Operator of the Year

Patricia Fody uses her instincts and past experiences to deliver the best customer service she can.

Winner: Patricia Fody

Company: Vector Security, Pittsburgh, Pa.

Title: Central Station Alarm Response Operator

Tenure at the company: 8 years

Patricia Fody, this year’s TMA Operator of the Year award recipient, has spent the last eight years as a central station alarm response operator at Vector Security, using her customer service and computer skills to excel at her job and handle difficult situations when necessary. 

“Pat really enjoys helping people. That describes her very well. She helps customers and definitely supports her team in whatever they have to accomplish,” Anita Ostrowski, vice president of central stations at Vector Security, shares with SDM.

Throughout Fody’s time at Vector, she has progressed to become a member of the monitoring center’s Elite Team, which handles high-priority and VIP customer accounts. Fody’s knowledge, empathy and training has led her to become a mentor for newly hired operators, as well as an active participant in different committees designed to improve efficiencies and operations at the monitoring station, Ostrowski describes. 

“Pat is constantly cheering on her team members and telling them that they are doing a great job — inspiring them to treat each customer as a family member. Pat uses her skills as a team mentor to encourage and help new hires to reach their fullest potential, coaching and providing positive feedback to operators who are trying to learn a difficult job,” the company shared in its TMA Excellence Awards application.

In addition to mentoring, Fody serves as an example to her peers by being a positive role model. According to Ostrowski, Fody adjusts her schedule at a moment’s notice to accommodate whatever needs arise within the department. She often works extra hours to cover for call outs and switches shifts with others when she is able. If a need arises within the department, Fody is one of the first to step up and bring it to the attention of the managers. 

In one instance of many during Fody’s tenure, she received a burglar alarm signal. Fody verified that the woman on the scene was safe and helped her disarm the alarm system. During the conversation, the customer mentioned that her daughter was upstairs. Fody became concerned because the daughter had not come down to check on the blaring alarm or help disarm the system. Upon Fody’s urging, the customer went upstairs and knocked on her daughter’s bedroom door, but got no response. An ambulance was dispatched, as the daughter had collapsed, and she would spend time in intensive care before making a full recovery. The customer later called back to thank Fody and express appreciation that Fody had urged her to check on her daughter.

“This job is a great fit for me. I enjoy talking to people and if I can help them at the same time I enjoy that. You don’t often hear from a customer, but when you do, it makes it all worthwhile to know that you helped someone. I’ve been here since 2010 and I wouldn’t change it,” Fody shares.