She is an inspiration to everyone at Document Systems, Inc. (“DSI”), always chasing opportunities to serve. Her service transcends departmental lines at DSI, and, by now, everyone knows she serves with speed, a warm smile, and confidence. I’m talking about Brenda Jurado, DSI’s Employee of the Year for 2006. Before receiving this distinguished honor, Brenda was awarded Employee of the Quarter Award and numerous “On-the-Spot” recognitions in past years.

Brenda is a Customer Service Representative at DSI. In spite of the fast pace and heavy workload associated with working in the Customer Service Department, Brenda has a reputation for “going the extra mile” by constantly asking for extra work. She even takes work home to complete in a timely manner. Her “extra” projects include assisting senior management with special projects and the Investor Relations Department with a whole range of investor-related activities. As if this was not enough, it is typical for Brenda to pitch in with the fulfillment of predisclosure packages in the In-House Department or even straightening up the office kitchen.

Smart, Organized, Dedicated

Mike Zarrilli, DSI’s Operations Manager, describes Brenda as “very smart, very organized, and very dedicated…an integral part of customer care and investor relations.” As a testament to her dependability, Mike proudly states, “In my absence, I can depend on Brenda to monitor my emails and respond to my customers. She has already done a fantastic job [with this]. Mike reminisced, “from the very beginning we knew what Brenda was about. When Brenda joined the company, we knew we had someone very intelligent, a go-getter, someone always wanting to learn and do more.”

Josie Hernandez, one of DSI’s Investor Relations Specialists, describes Brenda as “very organized, someone who figures out things on her own and yet does not hesitate to ask when unsure.” Josie adds, “Brenda is a great support for a whole range of investor-related activities, including the creation of programs, changes, and updates.” Certain that Brenda will succeed in whatever she does, Josie says Brenda’s most impressive quality is that she is “very calm and exudes grace under pressure, a quality that is hard to find in the very busy, high-pressured, ‘wanted-to-close-yesterday-driven’ mortgage industry.”

Generous in her praise and recognition of Brenda’s stellar performance, Mayrianne Petisme, Customer Service Manager, remarks, “Brenda is a great worker and very reliable. She works very hard…she’s awesome.”

Describing her as a diligent worker and a role model team player, DSI’s Executive Management notes, “Brenda continuously participates in an active personal development plan that directly impacts her ability to achieve ‘Total Customer Satisfaction.’” Certified to demo the DSI’s LoanMagic product via WebEx, Brenda has completed courses in Principles of Mortgage Origination and FHA/VA Lending. She also has a degree in Criminal Justice and Sociology from California State University, Long Beach.

She is a hero even at home. Her brother Mark, who has been interning as a paralegal in DSI’s Legal/Compliance Department since February, remarks with pride: “She [Brenda] has accomplished a lot, going to school full-time while remaining a devoted mom to her three kids. And she loves to read...”

At the right time and place; in the right industry

The mortgage industry fascinates Brenda, and there is nothing superficial about her fascination. “In fact, that is how I got this job,” Brenda said. She elaborated, “I had a 9-month-old baby to care for and was not even looking for a job. I was visiting downstairs [at a mortgage company] to get a loan for my first house, and I had a lot of questions for the loan officer. My questions led the loan officer to recommending a job for me upstairs [at DSI]. She said the job would be a good fit for someone like me who has and asks a lot of questions. I interviewed with DSI, was offered a job in the Sales Department, accepted the job and was hired, and eventually became a back-up LoanMagic Trainer. And, the rest is history...”

While fascinated by the mortgage industry, Brenda is also inspired by DSI’s work ethic and culture. Brenda observed, “all of the departments are right here and easy to get to; this way problems get solved fast and we all can help the customer with the next step in the loan closing process.”

Exceeding Customer Expectations: Her Ultimate Calling

“Customer Satisfaction is DSI’s No. 1 goal”, Brenda said and added: “My job is to exceed customer expectation in terms of interaction, reliability, and response…“ “And smile?” I asked. Brenda smiled and answered, “Of course. That, too, but more than that: creativity, imagination, energy, courtesy, patient listening, respect, anticipating needs, following-up, and getting back with fully researched answers -- ASAP!”

“On a very busy day do you ever feel interrupted or annoyed?” I asked. Brenda replied, “No, that never happens, because I make my job fun and aim to be helpful, to help the customer get to the next step in the process and fix whatever needs to be fixed. Echoing the conviction of DSI’s President Don Iannitti, Brenda said, “Customer Service means nothing if the goal is not to fully satisfy the customer, not once, not twice, but always, and consistently.”

As Brenda continued to speak about her role at DSI, it became clear to me that the Customer Service Department is right where she belongs. Brenda mused, “Customer Service is not only my job, but I believe my ultimate calling. Striving to achieve customer satisfaction makes me happy and I believe what drives me. I also think that what has helped me do well in Customer Service are the attitudes and skills I developed in my earlier careers in photography, cosmetology, and background investigation. In those earlier careers, I learned not only to work with people, but, also, to enjoy working with people. As a photographer for Sears, I took family portraits and learned to motivate children to pose in a way that would make their parents happy. As a cosmetologist, I did hair exactly the way each customer wanted and even better. As a background investigator, I conducted background checks and learned to be focused and diligent.”

Brenda is no doubt a high achiever. She was active in her school’s Criminal Justice Student Association, serving as Secretary during her first year and Vice-President during her second year. “Preventing crime by kids was my focus, and we created projects and programs to keep kids happy and busy so that they are not lured into a life of crime. Through the Association, I also worked on security issues with the 2001 Bio-Tech convention in San Diego and played a role in organizing security for the L.A. Olympics.” During the first two semesters of her graduate year, Brenda also served as Secretary and later as Vice-President of the College of Health and Services. “I was responsible,” Brenda added, “for setting up different school activities and teaming up with teachers, counselors, and deans to resolve campus issues within this division.”

Closing Thoughts . . .

Brenda enjoys a supportive family structure, including a husband who she says is “always helpful, supportive and her backbone.” Before her marriage, Brenda’s parents were her great motivators, always providing opportunities and resources. Brenda beamed, “My parents taught me to never settle…, to always do my best…. to work with others and for others…to seek challenges and meet them.”

Where does Brenda go from here? I decided it was a sad question to conclude this interview with. However I pressed on for an answer, for a glimpse of a vision of her own future; but failed to get one. But Brenda’s colleagues, superiors, and upper management are convinced, as is the interviewer, that indeed she has a very bright future. Operations Manager Mike, speaking also for upper management, emphatically states: “ For Brenda, the sky is the limit.”

Earlier, I asked Brenda if she knew of any one who, in her opinion, could have been awarded this Employee of the Year Award. Unprovoked, unruffled, and confident, she merely smiled and replied, “ANYONE!”

Dhiren Sharma is a Paralegal with Document Systems, Inc. and a member of its Compliance Department.