The program management specialist who works in the Facility Service Center is praised for her stellar customer service.
The two dozen University of Maryland, Baltimore (UMB) employees in attendance at a videoconference June 22 were abuzz about the accomplishments of Heather Skogebo, program management specialist, Operations and Maintenance (O&M).
Skogebo, who answers calls at the Facility Service Center for O&M, an Administration and Finance unit, was surprised during the videoconference with the news that she had been named UMB’s June Employee of the Month. Among the praise she received was for her response when a caller reported that bees were gathered at the Pharmacy Hall doors. After a work order was submitted with Pest Control, Skogebo tracked down a beekeeper who helped her to identify that they were honeybees. She also arranged for him to come to campus to move the bees for free before they dispersed on their own.
“Heather’s responsibilities really ended with ensuring Pest Control received a work order and responded,” said Melissa Morland, MBA, MS, executive director of facility operations and maintenance administration. “However, recognizing that honeybees play a critical role in the ecosystem, she pursued a solution that protected both people and pollinators. By coordinating a humane relocation rather than a harmful removal, Heather prioritized long-term environmental sustainability while addressing immediate campus safety concerns.
“This thoughtful approach went well beyond job expectations and showcased her sound judgment, creativity, and leadership,” Morland added.
UMB President Bruce E. Jarrell, MD, FACS, who informed Skogebo that she had won the award, called her “a valuable member of this organization who contributes significantly” by upholding the University’s core values in her work.
Dawn M. Rhodes, DBA, chief business and finance officer and senior vice president, thanked Skogebo for her dedication to customer service.
“People sing your praises consistently,” she said. “Thank you for being a good representative of excellence in customer service; it is truly appreciated.”
Skogebo, who has been working for O&M for nearly four years and in the service center for two of those years, makes sure UMB’s technicians address problems on campus and keep things running smoothly. She fields calls about issues such as clogged toilets, burned-out light bulbs, a room’s temperature, or spills that need to be cleaned up. For more complex problems, she often has a solution to suggest to supervisors and staff.
“Whenever there is a complaint, she doesn’t just pass that information to us, she gives us the options,” said Priti Wakefield, administrative manager, Environmental Services. “She really has that expertise. She understands customers and what they are feeling and what they want.”
Skogebo said, “If someone calls with a specific problem and I can find a solution before I take it to a supervisor, I will. If I can’t, then I’ll go through all the things that I think could be done and present the supervisor with those options that might be helpful.”
Her co-workers lauded her for treating customers, colleagues, and partners with professionalism and honesty.
“Heather is consistently called out for her stellar service,” said Morland, who nominated Skogebo for the award along with Skogebo’s supervisor, Michael Penney, MSc, PMP, MS, manager of the service center. “She takes ownership of issues, is respectful to all, and ensures reliable follow-up.”
Penney agreed, saying Skogebo provides exceptional customer service during high-stress and time-sensitive situations.
“One UMB researcher shared how Heather responded immediately to two critical incidents: coordinating urgent pest control support for a staff member with a documented severe allergy, and later dispatching help when low carbon dioxide levels in laboratory incubators threatened weeks of research,” Penney said. “In both cases, Heather acted swiftly, calmly, and compassionately — ensuring safety, preventing loss of valuable research, and providing reassurance during moments of distress. The customer described Heather as a ‘godsend’ and emphasized how her responsiveness made a critical difference.”
Skogebo said one of the things she likes best about her job is being a problem-solver.
“I like being able to see the problem, figure it out, and then solve it if I can,” she said. “I like to see the process through, and I thoroughly enjoy talking to people.”
Penney said Skogebo always goes above and beyond and praised her for helping a woman who had collapsed on the street outside her office.
Skogebo said George “Frank” Ogle, electronics tech III, first noticed the woman and told Skogebo, who called UMB police and went to see if the woman was breathing. Skogebo didn’t think she was, so she called 911, put on gloves, and started to knuckle rub her sternum. This technique can be used to assess consciousness because it can cause discomfort.
“I was knuckle rubbing hard on her chest bone for probably a minute. Nothing was happening, so I went to find something to use to cover her mouth to do CPR,” Skogebo said. “As I was walking away, Frank said, ‘She just took a big breath,’ and I looked at her and she started to take another one, so I immediately started helping her try to sit up.”
Skogebo comforted the woman and stayed with her until police and paramedics arrived. “The woman told them, ‘This pretty lady just saved my life, and I’m OK,’ ” Skogebo said.
“She gave me a tight hug, and she hugged Frank for being the one willing to say something,” Skogebo said. “But I was very upset that there were so many people walking past and nobody did anything.”
Penney said, “She said, ‘I have to do something,’ and then she just went out there to do it.”
Skogebo, who thanked Ogle, Morland, and Penney for their support, said she was holding back tears during the videoconference.
“It is not something that I expected because the 7,000 employees at UMB include people who are researchers doing lifesaving work and coming up with cures and ways to combat things to help better society, so to be chosen is amazing,” said Skogebo, who will receive a certificate and $250 in her next paycheck as rewards. “I am very thankful and appreciative.”