Tell us a little about yourself.

Maria moved to Oklahoma in 1994 from Long Island, NY, and yes, I still have my New York accent! I have one daughter, who is my rock. I joined CARE in 2017 after spending years working in customer service. I take pride in helping people and solving problems. I strive to foster a positive outlook in the workplace, often praising my coworkers for their accomplishments. My favorite quote is from Albert Einstein: “Strive not to be a success, but to be of value.” I aim to provide value in everything I do, and I am proud to be part of the Center for Public Management and CARE. I think my new favorite quote is that of Dr. Nathan Mellor “"Your title doesn't define you. The way you do your job does." This rang so true for me.

What are the primary things you do as a Contact Center Specialist?

As Contact Center Specialists, we are often the first point of contact for people applying for Child Support Services. I handle a wide variety of calls, ranging from parents asking about payments to enforcement-related inquiries such as levies on bank accounts and bench warrants. These calls require empathy and kindness, and I am often praised by clients for my patience and compassion. Additionally, I assist with training the new hires and the senior helper line, where I answer questions from other contact center specialists.

What part of this job do you personally find most satisfying?

I thoroughly enjoy training new hires. I am a teacher at heart and strive to create an informative yet comfortable learning atmosphere. Patience is key when working with someone new to this type of role. When teaching, I provide positive feedback to help build confidence, as I believe people progress more effectively when they know what they are doing right rather than focusing solely on their mistakes. Many trainees from past classes still reach out to me to this day, which is incredibly rewarding.

What sorts of changes are occurring in your occupation?

The most recent change at CARE is the arrival of our new department head, Robert Reeves. I believe his leadership will greatly benefit our team. We also consistently receive script updates, which are essential for ensuring our calls address the needs and sensitivities of our clients. Staying informed about current issues and client concerns is vital in our line of work.

Who is your role model and why?

My role model is my mother. She was loving, caring, funny, and an incredible Italian cook. She instilled a strong work ethic in me. After my father passed away when I was nine, my mother raised six children on her own. My three sisters and I, being the youngest, all looked up to her. She worked tirelessly as a nurse and never once complained. I miss her every day. She passed away from cancer when I was 26 (I am 65 now). I see her work ethic reflected in myself, and I’ve passed it down to my daughter.

Any other interesting tidbits?

I enjoy making jewelry and candy, and I love gifting handmade items to the people around me. At the office, I’m well-known for my coconut bon bons, which are a favorite of many—especially Brandon Dreher and Tarra Baker. They are frequently requested, and I’m always happy to oblige. I love to cook, especially Italian food! My mother and grandmother taught me everything I know about cooking. As I mentioned earlier I have one child, a daughter who is 45 and has become a fabulous cook! At times she can outshine me with her cooking! I am so proud of the woman she has become.