Employees exhibit commitment to service excellence

MESSAGE FROM THE EXECUTIVE DIRECTOR

by David Norvell

GRF Executive Director CMCA, AMS, PCAM

When we launched the Touchpoint to Trustpoint customer care initiative a few months ago, our goal was simple yet profound: to transform every everyday interaction between our team and our residents into a moment of meaningful connection, reliability, and trust.

At its core, this program recognizes that our staff members are here to serve. You—our residents—are our entire purpose. Every morning, our team focuses on two driving principles: ensuring that Leisure World remains a community where everyone truly desires to live, and actively protecting that right.

Over the first two months of the program, we have been thrilled to see our employees bring this philosophy to life. Residents and managers alike have noticed the extra care, the warm greetings, and the proactive problem-solving happening across our departments.

To mark the successful completion of the program’s first two months, we want to formally recognize and thank the employees who have gone above and beyond to turn a routine “touchpoint” into a lasting “trustpoint.” Touchpoint to Trustpoint Honorees

The following staff members have been officially recognized for their outstanding service, dedication, and positive impact on our community during the initial rollout of the initiative:

• AnaKaren Villegas, Stock Transfer Office, Member Records Coordinator—recognized for being enthusiastic, professional, helpful and pleasant.

• Epa Barua, Stock Transfer Office, Manager—recognized for being knowledgeable, prompt, kind and friendly.

• Claire Medlin, Stock Transfer Office, Escrow Specialist— recognized for being kind, understanding and accommodating.

• Christina Moffatt, Stock Transfer Office, Member Records Coordinator—recognized for being polite and respectful.

• Sam Mooney, Physical Property, Escrow Inspection Coordinator—recognized for being knowledgeable and effi cient.

• Alicia Rubio-Villalovos, Physical Property, Facilities Director Administrative Assistant— recognized for going above and beyond.

• James Leiholdt, Physical Property, Building Inspector— recognized for being professional and kind, and working with expertise and diligence.

• Richard Stolarz, Physical Property, Building Inspector— recognized for being professional and kind.

• Jamie Fish-Cacheiro, Physical Property, Building Inspector—recognized for being responsive and professional.

• Nathan Surina, Physical Property, Building Inspector— recognized for being knowledgeable, professional and courteous.

• Russel Thorne, Service Maintenance, Plumber—recognized for being professional, pleasant and having a great personality.

• Tony Nunez, Service Maintenance, Plumber—recognized for being nice, quick and patient.

• Martin Sanchez, Service Maintenance, Electrician—recognized for being professional, polite and doing excellent work.

• Rafael Gutierrez, Service Maintenance, Plumber—recognized for being courteous with an excellent attitude.

• Johnny Ramirez, Service Maintenance, Plumber—recognized for going above and beyond, and being friendly and courteous.

• Juan Fuentes, Service Maintenance, Carpenter—recognized for being an expert and knowledgeable.

• Javier Moreno, Service Maintenance, Plumber—recognized for being helpful and great.

• Vincent Franco, Service Maintenance, General Maintenance— recognized for being great and kind.

• Alex Ramirez, Service Maintenance, Lead Plumber— recognized for having a great attitude, being friendly and smiling.

• Sue Tingle, Service Maintenance, Clerk—recognized for being very helpful.

• Felix Rac, Service Maintenance, Carpenter— recognized for being courteous and restoring a resident’s faith in tradesmen.

• Robert Fredzess, Service Maintenance, Clerk—recognized for his quick responsiveness.

• Ruben Gonzalez, Service Maintenance Director—recognized for being a wonderful manager.

• Ulises Ramirez, Service Maintenance, Plumber—recognized for being polite, efficient and caring.

• Zita Pollock, Mutual Administration, Portfolio Specialist— recognized for being pleasant, courteous and helpful.

• Delia Santiago, Mutual Administration, Portfolio Specialist— recognized for doing a wonderful job at a meeting.

• Jodi Hopkins, Mutual Administration, Senior Director of Mutual Administration—recognized for doing a wonderful job at a meeting.

• Sue Elliot, Golf Course, Golf Starter—recognized for being friendly and always smiling.

• Sophia Kim, Golf Course, Golf Starter—recognized for being friendly and always smiling.

• Steve Kang, Golf Course, Golf Starter—recognized for being a good worker.

• Melissa Gomez, Recreation, Recreation Coordinator— recognized for being helpful and kind.

• Kathy Thayer, Recreation, Recreation Manager—recognized for being kind, positive and supportive.

• Lucy Cyza, Gym, Fitness Attendant—recognized for being helpful and kind.

• Diane Maldonado, Gym, Fitness Attendant—recognized for being helpful and kind.

• Robert Wise, Gym, Fitness Attendant—recognized for being helpful and kind.

• Frances Rivas, Client Services, Client Services Associate/ Cashier—recognized for being friendly and helpful.

• Emily Bushika, Client Services, Copy Center—recognized for being pleasant, efficient, kind and patient.

• Ana Valdovinos, Client Services, Client Services Associate— recognized for going above and beyond.

• Juan Quezada, Security, Security Officer—recognized for being professional and personable.

• David Norvell, Administration, Executive Director— recognized for doing an excellent job in making Leisure World a better place to live.

Our Commitment Moves Forward This list represents just the beginning.

The Touchpoint to Trustpoint initiative is a continuous journey, and our commitment to you remains focused and unwavering.

My door is always open. I am available at any time to meet with any resident to discuss how we can continue to elevate our service, protect our community standards, and ensure that Leisure World is a place you are proud to call home.

The next time you see one of these honorees—and any of our dedicated team—please join us in thanking them for their hard work and dedication.

They remind us every day that exceptional service isn’t just about finishing a task—it’s about building trust.