Leadership Action Subcommittees
Leadership Action Subcommittees
Learn what each subcommittee is responsible for:
Accountability
Accountability is the cornerstone of our journey to service excellence, empowering every employee to take ownership of their roles and responsibilities. By fostering a culture of accountability, we inspire a collective commitment to consistently delivering high-quality service. Setting clear performance standards, offering timely feedback, and maintaining a transparent system for tracking and reporting performance not only emphasize the importance of meeting stakeholders’ expectations but also encourage a proactive approach to resolving service issues and enhancing service delivery. Through accountability, our faculty and staff are united in their dedication to achieving the highest standards of service within our educational environment.
Three key strategies for ensuring accountability in service excellence at FAMU are:
Establish Clear Standards and Expectations: Define and communicate specific standards for service excellence for administrators, faculty, and staff. This includes setting measurable goals and benchmarks that are aligned with the Boldly Striking Strategic Plan and the institutional mission and values.
Implement Regular Feedback Mechanisms: Create a system for regular feedback from students, colleagues, and other stakeholders. This can involve surveys, evaluations, and peer reviews to gather insights and identify areas for improvement. Each academic unit should work with the FAMU Office of Strategic Planning, Analysis, and Institutional Effectiveness.
Promote Transparent Reporting and Follow-Up: Encourage open reporting of performance metrics and feedback outcomes, and ensure there are structured follow-up processes for addressing any issues or gaps. Regularly review progress and celebrate improvements to foster a culture of accountability and continuous growth. For academic units, this can be tracked and measured within the school or college and in partnership with the FAMU Office of Strategic Planning, Analysis, and Institutional Effectiveness.
Allyson Watson – Chair
Provost and Vice President for Academic Affairs
"Accountability in Service Excellence means embracing a commitment to unwavering standards
and personal responsibility. It’s about holding ourselves to the highest level of
performance, ensuring every action reflects our dedication to exceptional service,
and continuously striving to exceed expectations in every interaction."
Mattie Hood
Assistant Vice President, Finance and Administration
"Service Excellence is focusing on doing the best you can to make what you touch better
than how you found it."
Sonya Stephens
Assistant Vice President, Strategic Planning, Analysis & Institutional Effectiveness
Professor, Department of Mathematics
"Service Excellence means valuing the individual. This guides every interaction I
have with faculty, staff, students, parents, and everyone else that is needed to provide
the very best experiences for out students and move the university up in its national
rankings. Time, care, and patience is taken with each individual to address their
concern or need without judgement. Simply, I treat them the way I expect to be treated."
Erica Thames
Senior Auditor, Division of Audit
"To me, Service Excellence means to go above and beyond expectations and taking that
extra step to be helpful."
Communications
Effective Communication is the heartbeat of our university's Service Excellence initiative, ensuring that every member of our community—students, faculty, staff, and beyond—is informed, engaged, and aligned with our shared goals and values. Clear and consistent communication bridges the gap between expectations and service delivery, fostering transparency, trust, and a sense of belonging. It sets the stage for resolving conflicts, celebrating successes, and driving continuous improvement. By streamlining information and encouraging open dialogue, we create a cohesive environment where everyone feels valued and heard, transforming our university into not just a place of learning, but a thriving community dedicated to excellence in every aspect of service.
Booker Gainor – Chair
Assistant Director, Office of Communications and Marketing
"Service Excellence is our commitment to creating a supportive and inclusive environment
where students, faculty, and staff feel valued and respected. It involves offering
timely and accurate information, addressing concerns promptly, and consistently seeking
feedback to improve our services."
Christina Compere-Minor
Coordinator, Office of Communications
"Service Excellence is showing kindness above and beyond your job description to help
someone in need."
Pamela Moore
Coordinator, University Bookstore
"Service excellence is the key to success in building and maintaining a positive relationship
with those whom we serve. Relationships build trust...trust builds loyalty. When we
fail to serve with excellence, we fail in our efforts to serve."
Johnny Pompey
Associate Director, Human Resources
"Service Excellence is ones own committment to perform, communicate and collaborate
beyond expectations to ensure that the University is both the benefactor of, and continues
to promote and actualize "Excellence with Caring"."
Deidre Williams
Director, University Relations/Public Affairs
"Service Excellence means going beyond expectations to create meaninfgul, impactful
experiences for those we serve. It's about conistentely delivering quality, being
responsive to needs, and fostering an environment where everyone is empowered to succeed."
Interviewing & Selection
Recruitment, Interviewing, and Selection are vital to our university's Service Excellence initiative, as they shape the team that will uphold and elevate our values and standards. By intentionally recruiting and selecting candidates who are not only highly qualified but also deeply aligned with our commitment to service excellence, we ensure that every interaction—whether with students, faculty, or the broader community—is positive and impactful. Our rigorous recruitment process attracts diverse and talented individuals, creating an inclusive and dynamic environment that enhances the university experience for all. Effective interviewing and selection help us identify those who are passionate about advancing our mission, reinforcing a culture of excellence and continuous improvement across the campus. Moreover, a seamless onboarding process ensures that new hires quickly integrate into their teams and align with our service standards, making them valued members of the FAMUly from day one.
Terrisa Brown – Chair
Interim Vice President, Human Resources
"Service excellence is an unwavering commitment to understanding that even the best
can continuously pursue improvement."
Herbert Bailey
Associate Vice President and Chief of Staff, Academic Affairs
"Service Excellence is provided with a smile, a listening ear and a sincere attitude
to help."
Lakeisha Brooks
Senior Associate Director, Human Resources
"The ability to provide flawless service is by choice, but the true commitment is
to provide the service with care."
Marcus Grant
Deputy Director, Athletics Administration
"Service Excellence means showing up on time and giving your best effort every day,
and being respectful and honest with those people you interact with."
Reginald Perry
Interim Associate Provost, Academic Affairs
"I can't see a piece of trash on the ground walking on my way into Lee Hall every
morning without picking it up and throwing it away."
Makayla Webb
HR Generalist
"Doing for others as you wish to be done for you, working with a positive attitude,
assisting to the best of my ability, and directing people to the right area when things
are outside of my subject matter."
Measurement
Measurement is fundamental to our Service Excellence initiative, empowering us to continually evaluate and elevate the quality of our services. By systematically tracking performance in key areas—such as student satisfaction, response times, and support effectiveness—we uncover valuable insights that drive meaningful improvements. This proactive approach enables us to celebrate our strengths, identify opportunities for growth, and make informed decisions that enhance the overall experience for our community. Measurement not only promotes accountability but also unites us in our shared commitment to excellence. As we track our progress and outcomes, we remain agile, responsive, and dedicated to meeting the evolving needs of our students, faculty, and staff. Together, we are building a culture of continuous improvement and achieving new heights in Service Excellence.
Roddrick Jones – Co-Chair
Interim Vice President, Strategic Planning, Analysis & Institutional Effectiveness
"Service Excellence involves a commitment to continuous improvement, active listening,
and personalized solutions, ensuring that every interaction is meaningful and leaves
a positive, lasting impact."
Deidre Melton – Co-Chair
Associate Vice President and Chief Risk Officer, Division of Audit
"Service Excellence is about more than meeting needs; it’s about going beyond expectations
to create a genuine connection, ensuring that every individual feels valued, heard,
and respected in every interaction."
Kiwanis Burr McTier
Director, University Assessment, Strategic Planning, Analysis & Institutional Effectiveness
"I deliver service excellence by not only addressing the stated request, but also
facilitating a smooth, enjoyable experience, and addressing anticipated needs that
may arise from the original request. Plainly, it is meeting your need, being personable
and friendly, and if I know of any related tasks, I will help with those too."
William Thomson
Senior Auditor, Division of Audit
"The core of service excellence is a commitment to deliver value through intentional
actions, thoughtful communication, and a people-first mindset that ensures every engagement
is meaningful and impactful."
Orientation & Training
Orientation and Training are key pillars of our university's Service Excellence initiative, setting the stage for a culture of high-quality service across our campus. From the start, new employees are welcomed into our community with a comprehensive orientation that aligns them with our mission, values, and expectations, empowering them to contribute positively from day one. Ongoing training equips faculty and staff with the skills, knowledge, and tools they need to thrive in their roles, adapt to changes, and continuously enhance their service delivery. This commitment to professional growth ensures that every team member is aligned with our shared goal of excellence, creating a unified approach to enriching the student experience and advancing the university’s success. Together, through strong orientation and training programs, we empower our faculty and staff to deliver exceptional service, strengthening our university’s reputation and fostering a vibrant, supportive community.
Erick Akins – Co-Chair
Director, Title III
"Service Excellence is a way of improving how we deal with internal and external stakeholders.
It is a method of showing us how to be better and to do better in every aspect of
our lives."
Shanna Barber – Co-Chair
Director, Organizational Development and Training
"To me, service excellence is about consistently exceeding customer expectations through
a combination of quality, responsiveness, and genuine care. It involves understanding
and anticipating customer needs, delivering reliable and efficient solutions, and
always striving to improve. It’s also about creating a positive experience by being
approachable, respectful, and proactive in addressing any issues. In essence, it’s
not just about meeting the basic requirements but going above and beyond to make every
interaction memorable and positive."
Antonia Brown
Coordinator, Organizational Development and Training
"Service Excellence is aligning the quality of our services and environment with the
excellence of our academic programs."
Tiffany Davis
Business Manager, Vice President for Student Affairs
Kyle Eidahl
Professor, Department of History
"As a professor of history, my commitment to Service excellence is centered on fostering
a supportive and engaging learning environment for my students. I strive to inspire
intellectual curiosity, provide individualized guidance, and empower each student
to reach their full academic and personal potential."
Reginald Green
Associate Dean, Student Services Administration, College of Law
"Service Excellence is the implemenation of a core belief that all contact with all
constituents is positive, helpful, and timely carried out in the utmost professional
manner."
Recognition
Recognition is a crucial element of our Service Excellence initiative because it acknowledges and rewards the contributions of individuals and teams who consistently deliver exceptional service. By celebrating achievements, whether through formal awards, public acknowledgment, or simple expressions of appreciation, the Service Excellence movement will foster a culture of motivation and engagement. As we build a stronger Recognition program, we encourage healthy competition and alignment with our values of excellence. Take pride in your work and strive for continuous improvement. Let us all do our part to better service experiences for students and the wider university community. You may just end up being recognized for it!
Rebecca Brown – Co-Chair
Vice President, Finance & Administration
"Service Excellence, to me, is about more than just meeting expectations—it's about
surpassing expectations not just on paper, but in the hearts of our students, faculty,
and staff. Every decision I make, every policy I help shape, is about lifting up our
community and pushing us forward together. That's what serving with excellence means
to me—making sure our actions speak as loudly as our words."
Ezzeldin Aly – Co-Chair
Assistant Professor and Vice President for Faculty Senate
Health, Physical Education & Recreation (HPER)
"Service is what life is all about. Great acts are made up of small deeds. Goodness is the only investment that never
fails. As we serve others, we are working on ourselves; every act, every word, every
gesture of genuine compassion naturally nourishes our own hearts as well."
Jennifer Collins
Assistant Provost, Academic Affairs
"As a student success team member at FAMU, service excellence means consistently providing
unparalleled support, guidance, and resources to help our students thrive academically,
personally, and professionally. It means going above and beyond to ensure that every
student and team member feels valued and empowered to reach their full potential.
For our team, service excellence is a fundamental commitment to fostering a culture
of success and belonging for all members of our Rattler family."
Javonni Hampton
Coordinator, Office of Communication
Shauna Robinson
Associate Director, Human Resources and Personnel Relations
"I deliver exceptional service by being kind to all, effectively listening, communicating
and getting to know my customers; always saying thank you and being objective to constructive
criticism."
Bomani Spell
Associate Vice President, Student Affairs
Service Obstacles
Removing Service Obstacles and pursuing Continuous Improvement are key to our university's commitment to Service Excellence, ensuring that we can swiftly address challenges and meet the needs of our community with high standards. By proactively identifying and eliminating barriers—such as inefficiencies, outdated processes, and communication gaps—we create a more streamlined and user-friendly experience for everyone. This approach fosters a culture of innovation and problem-solving, empowering our faculty and staff to work more efficiently and find fulfillment in their roles. Continuous improvement keeps us evolving and adapting to the changing needs of our community, ensuring that our services are not only effective but also constantly enhancing. Together, these practices help us maintain our commitment to excellence, leading to higher satisfaction and success for the entire university.
Robert Seniors – Chair
Vice President and Chief Information Officer
Information Technology
Lewis Johnson
Associate Provost, Academic Affairs
Professor, Department of Physics
Adam Ramgeet Spence
Coordinator, University Relations/Public Affairs
"To me, Service Excellence means going above and beyond for every student, faculty,
alumni, parent and supporters of the FAMU community. We deliver service excellence
by listening to all patrons for their needs and concerns, expressing sincere empathy,
and resolutions to all circumstances and seeing it through till the absolute end."