I'm the only trainer on our Customer Services team. As the trainer, I created a Canvas course to help with onboarding training in Telephone Operations as well as Customer Services. I also keep our team up to date on new processes and new software so that everyone is informed in case we get calls or emails with questions. 

What campus units do you collaborate with?

Everyone on campus and within HealthCare calls 859-218-HELP (4357) for assistance, so we really reach everybody, including those outside of Lexington. 

What are your workplace values?

I think of the workplace as a family and try to be in touch with everyone. I aim to speak to everyone in our office every day in order to make sure all questions are answered. Communication is very important in our field. They say it's quiet when I'm not here.

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

I'm a people person and I enjoy being able to talk to people and help others. My first job at 16 was concessions at Rupp Arena, and my career since then has always involved roles that focus on helping customers. After 6 years at UK, I still enjoy being in a customer service field.