Service Excellence Team

The Service Excellence Team (SET) is comprised of key leadership personnel, subcommittees and Service Excellence trainers. Each team member is dedicated to delivering exceptional service, continuous improvement, and moving FAMU forward.

SET Member	Office	Leadership Action
Dr. Donald E. Palm Executive Vice President & COO	Office of the COO	SET Chair
"Service Excellence means going beyond the expected to ensure that every interaction, decision, and action reflects our deep commitment to the success and well-being of our students, faculty, staff, and the entire FAMU community. Delivering exceptional service isn’t just a task; it’s a personal responsibility and a daily practice that I uphold with pride. To me, Service Excellence is about creating an environment where everyone feels valued, supported, and empowered to achieve their best."
Sabrina Butler Coordinator of Management Analysis	Office of the COO	SET Administrator
"My customer service delivery is fluid. It takes on the shape of the need of the person in front of me and the skills and abilities I possess to address the need."
Dr. Allyson Watson Provost and Vice President	Division of Academic Affairs	Accountability
"I believe that Service Excellence should be at the heart of everything we do. People should leave our presence, not only feeling heard and respected but also that they have had a kind and considerate interaction. At FAMU, I want to ensure that every student, faculty, staff, alumni and friend of the university experience kindness and excellence in customer service, no exceptions!"
Booker Gainor Assistant Director	Office of Communications and Marketing	Communications
"Service Excellence is our commitment to creating a supportive and inclusive environment where students, faculty, and staff feel valued and respected. It involves offering timely and accurate information, addressing concerns promptly, and consistently seeking feedback to improve our services."
Terrisa Brown Interim Vice President	Human Resources	Interview & Selection
"Service excellence is an unwavering commitment to understanding that even the best can continuously pursue improvement."
Dr. Roddrick Jones Interim Vice President	Strategic Planning, Analysis & Institutional Effectiveness	Measurement Co-Chair
Service Excellence involves a commitment to continuous improvement, active listening, and personalized solutions, ensuring that every interaction is meaningful and leaves a positive, lasting impact."
Deidre Melton Associate Vice President & Chief Risk Officer	Division of Audit	Measurement Co-Chair
"Service Excellence is about more than meeting needs; it’s about going beyond expectations to create a genuine connection, ensuring that every individual feels valued, heard, and respected in every interaction."
Dr. Erick Akins Director	Title III	Orientation & Training Co-Chair
"Service Excellence is a way of improving how we deal with internal and external stakeholders. It is a method of showing us how to be better and to do better in every aspect of our lives."
Shanna Barber Director	Organizational Development & Training	Orientation & Training Co-Chair
"To me, service excellence is about consistently exceeding customer expectations through a combination of quality, responsiveness, and genuine care. It involves understanding and anticipating customer needs, delivering reliable and efficient solutions, and always striving to improve. It’s also about creating a positive experience by being approachable, respectful, and proactive in addressing any issues. In essence, it’s not just about meeting the basic requirements but going above and beyond to make every interaction memorable and positive."
Rebecca Brown Vice President	Finance & Administration	Recognition Co-Chair
"Service Excellence, to me, is about more than just meeting expectations—it's about surpassing expectations not just on paper, but in the hearts of our students, faculty, and staff. Every decision I make, every policy I help shape, is about lifting up our community and pushing us forward together. That's what serving with excellence means to me—making sure our actions speak as loudly as our words."
Dr. Ezzeldin Aly Associate Professor & VP for Faculty Senate	Health, Physical Education & Recreation (HPER)	Recognition Co-Chair
"Service is what life is all about. Great acts are made up of small deeds. Goodness is the only investment that never fails. As we serve others, we are working on ourselves; every act, every word, every gesture of genuine compassion naturally nourishes our own hearts as well."
Robert Seniors Vice President & Chief Information Officer	Information Technology	Service Obstacles