What is something you do on the weekends to unwind after a busy week?
I enjoy running and I also play board games. Some of my favorites are Power Grid and Puerto Rico. Other than that, I just love to spend time with my wife and our pet boxer.
Why is IndianaNet so important to its subscribers?
There are actually a couple reasons why. We combine accuracy with also being the first to put new information online. It's really important for lobbyists to be able to easily figure out what is happening with certain bills within the Legislature. Most of the subscribers we have are from law firms and agencies, and we try to keep them as updated as possible. Another great use for IndianaNet is that it dates back to 1998 so past bills can be looked at as well.
How do you juggle the responsibilities that come with IndianaNet and working in the customer service department?
Honestly, it is a lot of multi-tasking. I'll usually be talking on the phone while I also either check email or watch the Senate and House streams online. All our (800) number phone calls come to me so I deal with a number of order entries or web orders for conferences, publications, special events and posters.
What was a customer service call you had that was a challenge? How did you tackle it?
It's inevitable that some people will call in angry and I have to take those calls just like any other. Some of those people will ask something like, "Where are my posters? They aren't here yet." The key is to stay calm and collected. I usually assure them that everything will be fine and make sure they know that I am on top of the problem, even if I am taken by surprise. The basic way to deal with challenging calls is to be ready for anything.
What is the most fun vacation you've had in the last few years?
The one that stands out the most in my mind is when I went to Italy with my family. The whole atmosphere was just amazing and so was the Vatican.