Customer Engagement

Tammy Puckett has resided in Botetourt County for over 20 years and is originally from Colorado Springs, CO.  She has over 24 years of call center management experience including 13 years with the Virginia Department of Transportation as an Operations Supervisor in their Customer Service Center.  Prior to that, she was a Regional Customer Care Manager for NTELOS Wireless for 11 years and managed call centers in Daleville and Covington.  She is very excited to bring her call center, leadership, process improvement and employee growth skills to the VCCS.  In her free time, she enjoys spending time with her family and friends (especially her granddaughter), hiking, working out and traveling. 

Emily Van Ness is originally from Botetourt County. She currently resides in Covington, VA with her daughter. She is a Veteran of the United States Air Force- “Aim High!” Having worked for the state since 2016, Emily is excited to step into a new role and be part of the VCCS. She is most looking forward to putting her 15 years of customer service and management experience to the test!  Whenever there’s downtime, Emily loves to travel, wine and dine, and spend quality time with her family. 

Eve Walker is originally from Ireland but has called Virginia home since 2016. She graduated from University College Cork, where she earned her bachelor's degree and graduate degree in education. She has 13 years of experience in a variety of educational settings, from middle and high schools to community college and university.  Her teaching and training background has allowed her to work with individuals and groups to achieve their personal and professional goals. At the SSC, Eve aims to continue helping others develop and learn new skills. Some of her favorite things include running, traveling, and getting outdoors to explore new trails with her husband and yellow Lab. 

Ramon Sigala is from Southampton County, but has resided in Blacksburg, VA since 2009. He joined the SSC in 2022 and brings over 7 years of management/customer service experience to the VCCS and is enthusiastic to start a new career with the SSC. During his free time, Ramon enjoys playing ultimate frisbee, watching foreign films, traveling, and exploring new cuisine with friends. 

Rafael Lopez, with his 7 years of customer service and retail experience, is ready for his next milestone. He joined the SSC in 2022 and looks forward to providing the best service for our SSC customers.  As an Oregon native, he enjoys nature and traveling, alongside the recently acquired hobby of mixed martial arts training. If Rafael isn't training or working, he is most likely hiking in the mountains and enjoying the views. 

Shaadiah Murray is originally from Barbados.  She moved to the Bedford County area in 2021.  She has numerous years of customer service experience in the medical field and is excited and eager to learn the ropes at the SSC.  Shaadiah is currently a PVCC student, studying Health Information Management Certification. In her free time, she enjoys travelling, cooking, spending time with family and listening to reggae and soca. 

Ashleigh Mulero resides in the Town of Bedford with her husband, Jody, and two children, Laken and Luka. She previously spent five years as a Customer Service Manager in retail and then eleven years in the power and mobile transformer industry as a team leader.  Her drive to make processes seamless and navigation easy are her strong suits!  She is ecstatic to put this skillset to use in our SSC team.  Ashleigh enjoys traveling with her family, writing, and cooking.  In her spare time, she volunteers at the local Primary School and coaches soccer.  She can also be found in the hockey rink with her family cheering on her husband’s team! 

Sharell Jeter-Coles resides in Covington, VA with her husband and son. Sharell has over 20 years of experience in the customer service community, including some time spent working for another state agency as well as a local 911 center. She is looking forward to her journey within SSC! Sharell enjoys traveling and spending time with her family. 

Alex Botts is originally from Pennsylvania, but has resided in Virginia since 2015. Following her graduation from Randolph-Macon College, Alex spent the next five years in political and legal administration for various local governments throughout the Commonwealth. Alex is excited to bring her government experience to the state level and is looking forward to providing customers with the best possible service. During her downtime, Alex can be found going on hikes throughout the Roanoke area, traveling, spending time with friends and family, or curling up with a good book and her cats, Bandit and Jackie. 

Mike Lapp is originally from New Jersey.  He moved to the Roanoke area in late 2022 with his Navy spouse -  “Go Navy” - father and six “children” : Toby, Marley, Barney, Gemma, Tiffany, and Wilma. He has numerous years of customer service and call center experience, including management and team lead positions in multiple different industries, including mobile, financial, and medical.  Mike is excited and eager to use his experience to assist our clients at the SSC.  He has a Bachelor’s in Human Resources Management with a minor in Management, and is currently pursuing his Masters in Human Resources Management, as well as SHRM-CP certification.  In his free time, he enjoys spending time with family, traveling, and watching reality TV. 

Michele Johnson (MJ) has been at the Shared Services Center since 2018 and brings 21 years of customer engagement and performance improvement experience to support the Shared Services Center, including 18 years leading teams of call center representatives, training designers, procedure writers, and communications professionals.  The same year that Cartoon Network launched, MJ graduated from Roanoke College where she earned her Bachelor’s in English with a Concentration in Written Communications. During her free time, MJ enjoys dabbling in the yarn arts and creating gifts to keep people warm. 

Jill Harbison is a native of Roanoke who also lived for 10 years in Tidewater. She is a graduate of Radford University and has over 25 years of experience in communications, public relations, brand management, and marketing.  She is certified in Camtasia, LaMarsh Global Change methodology, and enjoys applying these skills in support of the SSC and our customers. Jill joined the SSC in January 2018.  Her passions include her family, pets, good friends, hiking, and biking. 

Kara Stewart is a Roanoke native with extensive experience in web design, marketing, and graphic design.  She came to the SSC in May 2018 after running her own marketing company.  She has also previously worked for several local businesses as Marketing Director.  Kara was originally hired as a contractor, but was then brought on as a full time employee in 2021.  Kara is a photographer in her spare time and enjoys spending time outdoors with her two dogs, Jasmine and Bear.