Waltham Services
Technician of the Month
Waltham Services recognizes outstanding service performance each month by selecting a Service Person of the Month from nominations submitted by each service branch. The person selected receives a cash award, award certificate and is eligible to participate in our Service Technician of the Year Program.
Waltham Services
Administrator of the Quarter
Waltham Services recognizes outstanding administrative performance each quarter by selecting an Administrator of the Quarter from nominations submitted by company managers. The person selected receives a cash award, award certificate and is eligible to participate in our Administrator of the of the Year Program.
Tech of the Month for June 2010 is Bob Lenkiewicz.
Tech of the Month for June 2010 is Bob Lenkiewicz of New London. Bob was selection was influenced by the monthly route audit citing multiple customers praising the service and work Bob recently performed at their locations. Bob was also cited by Service Manager Billie Moran, CSR Jennifer Gray and CSR/Sales Rep Cyndi Foley for managing to manipulate his schedule and repsonse to several calls for emergency service and new account start-ups, while maintaining his route schedule. Nice job Bob! Congratulations to Bob and the entire service and support team in New London.
Others nominated for this special monthly recognition include Mike McCarthy of Wilmington/Scarborough, Mike Lenihan-Barry Lindahl-Steve Trundle of Waltham, Tomas Castro of Milford, Gary Epstein of Weymouth and Kraig Kearns of Agawam. Congratulations to these folks and their service support teams.
Service technician for the month of May is Gary Mahoney.
Branch manager Billie Moran cited Gary for outstanding service after regular work hours at a College, Hospital and a nearby day care center that was being "attacked" by yellow jackets. Congratulations to Gary and the entire service team in New London for being singled out for this special recognition.
Others selected by their branch manager and CSR team for this nomination in May include Matt Foley of Rochester, Tom Castro of Milford, Mark Lucas of Wilmington, Bob Malcolm of Weymouth and Mike Merritt, Andrew Markos and Rick Hagopian of Waltham. Congratulations to Matt, Tom, Mark, Bob, Mike, Andrew and Rick for being selected for this special recognition at your branch.
Service person for the month of April 2010 is Jim Ruffo of Agawam. 
Service manager Bob Knowlton cited Jim for doing a particularly tough and offensive environmental job of cleaning out dead mice in blower cages in air conditioning units in control bunkers on cell towers in the Albany New York area, and initiate service to keep the control units rodent free. Bob described how Jim upgraded a dairy with new equipment in West Springfield to meet SQF inspection standards, started an intensive warehouse service for a mouse problem, covered worked others' work on a Saturday and stayed away for three nights attending the NYS required 30 hour training course and earned his NYS applicator's license, among other things. Congratulations to Jim for great job in April and for receiving this special recognition.
Others nominated and in the running this month included Ryan Rodgers of New London, Blake Genetti of Wilmington and Henry Cavooto, Vinnie Russo, Jim Muise and Steve Trundle of Waltham. Congratulations to these individuals for being selected for their branch nominations in April.
Weymouth's Customer Service Representative, Arline Giacomozzi, has been selected as the Office Administrator of the 1st Quarter!
Arline's effort stands out for volunteering to update data on more than 500 master accounts this quarter, a task that benefitted the whole company. She completed the job in a week while covering the branch as the only CSR during her co-worker's vacation.
Another task that Arline took part in was to have her home quoted for Termites by four other companies to be able to provide Waltham with competitive quotes. The gave good insight to our management team and helped us understand more about our service and prices compared to our competitors.
As the Copesan liaison, she effectively worked with the Weymouth team to make sure all Copesan tickets were processed correctly and returned on time at month end, allowing the branch to have a nearly perfect completion record in the first quarter. She also took on the Accounts Receivable responsibilities during this quarter and successfully helped the branch come in under 10% for 2 of the 3 months.
To prepare for her second "busy season" with Waltham, she was eager to learn more about general pests and the service we do for them so she borrowed Purdue course materials and reviewed them at home, bringing back specific questions and asking for guidance on typical spring pests.
Brian sums it up by stating that "Arline has a great work ethic, takes pride in her work, and represents Waltham Services well. She goes the extra mile to help Sales Reps, Service Technicians, Managers and co-workers, and in the first quarter of 2010 she really shined."
Please extend congratulations to Arline for her well deserved recognition, for which she will receive $250! Congratulations and a $25 Pat-on-the-Back giftcard are also extended to nominees Melissa Hamelin (Agawam), Cyndi Foley (New London), Judi Joy (Scarborough) and Noreen Riviera (Waltham Residential), for their outstanding work during the first quarter of the year.
Service Person of the month for March 2010 is Ed Hamilton-Jones of the Scarborough Maine service branch.
Ed was cited by Service Manager Lorri Seaward for working three Saturdays in March to pick up work while down one service person in the branch and others were on vacation leave. Ed worked with a major medical lab to resolve a lab generated mouse problem and kept tabs on two new stores, notifying the office when construction was nearing completion so they could be contacted and service initiated. Lorri described how Ed was scheduled to service a plant, but could not get out of his street because of the road being closed from a tree that had fallen during a storm. Ed spoke with Judi in the office who drove over and picked him up after walking to the end of the street and returned to the office. Ed picked up needed supplies and the spare vehicle in the yard and went out to service the plant and several other accounts. That's a team effort. Way to go Ed and Judi! Ed has been with the company for 11 years.
Others nominated for the month included Mike Lawrenclle of New London, Damian Marcello of Rochester, Bob Malcolm of Weymouth, Mike Merritt of Waltham Residential and Steve Rollins and Andrew Markos of Waltham Commercial. Congratulations to all for standing out in their service unit and being nominated.
Service technician for the month of February is Randy Hall of New London.
Service Manager Billie Moran described a number of instances where Randy was able and willing to make last minute schedule adjustments to accommodate a new account startup someone else had been scheduled to do and squeezed in an "emergency" bed bug treatment. Multiple customer audits were cited where customers explicitly spoke highly of Randy. Randy also covered a manufacturer for Mike Lawrenclle when Mike was out on vacation leave, along with completing his own scheduled work. Congratulations to Randy and his entire supporting team in New London for this special recognition!
Others nominated for February included Gary Miller of Wilmington, James Ruffo of Agawam, Shawn Brown of Weymouth, Ken Congelosi of Rochester, and Andrew Markos, James Muise, Mike Lenihan and Steve Rollins of Waltham. Congratulations to all for being selected in your branch for outstanding performance in February.
Service technician of the month for January 2010 is Mike Kemp of the Wilmington/Scarborough service branch.
Others nominated for this special recognition in January included Bob Lenkiewicz of New London, Jim Ruffo of Agawam, Harvey Pies of Rochester, Bob Malcolm of Weymouth/Pawtucket, Bob Cook of Waltham Residential and John Malis, Barry Lindahl and Andrew Markos of Waltham Commercial. Congratulations to all for earning this special nomination.
Working in Waltham Services' Accounting office, our Collector, Marilyn MacDonnell, has been selected as the Office Administrator of the Year for 2009!
Throughout the year Marilyn has played a significant role in clearing up a number of accounts with very large balances that were past due. She has worked hard to get them up to date and resolve billing issues, while keeping touch with them to insure things continue to run smoothly.
Marilyn keeps in touch with our customers and works tirelessly to a satisfactory end by reaching out and helping resolve overdue balances. One example of reaching out is when she met with the Accounts Payable person from an account that owed us over $20,000. Marilyn worked with her contact and helped straighten out their billing and get their accounts up to date. Another time, Marilyn helped fix an account where the billing was incorrect and customer thought that they had over paid. In this case, Marilyn's was required to do extensive research of all payments and billing to match everything up and account for it all. The end results was corrected billing with a customer that is completely up date to with us. In another situation, we had lost contact with a customer that owed us nearly $32,000 but Marilyn was able to locate the customer and begin working with him to resolve the balance. The case has recently gone to bankruptcy; however, Marilyn continues working with the courts to recover as much of the money as possible. These are a few examples of how Marilyn has played an instrumental role in accounts receivable resolution throughout the year.
Marilyn also works closely with the branches and reaches out to help where she can. She reviews the monthly Accounts Receivable report and e-mails the branches and CSR's on accounts that are falling behind to see if they need assistance in collecting the past due balances. Marilyn recently worked with the AP person at Walgreens to set them up on credit cards payments and receives daily emails from them with instructions on which invoices to paid and the dollar amount. Marilyn also handles all the ACH payments we receive each day and makes sure they are applied correctly. She also helps her Accounting co-workers with the deposit and posting whenever needed to make sure that everything is posted on a daily basis.
Marilyn has worked with the Waltham Services for nearly 14 years, and we are pleased to reward her hard work with a $1000 award and an additional week of vacation for her dedication in 2009.
Congratulations are also extended to the following Administrator of the Year nominees who will each receive $100 for their excellent work leading to this nomination: Ingrid Felix-Orphe (Waltham Commercial), Cyndi Foley (New London), Betty Goulais (Rochester), Arline Giacomozzi (Weymouth), Melissa Hamelin (Agawam), Judi Joy (Scarborough), and Noreen Riviera (Waltham Residential).
Service Technician of the Year 2009 is Joe Taranto of Waltham Commercial Service Area 2.
Joe has been part of our company since 1994. This was the second year in a row that Service Manager Peter Gorman submitted Joe for this special recognition. Joe serviced a University much of the year and showed great flexibility with a number of route changes over the 12 months, stabilizing accounts and satisfying customers each time changes needed to be made. Joes was cited for field training done with new people and doing an excellent job with the new Pest Pac Mobile, including helping coach others to use the equipment and changing software. Peter described Joe as a "quiet Guy" with a great work ethic and the desire to keep his customers happy and solve their pest problems. "Joe is not afraid of asking for help, or giving it to others." "Joe is always keeping in touch with me and Kristin" Peter also commented on the support he gets from Joe on routing. Congratulations to Joe and the entire Area 2 service team for this very special recognition.
The selection process was difficult again this year because of the following excellent nominations. Edd Hamilton-Jones from Wilmington/Scarborough, Shaun Donahue of New London, Jeff Oles from Weymouth, Damian Marcello of Rochester, Kraig Kearns of Agawam, Joe Barksdale of Waltham Commercial Area 1 and Bill Gallagher of Waltham Residential. Congratulations to these folks for earning this nomination.
Service technician of the month for January 2010 is Mike Kemp of the Wilmington/Scarborough service branch.
Mike lives in Concord NH and has been with the company for 8 years. Service Manager Lorri Seaward described how Wilmington was able to retain service at a large biotech company that went out to bid because of the service Mike provides. Feedback from the customer expressly mentioned Mike's service when other bids were considered. Lorri also described a bed bug incident at a hospital Mike expertly handled and converting a one time court house ant job to an annual service agreement, and actively looking for new accounts and sales opportunities in his area. Kudos to Mike and the entire team in Wilmington.
Others nominated for this special recognition in January included Bob Lenkiewicz of New London, Jim Ruffo of Agawam, Harvey Pies of Rochester, Bob Malcolm of Weymouth/Pawtucket, Bob Cook of Waltham Residential and John Malis, Barry Lindahl and Andrew Markos of Waltham Commercial. Congratulations to all for earning this special nomination.
Service person of the month for December is Eric Homan of the Wilmington/Scarborough service branch.
Eric services the Lynn/Salem and Northshore areas of Massachusetts.
Service Manager Jack Widmann cited Eric for outstanding performance dealing with an emotional bed bug situation at a hospital in Lynn. Jack also described a fruit fly situation at a college, how Eric dealt with it and positive feedback from the customer. Jack also commented on the quality of Eric's work and excellent route productivity. Eric brings honor to himself and the entire Wilmington/Scarborough service team. Nice job Eric!
Also nominated for the month were Randy Hall of New London, Shawn Brown of Weymouth, Jim Ruffo of Agawam, Joe Young of Rochester, Mike Merritt of Waltham Residential and Jim Muise, Rick Hagopian and Tom Di Filippo of Waltham Commercial. Congratulations to all for being selected for this special recognition.
Service person of the month for November is Mike McCarthy of the Wilmington service branch.
Service person of the month for November is Mike McCarthy of the Wilmington service branch. Mike is a senior tech and was service technician of the year in 1994. Mike lives in New Hampshire and efficiently services locations in a large geographic area. Mike was cited by Service Manager Lorri Seaward for helping a facility prepare for a customer audit and meet their requirements with flying colors. Lorri described an incident where Mike responded to an emergency evening call responding to a plane that landed in Manchester, NH that was over run with ants. Mike is also relied on to help keep another Northern New England service person supplied, saving trips to Wilmington to resupply. This is another example of the internal team approach we take to service, working with one another to the benefit of the company and customer service. Congratulations to Mike and the entire service team in Wilmington for this special recognition!
Also nominated for the month were Gary Mahoney of New London, Ken Congelosi of Rochester, Mike Neil of Weymouth, Jim Ruffo of Agawam, Vincent Russo, Andrew Markos and Joe Taranto of Waltham Commercial and Bob Venuti of Waltham Residential. Congratulations to these folks for being selected in their branch for the fine job they did in November. We are in the people business. These individuals are examples of why we succeed. We could not prosper and grow without all of us being dedicated to providing effective, responsible and caring service.
Service person of the month for October is Jim Muise of Waltham Commercial, Area 2.
Service person of the month for October is Jim Muise of Waltham Commercial, Area 2. Service Manager Peter Gorman cited Jim for outstanding bed bug work done during October, as well as work at a high profile a Hotel ( which influenced our selling service to another hotel in Cambridge ). Congratulations to Jim (and the entire Area 2 team) for doing an excellent job in October.
Others nominated for this special October recognition were Ryan Rodgers of New London, Steve Malcolm of Weymouth/Pawtucket, Mike Avent of Rochester, Kraig Kearns of Agawam, Eric Homan of Wilmington/Scarborough, Warren Bebeau of Waltham Residential, and Jerry Clarke (Area 1) and Vinnie Russo (Area 5) of Waltham Commercial. Congratulations to these service team members, who's performance in October made them stand out and earn their branch nomination.
Service person of the month for September 2009 is Mike Lawrenclle of the New London service branch.
Service Person of the month for September is Mike Lawrenclle of the New London service branch. Mike has been with the company since 1976. Mike services some every large, important accounts. Manager Billie Moran cited Mike for outstanding performance at a main campus dealing with a troubling bed bug issue. Mike took a troubling, negative customer relations situation and turned it into a positive experience with compliments paid to Mike for his effort. Billie also cited Mike for his performance at a facility and a plant. Mike was service person of the year in 2004 and continues to provide excellent service with his team in New London. Congratulations to Mike and the entire service and office team in NL.
Others nominated for the month include Fernando Pellegrino of Milford, Vincent Purvee of Rochester, Rick Hagopian (Area 5), Joe Taranto (Area 2) and Tom Defilippo (Area 1) of Waltham Commercial, Bill Gallagher of Waltham Residential, James Ruffo of Agawam, Jason KIlleron of Wilmington/Scarborough and Mike Neil of Weymouth & Pawtucket.
Congratulations to all for being picked out and nominated for this special recognition.
Agawam's Customer Service Representative, Melissa Hamelin, has been selected as the the 2009 Office Administrator Third Quarter.
Melissa is being recognized once again for helping the Milford branch while they searched for a new Customer Service Representative. During the height of the busy season, Melissa regularly traveled to Milford to correct a significant billing issue, to help the branch catch up on neglected filing, and eventually to help train the new CSR. In addition to taking numerous additional calls, she worked the credit hold list effectively and kept the uncollected amounts below 1% for both Agawam and Milford branches.
During this time, Melissa was a communication point between Milford managers and urgent customer issues. She also messaged Technicians at two branches on a daily basis for Copesan special services and call backs, as well as keeping Agawam service management informed on service requests and scheduling issues. Bob Knowlton points out that Melissa "developed a high degree of personal patience with the overload of customer calls and made on the spot suggestions for ways to resolve client concerns and billing issues."
Bob reports that Melissa completed expected assignments on time for both branches during this timeframe and states that she is a "highly focused CSR, she multi-tasks amazingly well, and her performance is a highly valued asset to the branch and a credit to the company." For going the extra mile for the Company and helping service Milford's customers, Melissa will receive $250. Please join me in congratulating Melissa for a job well done!
Congratulations and Pat-on-the-Back giftcards are also extended to nominees Tracey Blaney (Wilmington), Ingrid Felix-Orphe (Waltham Commercial), Arline Giacomozzi (Weymouth), and Noreen Rivera (Waltham Residential). Keep up the good work, everyone!
Service person of the month for August 2009 is Dom Genetti of the Wilmington service branch.
Service person of the month for August 2009 is Dom Genetti of the Wilmington office. Dom services customers in Vermont and New York. Dom is the one person that services Vermont and started selling in August. He started by selling two new accounts. Dom completed the 30 hour NY State required training course in August, required as pre-requisite for taking the NY State licensing exam. Service Manager Lori Seaward reported how Dom stepped up and serviced a toy store on short notice, despite being located well out of his service area one particular day. Lori also commented on a number of extra cluster fly treatments Dom worked into his schedule during August.
Also nominated for August were George Fontaine of New London, Joe Barksdale and Mike Merritt of Waltham, Tom Castro of Milford, Jeff Oles of Weymouth, Harvey Pies of Rochester and George Morales of Agawam. Congratulations to each of these people for being selected for this special recognition.
Office Administrators of the Second Quarter 2009
Two of our Customer Service Representatives will share the 2009 Office Administrator Second Quarter distinction. Annette Leger from Waltham Commercial (Area 5) and Sharon Taggart from Wilmington are being recognized for their initiative in helping to tie up loose ends and generate new business for their branches throughout the quarter. Annette and Sharon share a dedication to their jobs with steady attendance, noteworthy customer care, and by being a resource to other CSRs. When it comes to past due collections, both take ownership of accounts over 90 days by working hard to keep them below 10%.
This quarter, Sharon developed a letter to former Home Care customers letting them know we missed them and wanted to regain their business. Her message was upbeat and friendly and she made it easy for them to return the letter with their initials to reinstate business. The branch received more than 30 letters back signing up for service again! Sharon's manager notes that when she talks to residential customers, she gets to know them personally and builds a rapport that helps solidify service. And she pays attention to their needs, as noted by an example of setting up monthly payments for customers on fixed incomes.
Annette discovered a problem with Copesan this quarter when special service tickets were being generated through PestPac Mobile that had not yet received service. She was able to work with Copesan to find a way to void the special service tickets and have Technicians use the normal monthly ticket, learning how to change incorrect service tickets in the process. After discovering the issue, Annette took the initiative to work through these problems on her own then followed through by updating her manager and teaching other CSRs how to handle these tasks. She also showed excellent customer care by updated all the log books, licenses, and supporting documents for a customer with more than 10 different log books and supportive material.
Sharon and Annette were selected because they actively looked for opportunities to improve business at their branches and took the initiative to carry through. They are recognized as having positive outlooks and going the extra mile to help resolve issues. Please join me in congratulating them both!
Congratulations and Pat-on-the-Back giftcards are also extended to nominees Sou Chomthakham (Waltham Residential), Melissa Hamelin (Agawam), and Monica Jackling (Rochester).
Service person of the month for July 2009 is Brian Diamonti of the Weymouth service branch.
July Service Person of the Month is Brian Diamonti of the Weymouth/RI service branch. Brian was cited by Service Manager Frank Romano for recent bed bug work he has participated in, as well as going out on a Saturday "emergency" bed bug call to satisfy a large residential complex serviced in Providence, as well as special work done at a Hospital. Brian brings honor to himself and the entire Weymouth branch service and administrative team for his fine work done in July.
Others nominated for recognition in July include John Ruskowski, Barry Lindahl, Bob Rhodes and Henry Cavooto of Waltham, Fernando Pellegrino of Milford, Damian Marcello of Rochester and Eric Homan of Wilmington/Scarborough. Congratulation to each of these people who were nominated by their operating unit manager for this special recognition.
