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TSA Award Winner Cheryl Hayman: Customer Service

News & Happenings

July 11, 2007

Cheryl Hayman at headquarters.

Cheryl Hayman, former customer service/stakeholder manager at Reagan Washington National Airport (DCA) and currently a Model Workplace Program analyst at TSA headquarters, was a pioneer of the agency's efforts to make the airport screening process easier for severely injured military service members. Her work with this and other programs at DCA earned her a TSA Customer Service Award in 2006. The award recognizes'those [employees] who provide and foster a culture that nurtures world-class customer service."

Because of its close proximity to both Washington's Walter Reed Army and nearby Bethesda (Md.) Naval hospitals, many military passengers with severe injuries travel through DCA. Hayman recognized the need to better prepare security checkpoints to accommodate the unique screening needs of these military members, and her efforts led to TSA employees from DCA serving at the Department of Defense/Military Severely Injured Joint Support Operations Center in Arlington, Va.

"I did my part to contribute to the fair and respectful treatment of severely injured military service members," said Hayman. "But the true recognition belongs to the TSOs who work in the Military Severely Injured Center and the managers and TSOs at the airport who do their very best to serve our nation's military member's in a manner befitting our nation's heroes."

The center's TSA desk prepares TSA security checkpoints for the departure and arrival of severely injured military members. Hayman was instrumental in partnering with managers of air carriers serving DCA to help them understand the center's mission and provide quality services to military personnel who need it.

"Cheryl exemplifies the true spirit of customer service," said Deputy FSD Tim Grant. "She really cares about people and enjoys interacting with large groups or one-on-one. She is a tireless worker who is always willing to help others and take on additional tasks to do so. I cannot think of anyone more deserving of this award."