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Service Stars – September 2017

FMC Ice Sports’ Service Stars Awards program recognizes and rewards team members who demonstrate commitment, ingenuity and extraordinary effort in delivering exceptional customer service to arena patrons. Each month, our regional managers select individuals who best represent the values and mission esteemed by FMC. Founded by President and CEO Robert McBride, the program will honor selected Service Stars each month with a certificate of appreciation and a $100 Visa gift card.

The Service Stars for the month of September are:



Western – Gardner Veterans Arena – Jared Wells

“Jared goes above and beyond at the Gardner Veterans Arena and any other arena he is helping to cover shifts. He takes great pride in his work as seen through his positive interactions with all customers (kids and parents) and when making a great sheet of ice. If he’s asked to do something once, it gets done every time. Jared took care of a number of issues and those he couldn’t address directly, he worked to ensure they were addressed. He regularly goes above and beyond in order to provide an exceptional customer experience.”

– Scott Demont, Arena Manager

Central – Horgan Arena – Samantha Sealey

“Samantha started out as a skate monitor and this year has taken the role of cashier as well. She has become the cashier for the freestyle sessions here. Not having a program director, Sam and I have been learning together as far as registrations, memberships etc. She has stepped up to the challenge and hopefully things will continue to run smoothly.”

– Cilla Kusek, Arena Manager

Metro West  – William L. Chase Arena – Paul Danner

“I nominate Paul Danner for the Chase Arena. Paul has shown in multiple ways his true dedication to FMC and its customers. He is known by most in the facility and on a first name basis and is always willing to assist staff and customers alike where needed. Paul has gone above and beyond his job and traveled to other facilities to assist in delivering, setting up and removing items for those facilities skating shows.”

– EJ Gottwald, Metro West Regional Manager

Metro Boston  – Cronin Arena – Jessica Proctor

“An adult skating student sustained an injury during class that required her to be transported to the hospital for medical attention. I was moved by Jessica’s commitment to exceptional customer service. The woman had just arrived here from out of state and had no local support people (friends and family) so Jessica went far beyond expectations by going with the woman to the hospital to offer her help and support.”

– John Carroll, Arena Manager

Southeastern – Hetland Arena – Andy Januse

“Andy has been a great addition to our team here in New Bedford. His passion and work ethic are unrivaled. He can routinely be found somewhere in the building cleaning/painting/fixing something. The arena is immaculate after he has worked. Better yet, his enthusiasm has raised the level of others around him. Beyond this he has been eager to familiarize himself with our user groups, building systems (heat, DHU, refrigeration), and suppliers (J Polep, Staples etc.). For these reasons and more I can see no better candidate for Service Star of the Month.”

– Ron Mattos, Arena Manager

Central Services – Headquarters – Sharilyn Hepburn

“Sharilyn has been a big help in getting Asiaf staffed for the season. Everything from updated background checks, checking in to see what staff I need, and helping onboard new employees has been fast and professional and really helped take some of the staffing stress off of my shoulders.”

– Nick Valentino, Asiaf Arena Manager

“Sharilyn has been exceedingly helpful with the advertisement and on-boarding of new hires as well as training me on the use of ClearCompany. The new hire on-boarding process she developed works so well and efficient I don’t even have to touch that piece anymore. That has made a meaningful impact on my workload of the hiring process.”

– John Carroll, Metro Regional

“Sharilyn is always professional, polite and spot-on with her helpful answers. There is no such thing as a bad time to call her. Her insight to my needs are second to none. It is as if she has worked in the arena and gets it. We are lucky to have her in our corner of this world.”
– Dennis Caulfield, Roche Arena Manager