Team Spotlight: Customer Experience Center
Long before a technician arrives on site or a repair is completed, many campus issues begin with a single point of contact: the Customer Experience Center (CEC). Led by Customer Experience Supervisor Mallory Gatchalian, the team works behind the scenes to coordinate responses and guide requests from initial report to final resolution.
The group is made up of four customer experience specialists: Megan Wilson, Brenda Harden, Kyleigh Hernandez, and Fidel Cadenas Lara, and a support services technician, John Cypress, who also serves as a physical plant mechanic. While the specialists manage incoming calls and work orders, the technician provides an added layer of field insight to investigate issues in person when details are unclear. That combination allows the team to move quickly while still making informed decisions about which trades to dispatch and how urgent a situation may be.
The CEC has developed a strong understanding of building systems, common issues, and how different units across campus operate. That familiarity helps them interpret problems efficiently and route them where they need to go without delay.
Much of their work comes down to communication. When a customer reports an issue, the CEC works to understand what’s happening, determine its impact, and ensure the right response follows. Just as importantly, they close the loop, translating technical fixes into clear updates so customers know what was done and why it matters.
Not every request carries the same urgency, so prioritization is built into everything they do, gauging each request on a scale of high, medium, or low priority. Immediate concerns, like gas leaks, major water issues, power outages, or anything affecting safety or research, are treated as high priority and typically come in by phone. Other requests, like routine maintenance or future event support, are funneled through the work order system, via online entry by the customer or by contacting the CEC by phone, allowing the team to manage workload without losing sight of critical needs.
When larger incidents occur, coordination becomes essential. During a recent building flood caused by a failed valve, the team quickly brought together multiple trades to address both the source of the issue and its aftermath. The response relied on a clear protocol, but also on the team’s ability to adapt in real time as conditions changed.
The CEC also looks for ways to improve how campus systems function behind the scenes. One example is the development of a centralized key control manager list, a resource that didn’t previously exist in a consistent or accessible format, led by Gatchalian. By creating a shared system and an easy way for departments to submit updates, the team simplified what had often been a confusing process for building access and key requests.
Keeping everything running smoothly requires constant awareness. To do that, the team maintains a detailed internal system that tracks contacts, schedules, responsibilities, and updates across Facilities Management and other campus partners. It’s a living resource, updated as roles shift or processes change, and it allows the team to respond with accurate, up-to-date information no matter the situation.
Through steady coordination and a focus on clear, reliable service, the team helps ensure that even the most complex issues are handled efficiently, often before most people on campus even notice.