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Customer Service

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The Customer Service team stands ready to assist in meeting all institutions' customer needs. The team is organized into two groups: 1) Customer Support - Focused on satisfying customer inquiries 2) Information Services - Building tools and service offerings to better serve our customers.
 
Since everyone has different preferences in interacting with the Shared Services Center, we are available by telephone, email, our knowledgebase (https://answers.ssc.usg.edu) or via our Case Management System. 
 
We exist to serve! We are always looking to improve our customer service or add new features. Please tell us how we can serve you better!
 
Roles and Responsibilities - Customer Support 
  • Karen Livingston - Customer Support Team Lead
  • Gabby Giles - Customer Support Associate
  • Justina Washington - Customer Support Associate
  • Rosalie Montaque - Customer Support Associate
  • Kelly Diaz - Customer Support Associate
  • Abe Kitchens - Customer Support Associate
  • Bridget Jordan - Customer Support Associate
  • Jenna Zaenglein - Customer Support Associate
 
Roles and Responsibilities - Information Services  
  • Selwyn May - HRIS and Interim IT Manager
  • Sherida Habersham - HRIS Analyst
  • Nic Goodson - HRIS Analyst
  • Kristine Lesher - HRIS Analyst
  • Joey Smith - HRIS Security Administrator
  • Sherry Cook - Documentation and Training
Roles and Responsibilities - Information Technology
  • Jason Smith - System Administrator
  • Jake McNutt - System Administrator

 
Major Initiatives 
 
Call Center Centralization - Karen Livingston is leading the charge to move institutions into the SSC Call Center. Our goal is to be the single point of contact for retirees and employees. The Call Center is focused on returning value back to our institutions by addressing the most common issues centrally and leaving the issues that require personalized attention to the institution HR and Benefits teams. Currently, the Call Center centralization initiative is scheduled to be completed March 31, 2012.
 
 
Manager Self Service and e-Paf Deployment - The SSC Information Services team is going Green! The SSC is working to achieve a paperless environment through the deployment of on-line personnel action forms. The initiative is scheduled to be completed June 30th, 2012. 
 
Questions or Issues? 
 
Please report any issues to the Shared Services Center Call Center (see below) or access the SSC on-line knowledge base at https://answers.ssc.usg.edu.
 
Operation Hours: Monday through Friday 8:00 a.m. until 5:00 p.m.
By Telephone: (478) 240-6500 or Toll Free at (855) 214-2644
By Fax: (478) 240-6414
By Email:helpdesk@ssc.usg.edu