The Customer Engagement team is the first point of contact for both external and internal customers of the SSC. It operates with a multi-channel approach (e.g. phone, email, self-service, etc.) and serves as Tier 1 and Tier 2 support for the HR, Finance, and Procurement services that support our 23 colleges and the System Office, allowing the transactional departments to remain focused on their core responsibilities. In addition to the Customer Engagement Specialists, helping you on the phones, our team also supports process documentation, communication, our websites, and various other tools supporting the total customer interaction. If there is something we can assist you with, please contact us at 877-340-5577 or email help@ssc.vccs.edu. We are always happy to help!
Customer Feedback
Always Great Service!
Thank you for your quick response.
Keep up the good work!
Everything was handled nicely.
Very helpful
Prompt and very helpful
Great customer service
Quick and simple answer - thank you!
Great service! Quick response
I received a return call in within 30 t0 45 minutes. My issues was resolved very quickly by the help desk.
Provide in-person training for each VCCS campus for new P-card holders and eVA users.
Very helpful
Well done.
Great customer service. Goes the extra mile to help.
Always prompt and helpful!
Great assistance. Always very helpful.
The resolution to my inquiry was resolved with great speed and efficiency.
Very helpful. Much appreciated.
Your assistance was quite helpful. Thank you.
Answered my questions
Quick reply, appreciate that!
Thanks
Thank you for the prompt and detailed response to my question.
Thanks for the follow up
Accounts Payable FAQs
How do I delete a submitted voucher request that is not yet approved
How do we want suppliers to handle over-payments or invoices that were paid twice?
Invoice Purchase Order Numbers
Invoices Received at the College
I received a payment amount less than the invoice amount, whom should I contact?
Monthly Statements from Vendors
Multiple Invoices on a Single PO
Applicant Tracking FAQs
Am I eligible to apply for positions within other VCCS agencies?
Can multiple job duties be added?
Can search committee members vary by posting?
Does the system allow applicants to upload a resume that will prefill the application?
How do I post an Internal Position?
How does information from ATS flow into PMIS for brand new positions?
How will I be notified of items needing review or approval in ATS?
If we are editing a job, will PeopleSoft integration override the edit?
In ATS, how do I make changes to a posting once it has been published?
In ATS, who will be assigning position numbers if it is not a new position?
Is an item considered approved if a user moves it back or forward in ATS?
Is Classification the same as Role title?
Is there a place to attach the EWPs in ATS?
It is Mandatory to include a supervisors’ name in ATS? Is it visible to the applicant?
What if I have additional questions once logged in?
What if I need a committee member external to my agency?
What is an Applicant Tracking System (ATS)?
What will committee members be able to see once logged into the system?
What will I be able to see once logged into ATS?
When an employee is hired, will they go into the PeopleAdmin system?
When a position is created, will the ATS generate a link that can be used?
Where do I go to apply for a job?
Who has the ability to deactivate committee members in ATS?
Will I be able to prioritize and/or watch a recruit closely, if necessary, in ATS?
Will I be able to provide feedback within the system?
Will I be able to require specific applicant documents?
Will I be able to use supplemental questions (SQs)?
Will I receive confirmation that my application was received?
Will I be able to receive notifications?
Will I be able to update my application or supporting documents?
Will my current application and supporting documents transition into the new system?
Will this new system application match the new state application requirements?
Will training be provided on ATS?
Why does committee member show pending? Can we deactivate committee members?
Why do I need to manually post in RMS?
Procurement FAQs
Goods/Services Discrepancy & Returning Item
How Do I Identify A Small Vendor
How do I release devices in Apple School Manager?
How do I search for suppliers by commodity/NIGP code?
I have an issue with my order, what should I do?
What do I do when requiring eVA technical assistance?
Where can we register for eVA New User Training?
Who should we contact if a state vehicle is in need of Roadside Assistance?
Why is an addendum needed for this order?
Travel & Expense FAQs
Adding an Image from e-Receipt to Expense Report
Attaching Line-item Receipts in Chrome River
Consecutive / Multi-city Travel Meals
How do I add a department code for use in Chrome River?
Mileage Rate Reimbursement Options and Guidelines
Top 10 Reasons for Returned Reports
Viewing Previously Approved Travel
Department of Accounts (DOA)
Department of General Services (DGS)
Division of Purchases and Supply (DP&S)
Virginia Institute of Procurement (VIP)
Virginia Information Technology Agency (VITA)
Department of Small Business and Supplier Diversity (DSBSD)
Agency Procurement and Surplus Property Manual (APSPM)
Commonwealth Accounting Policies and Procedures (CAPP)
Auditor of Public Accounts (APA)
Virginia Public Procurement Act (VPPA)
VCCS Construction and Professional Services Manual (VCCS-CPSM)
Virginia's eProcurement Portal (eVA)
SSC Customer Engagement Manager
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.
SSC Customer Engagement Team Lead
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.
SSC Customer Engagement Training and Instruction Specialist
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.
SSC Customer Engagement Specialist
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.
SSC Customer Engagement Specialist
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.
SSC Customer Engagement Specialist
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.
SSC Customer Engagement Specialist
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!
SSC Customer Engagement Specialist
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.
SSC Customer Engagement Specialist
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.
SSC Customer Engagement Specialist
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.
SSC Content Manager
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.
SSC Customer Engagement Partner
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.
SSC Website Designer and Salesforce Administrator
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.