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Company: Unitiv's Intelligent Help Desk, Alpharetta, GA
Company Description: Unitiv’s Intelligent Help Desk is a full-service concierge IT Help Desk available 24 x 7 to contracted clients. Founded in 1998, Unitiv’s Intelligent Help Desk has been selected as a finalist for Stevie Awards for the past two years.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Manager of the Year

Nomination Title: Meredith Estep, Vice President Client Services

Tell the story about what this nominee achieved since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Meredith Estep started Unitiv's Intelligent Help Desk in 1998 when she
recognized the need for exemplary customer service in the Information
Technology industry. She has grown the department exponentially over the past
thirteen years, and leads the team with a mindset that customer satisfaction
is the top priority. Under her direction, Unitiv’s Intelligent Help Desk has
been awarded Finalist in the American Business Awards for Customer Service
Team of the Year 2010 and 2011, as well as the Bronze award for Support
Department of the Year 2011 from the Best in Biz Awards.

Meredith supports Unitiv’s Sales Team by performing demonstrations of Help
Desk services for current and potential clients. Because of her efforts,
Unitiv has acquired several new clients since July 2010, and expanded into a
new field of customer service - Tier 1 and Tier 2 desktop support.

Unitiv’s Inside Sales Team recently became part of the Client Services
Department. The Inside Sales Team composes quotations and proposals to
current and potential clients. Because of her exemplary management style and
impressive record, Unitiv’s Executive Management Team made the decision that
Meredith should oversee this vital process, which drives Unitiv’s revenue.
The Inside Sales Team recently implemented the use of Salesforce.com, which
requires constant administration. This responsibility has been taken on by
Meredith and the Client Services Department. Administration of this tool
includes ensuring the accuracy and integrity of the data for the entire
company.

Meredith is an advocate for ongoing training for all members of her team. She
requires each team member to complete periodic online training courses and off-
site classes that are handpicked based on the individual, their skills and
qualifications, and their growth plan. She also maintains an extensive in-
office library that emphasizes excellence in customer service and personal
growth.

Meredith is the chief contributor to Unitiv’s Intelligent Help Desk’s blog,
which publishes articles about customer service industry trends. Meredith
also regularly contributes to Examiner.com as an Atlanta Customer Service
Examiner. She routinely composes articles consisting of customer service tips
and tricks, as well as testimonials of service in her community.

The Client Services Department has taken on the responsibility of community
outreach for Unitiv. Under Meredith’s leadership, the company has collected
toys for Toys for Tots©, donated teddy bears to Bert’s Big Adventure©,
contributed 300 pounds of pet food to the Save Our Pets Food Bank, and donated
supplies, toys and over $1,000 to The Giving Tree.

In the community, Meredith has a well-known philanthropic presence, founding
two local charities with her husband, Randy. In 2000, they founded the Estep
Foundation, which is an organization that provides college tuition to high
school seniors. Applicants submit entries that display their entrepreneurial
spirit including a detailed business plan. Meredith and Randy started Mush
Rescue in 2008, which helps displaced Siberian Huskies in the community find
loving homes. Meredith also serves as President of Parents for HARMONY:
Atlanta’s International Youth Chorus.

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.unitiv.com/intelligent-help-desk-blog/
http://cdn2-b.examiner.com/customer-service-in-atlanta/meredith-estep
http://www.estepfoundation.com/
http://www.mushrescue.com/huskyrescue/
http://harmonychorus.org/about/board/
http://www.unitiv.com/news--events/in-the-press/bid/64098/Unitiv-holds-Pet-Food-
Drive-for-Save-Our-Pets-Food-Bank
http://www.unitiv.com/news--events/in-the-press/bid/72628/Unitiv-Sponsors-
Donation-Drive-for-Local-Adoption-Agency
http://www.bertsbigadventure.org/
http://www.thegivingtree.org/
http://www.saveourpetsfoodbank.org/

Provide a brief (up to 100 words) biography about the nominee:

Meredith Estep resides in Alpharetta, GA with her husband, Randy, and two
daughters, Gabby and Kaitlin. She enjoys assisting her husband in AKC
Confirmation Shows with one of their seven Siberian Huskies. In her spare
time, Meredith loves watching her daughters play volleyball and sing in
choir. Meredith also gives back to the community; participating in the
Atlanta 2-Day Walk for Breast Cancer, and volunteering in the local chapter of
DECA at South Forsyth High School, for which she has won Employer of the Year
in 2006-2007, and first runner-up in 2009-2010 and 2010-2011.