This award is presented to jurisdiction individuals who have excelled in customer service delivery in a call center or on the front line of motor vehicle administration.
This is an individual award and is awarded one per each region and among those, an international winner is selected.
Each agency may submit only ONE entry.
Criteria for selection:
Driver License offices play a vital role in serving communities by providing citizens with convenient access to essential services and delivering exceptional customer service. Over time, these offices become an integral part of the communities they serve, fostering strong partnerships with fellow employees, local agencies, and departments within shared facilities.
During a routine business day at the Morris County Courthouse Driver License Office, License and Permit Specialist Sherri Boyd demonstrated exceptional professionalism, courage, and dedication when an unexpected incident threatened the safety of those around her. When a combative and violent individual became disruptive in the courthouse hallway, Boyd immediately recognized the potential danger to nearby customers and staff. Without hesitation, she took swift and decisive action to move those in the vicinity to a secure location, protecting them until law enforcement brought the situation under control.
Boyd’s calm demeanor, quick judgment, and decisive leadership under pressure exemplify her steadfast commitment to public safety and her dedication to those she serves. Her actions not only protected citizens from potential harm but also demonstrated the highest standards of customer service by placing the safety, security, and well-being of others above all else.
Following the incident, Sheriff Jack Martin issued a formal letter of commendation recognizing Boyd’s professionalism, dedication, and unwavering commitment to public safety. Her exemplary conduct brought great credit to herself, the Morris County Courthouse Driver License Office, and the Department as a whole.
Sherri Boyd embodies the Department’s motto of Courtesy, Service, and Protection. Her professionalism, compassion, courage, and ability to remain calm and decisive in the face of danger make her highly deserving of the Customer Service Award. Her actions serve as an outstanding example of what it means to put customers and their safety first while providing exceptional public service to the citizens of Texas.
Christal Cooper is an outstanding candidate for Employee of the Year. With 14 years of dedicated service at MVA, Christal has consistently demonstrated professionalism, initiative, and a strong commitment to inclusive customer service. This year, she has made an especially significant impact in her new role as Customer Accessibility Coordinator, a vital and newly created position within the MVA Office of Civil Rights and Fair Practices (OCRFP).
Christal embraced the role with enthusiasm and purpose, quickly becoming an integral part of the agency’s efforts to better serve customers with accessibility needs. She has worked across Field Operations, Central Operations, and Support Services to ensure accessibility is more than a compliance requirement—it is a fundamental part of the customer experience. Her ability to build relationships and collaborate across teams has helped improve the quality, consistency, and inclusiveness of service delivery.
What makes Christal stand out is her willingness to step in wherever she is needed. She consistently rolls up her sleeves to support colleagues, regardless of the task, and her team-first attitude and proactive approach have made her a trusted and respected member of the organization.
In addition to her primary responsibilities, Christal demonstrates strong leadership as Co-Chair of the Diversity, Equity, Inclusion, and Accessibility (DEIA) Council. She plays an important role in advancing DEIA initiatives across the agency, using her creativity to develop graphics and materials for EEO and DEIA activities that communicate important messages in clear, engaging, and accessible ways.
Christal’s contributions extend well beyond her daily responsibilities. She actively participates in special projects focused on expanding language services and enhancing accessibility throughout MVA. She also serves on working groups that gather feedback directly from customers with disabilities and uses those insights to recommend meaningful accommodations and improvements. Her firsthand understanding and thoughtful recommendations have already helped strengthen how MVA serves customers with diverse needs.
Looking ahead, Christal continues to seek innovative ways to improve accessibility services and customer communication, including exploring tools such as Customer Connect. Her forward-thinking mindset and commitment to continuous improvement are helping shape the future of accessibility at MVA.
Christal’s impact has been swift and far-reaching. In a newly established role, she has brought structure, visibility, collaboration, and momentum to an area that is essential to MVA’s mission. Her leadership, creativity, and dedication to inclusive public service make her an exceptional ambassador of the agency’s values.
Christal Cooper exemplifies excellence in public service and has made a meaningful and lasting impact on MVA’s customers, employees, and the agency as a whole. Her professionalism, initiative, leadership, and unwavering commitment to accessibility make her highly deserving of Employee of the Year recognition.
Byron Bynum, a Lead Customer Service Specialist with Driver and Vehicle Services (DVS) in Minnesota, consistently demonstrates exceptional dedication to delivering outstanding customer service. His professionalism, empathy, and commitment to continuous improvement have made a significant positive impact on customers, stakeholders, and colleagues.
Through proactive communication, efficient problem-solving, and a genuine concern for customer needs, Byron has elevated the standard of service delivery. He routinely goes above and beyond to ensure every interaction leaves customers informed, supported, and valued.
Byron serves as the primary point of contact for questions regarding DVS’s Fleet program and is frequently called upon to address complex and challenging inquiries. His professionalism and patience remain consistent, even when working with difficult situations or frustrated customers. His approach has improved individual customer outcomes while strengthening DVS’s reputation as a responsive, compassionate, and reliable organization.
Byron’s contributions have positively influenced both DVS performance and workplace morale. His commitment to transparency and consistent communication helps build customer trust and satisfaction. As part of his leadership responsibilities, Byron reviews calls for a team of 15 agents, evaluates their interactions, and provides coaching and feedback to help strengthen service delivery across the team.
He also promotes strong internal collaboration, working with other units to provide seamless service to customers and stakeholders. Byron responds promptly to inquiries from partner agencies, including law enforcement, helping ensure issues are addressed accurately and efficiently.
Byron exemplifies the core values of DVS through his integrity, service excellence, accountability, and commitment to others. He is a key contributor to outreach events, including the Minnesota State Fair, National Night Out, the AAMVA Region 3 Conference, and community visits. Through these events, he shares best practices, connects with the public, and promotes a culture of service and continuous improvement.
In every interaction, Byron demonstrates active listening, patience, and respectful communication. His willingness to assist others, share his knowledge, and provide thoughtful guidance has made him a trusted resource for both colleagues and customers. Colleagues frequently recognize Byron as a role model for professionalism, patience, and dedication to the department’s mission.
Byron Bynum embodies the highest standards of customer service. His dedication has improved outcomes for Minnesota residents, strengthened internal operations, supported his colleagues, and inspired others to elevate their own performance. Through his daily commitment to excellence and his willingness to serve as a resource, mentor, and ambassador for DVS, Byron has made a lasting impact on the customers and communities the department serves.
For these reasons, Byron Bynum is highly deserving of the Outstanding Customer Service Award.
The DMV proudly nominates Ms. Ronda Alejos, a frontline team member in the Field Operations Division (FOD), for her outstanding dedication to public service and exceptional commitment to the customers she serves. Ronda assists in-person customers with obtaining driver’s licenses, identification cards, and vehicle registration services. She describes her purpose at the DMV as helping those who need her most and ensuring that every customer feels welcomed, heard, and valued.
Ronda seamlessly transitioned her skills from a 25-year career in hospitality service to the DMV, bringing with her a natural ability to connect with people, diffuse difficult situations, and navigate complex interactions. She listens attentively to customer needs, communicates with clarity and empathy, and knows how to ask the right questions to guide customers who may be uncertain about the process. She takes the time to ensure each person understands their transaction and follows up to confirm that their needs have been met.
Ronda takes great pride in contributing to the department’s commitment to public service. She recognizes the confidentiality and trust placed in her by the public and consistently delivers efficient, high-quality service. In 2025, she averaged a transaction time of just 7 minutes and 16 seconds, outperforming her division’s eight-minute goal while maintaining a high standard of customer care.
Ronda is professional, polite, and respectful in every interaction. She also extends that commitment to her colleagues by offering encouragement, assistance, and guidance consistent with the DMV’s core values. As a mentor in the “Achievement of Excellence” program, she has dedicated more than 150 hours so far this year to training and coaching new team members. She helps new employees apply procedural knowledge to real-world situations, building their confidence and preparing them to serve customers effectively.
Ronda’s people skills are especially evident during outreach efforts serving individuals who are incarcerated, disabled, or unhoused. She meets customers where they are, creating a respectful and comfortable environment that enables them to complete the identification application process. For many of these individuals, obtaining an identification card can be a critical first step toward securing housing, accessing services, and rebuilding stability.
A standout example of Ronda’s dedication occurred at the Disaster Recovery Center (DRC) in Twin Peaks, California. With less than 24 hours’ notice, Ronda volunteered to drive 35 miles to assist a community devastated by a snowstorm. She provided identification and driver’s license replacements, registration and title services, and answered questions to help residents begin the recovery process. DRC records show that Ronda personally assisted 75 of the 119 residents who sought help—a remarkable demonstration of her compassion, flexibility, and willingness to serve wherever she was needed most.
Ronda’s excellence has been recognized throughout the state. She has received the Team Member of the Month award for FOD and was honored at the Annual Medallia Superstar Celebration as the Medallia Superstar for FOD Region VII. Her impact is further reflected in the 93 superior customer compliments recorded through the Medallia platform that specifically recognize Ronda by name.
Ronda’s commitment to service extends beyond her professional responsibilities. Since 2018, she has volunteered with the Assistance League of Riverside, supporting children and young adults through clothing donations and other resources. Since 2016, she has also sponsored the Omega School in Jinja, Uganda, contributing more than $3,000, organizing fundraisers, and even purchasing a goat to support the school.
Ronda is a proud Californian who enjoys exploring her home state and has visited all nine of California’s National Parks. Whether she is serving customers at a DMV counter, mentoring a new employee, traveling to a disaster recovery center, or supporting communities through volunteer work, Ronda consistently demonstrates compassion, professionalism, and an unwavering commitment to helping others. Her exceptional service, measurable performance, and dedication to both her customers and community make her highly deserving of recognition.
