2 Sciences Staff Members Named 2025 University Award for Excellence Winners

Eleanor Baker’s unwavering dedication to ensuring a welcoming, supportive and resource-rich environment for NC State Extension employees has profoundly impacted Extension. Her work innovating Extension’s onboarding process and mentoring colleagues goes far beyond her job description. Through her thoughtful initiatives, she has significantly enhanced the experience of new and existing employees, fostering a culture of care, professionalism and excellence.

Eleanor has played a crucial role in redesigning and improving the Extension onboarding program and facilitating a mentoring program. Recognizing the challenges faced by new employees as they transition into their roles, she has proactively developed and implemented key strategies to ensure they feel supported and equipped to succeed.

Beyond structured programs, Eleanor’s genuine care and attentiveness make her stand out as a true model of customer service. Whether interacting with front-line staff, administrators or new employees, she consistently goes above and beyond to provide personalized support.

Eleanor is a true customer service champion, embodying the values of excellence, care and professionalism in every aspect of her work. She is a recognized expert in employee support and onboarding and a progressive leader who continuously seeks ways to improve the employee experience. Her tireless dedication to ensuring Extension employees feel valued, connected and supported is extraordinary.

As the assistant director of NC State’s Waste Reduction and Recycling program, Adam Bensley is a passionate advocate for sustainability.

Adam is dedicated to using innovation to drive change and deliver exceptional service. Every day, he focuses on implementing the most effective waste diversion programs and educating students, staff and faculty about their environmental impact. 

Under Adam’s leadership, the Waste Reduction and Recycling program has achieved significant milestones, setting new standards for waste diversion at NC State.  

Through his leadership, the university has achieved a 55% landfill diversion rate,  reducing costs by approximately $95,000 in fiscal year 2024 and reducing the university’s environmental impact.  

During student move-out, Adam’s waste diversion program collected 25,260 pounds of reusable goods for TROSA, 1,317 pounds of food for Feed the Pack Food pantry and 2,091 pounds of mattress toppers for recycling, significantly reducing landfill waste. 

Football season presents a challenge due to the amount of waste generated on game days. With the help of 280 volunteers annually, the Waste Reduction and Recycling Program team successfully diverted over 94,850 pounds of tailgate and stadium waste from the landfill, ensuring materials were properly sorted into recycling and compost bins.  

Adam and his team continuously elevate NC State’s waste management programs from standard to exceptional. By involving students, staff and faculty in innovative, impactful programs, they’ve set a benchmark for other universities to follow.

As the state climatologist of North Carolina and the director of the North Carolina State Climate Office, Kathie Dello has demonstrated an unselfish devotion to duty far beyond the normal requirements of her position. Kathie’s contributions to the state have been exemplary.  

Under her leadership, the State Climate Office has enhanced its ability to provide critical climate data, research and outreach to stakeholders across North Carolina. She has prioritized making climate information accessible and actionable, ensuring that communities, farmers, emergency responders and policymakers have the necessary tools to navigate and adapt to changing climate conditions. 

One example is her contributions to North Carolina’s Heat Action Plan Toolkit, which provides resources for local government staff and community partners to help residents adapt to extreme heat. 

Another example is her leadership in response to Hurricane Helene’s impact on Western North Carolina. Her efforts in the response to Hurricane Helene provided crucial climate data and guidance that supported emergency management operations and helped mitigate the storm’s impact on affected communities. Moreover, Kathie’s review of the accuracy of predicted rainfall has highlighted the need for better communication plans that may help avoid casualties in future storm events. She is a member of an interdisciplinary research team actively seeking funding to fulfill this need.  

Kathie’s impact on North Carolina is immeasurable. Her tireless efforts in climate service, public outreach and scientific communication embody the highest standards of state government service.

Hunter Edwards is a dedicated and caring professional whose commitment to excellence has touched the lives of countless students, faculty and staff within the  College of Education and beyond.  

As the library technician for the college’s library, the Media and Education Technology Center, Hunter tirelessly trains student workers, catalogs equipment and books and troubleshoots technology. 

One major initiative that Hunter led involved removing outdated materials and planning a phased rearrangement that prioritized patron needs. Though the project involved moving thousands of books, it was completed ahead of schedule with minimal disruption to students and faculty. 

Within the UNC System Curriculum Materials Center group, Hunter led a project to enhance the textbook acquisition process, benefiting libraries and educator preparation programs at universities across the state.

In late 2022, Hunter and College of Education colleagues and students were displaced from Poe Hall. Despite those circumstances, Hunter focused on how to continue serving the college. Working with colleagues, Hunter quickly adapted operations, efficiently organizing books and technology and developing an interim tracking system to ensure timely access to materials while a permanent solution was developed.

Hunter’s compassion for others and devotion to hard work shine through everything Hunter does, from heartfelt hellos to massive moving projects. Hunter consistently exceeds expectations to meet the needs of patrons and add value to the patrons’ experience.

Deidre Hartley advocates and volunteers for causes near and dear to her heart. Deidre brings those experiences back with her to the office, sharing insights in such hopeful ways that they broaden the understanding of others.  

She is an active member of PFLAG, a national organization that advocates for and supports LGBTQ+ people and those who love them. Through bi-monthly meetings and social engagements, she brings love, understanding and personal commitment to members and families of the LGBTQ+ community. She is a fierce warrior who isn’t afraid to stand up to bullies or outside negative influences. She has provided her home as a safe space for young people rejected by their own families.  

As a member of Free Mom Hugs, she attends Pride events and finds herself surrounded by those in need of her caring embrace and unconditional love. At those events, she provides a buffer, along with other moms (and dads), to diminish in whatever way they can the hateful rhetoric spewing from nearby protestors. Her public service is selfless and can also be dangerous at times, as she doesn’t hesitate to put herself between Pride marchers and protestors. 

Deidre serves independently as a staff liaison for a student group on campus, T Files. This group provides a space for transgender, nonbinary, gender non-conforming and gender-questioning students. Deidre is there to provide any support that her students may need. She is the momma bear who won’t hesitate to step up or stand up for her community.

If you step outside a building at NC State, chances are Rick Hilburn has had an impact on what you see. Known across campus as someone who gets things done right, Rick is driven by the university’s Think and Do motto.

Working with Rick on a project is inspiring and educational. Whether it’s construction, stormwater management, planting trees, repairing concrete, supporting beaver habitat or creating green roofs, Rick’s expertise ensures exceptional service.

As assistant director of Landscape Construction Services, Rick is the go-to resource for all outdoor projects. He collaborates with campus partners to implement projects sustainably and cost-effectively, often repurposing materials.

Rick and his team support Professor Barbara Doll and her biological and agricultural engineering students on campus projects.

Rick played an integral role in a $2 billion capital campaign.

He led the efforts to complete the NC State Veterans Memorial Garden, which was dedicated in November 2024 to honor fallen service members of NC State. Rick was a driving force in ensuring a high-quality project that represents the garden’s intent and NC State University.

Rick’s dedication, expertise and commitment to exceptional service make him an invaluable asset to NC State, truly deserving of an Award for Excellence.

Holly Jordan, the NC State Extension director for Buncombe County, is an exemplary leader for NC State Cooperative Extension. Her leadership skills were exemplified when an unprecedented coordination of relief efforts was needed after Hurricane Helene in Buncombe County.

Buncombe County endured vast damage to residential, urban and agricultural areas due to Helene. Holly led the Buncombe County Extension Center so local agents could focus on providing aid and relief to those in the agricultural community.  

With help from neighboring county Extension offices, statewide personnel and federal officials, Holly aided Buncombe Extension agents with coordinating supply drops. Over two weeks, agents delivered cleaning supplies, generators and other essential items. The Buncombe Extension Center and the WNC Agricultural Center distributed over $55,000 of clothing and outerwear donations to those affected in the agricultural community. An Angel Tree program coordinated by the Buncombe 4-H agent assisted in getting 60 families $41,000 in items donated.

Holly led an effort to coordinate supplies for the farming community. Regional extension agents and outside partners help conduct hay and livestock feed distribution. Helicopters and trucks delivered over 10,000 bales of hay. In addition, the agriculture agents distributed 24 pallets or 60,000 pounds of cover crop seeds to address soil erosion concerns and begin the process of soil restoration.  

Under Holly’s leadership, everyone in Buncombe County Cooperative Extension was enabled to best assist their fellow citizens in their time of need.

No one demonstrates customer service better than LaShawn McLamb.

When guests enter Case Dining Hall, LaShawn flashes a warm smile and says, ‘‘Welcome to Case Dining Hall.’’ She also learns students’ names and asks how they are doing. Students often express how much she impacts their lives, and they return to Case after graduation to provide life updates.

LaShawn does an incredible job maintaining the safety of students with food allergies. A student who has Celiac disease sent NC State Dining an email praising LaShawn. LaShawn has provided the student with guidance to ensure he can find safe food options. 

LaShawn is an incredible leader for her staff. She spends time with each member of her team to teach work and life skills. She also teaches her team how to show concern and care for people. LaShawn’s team has seen her illustrate what she practices countless times. Last year, when a student had heat exhaustion, couldn’t breathe and panicked, LaShawn took the student to her office, held the student’s hand and worked to calm her down until EMS arrived.

LaShawn makes NC State a special place for students. NC State Dining is fortunate to have someone who builds community daily.

In late 2023, the FAFSA Simplification Act caused the broadest revision to the formula, processes and systems used to administer federal financial aid. To offer financial aid to fall 2024 incoming students, NC State and universities nationwide had to rework their financial aid systems. The legislation put financial aid departments in an impossible situation, with the possibility that they would not be able to offer student aid in time for new students to make an informed decision about attending college. This singular issue had the potential to derail enrollment projections at NC State for the fall 2024 semester.

NC State’s Office of Scholarships and Financial Aid faced an immense challenge. Jamie Pendergrass took on the challenge, and over the first six months of 2024, he worked long, stressful hours. As a result of Jamie’s work, NC State was one of the first universities to offer aid to incoming fall 2024 students, the largest incoming class in university history. NC State disbursed financial aid for all students on time in August 2024. 

It’s difficult to quantify the job Jamie did under truly unfair conditions. It wouldn’t be wrong to say that for the first six months of 2024, Jamie was critically important to fulfilling the university’s mission. He went far beyond what is normally expected of him and is worthy of an Award for Excellence.

As the plumbing supervisor for the housing facilities team, Jesse Proctor plays a pivotal role in ensuring plumbing systems across NC State’s residence halls remain in exceptional working condition. 

Jesse became the plumbing supervisor just over a year ago. At that time, his team faced significant challenges: They were down one plumber when another plumber transitioned to a different role. Jesse was left with one other plumber to manage the plumbing needs of more than 60 buildings. Despite those staffing constraints, Jesse and his team maintained plumbing systems across campus while simultaneously tackling key projects.  

One of the most notable projects Jesse led during that time was the plumbing work in a renovation of Becton Hall. What was once a staff apartment is now three student rooms, including an ADA suite that accommodates a student with disabilities and a personal care assistant. Additionally, Jesse’s team played a critical role in the plumbing work for a complete renovation of the art studio in Turlington Hall.

More recently, Jesse demonstrated exceptional leadership when the hot water systems in Bragaw Hall malfunctioned. With a winter storm approaching, Jesse and his team worked late to restore temporary hot water. Over a weekend, Jesse returned to the residence hall multiple times to collaborate with a vendor, diagnosing the issue and coordinating repairs..  

For his relentless dedication, exceptional work ethic and leadership, Jesse is highly deserving of an Award for Excellence.

Taylor Reynolds deserves recognition for her dedication, initiative and innovation in tackling the complex UNC System Optional Retirement Program reconciliation project. This project involved tracking down and determining the vesting status of over 1,400 past employees, many of whom had left NC State as far back as the 1980s and 1990s. Taylor’s efforts directly resulted in recovering over $8.2 million in forfeiture funds, which NC State reinvested into benefits cost mitigation. 

Taylor exemplified exceptional customer service throughout the project. She handled hundreds of inquiries from former employees with empathy, professionalism and patience — often in difficult situations because individuals faced the loss of funds they had assumed were secure.  

When NC State received the list of over 1,400 former employees whose retirement accounts still contained employer contributions, Taylor recognized the project would need a structured and strategic approach. She developed a tracking system to monitor the status of each former employee. Taylor also dug through microfiche archives and old personnel files to verify employment histories and confirm whether individuals had met the five-year vesting threshold. Taylor sent more than 2,700 letters to impacted individuals and fielded an overwhelming volume of phone calls and emails.  

Taylor also identified a critical gap in NC State’s retirement administration process. She recognized that a proactive approach was needed to prevent these issues from occurring in the future and developed a new outreach process.  

The impact of Taylor’s work is undeniable. NC State saw an increase in forfeiture funds recovered, with the amount rising from $4.9 million in 2022 to $9.5  million in 2023. Of that amount, over $8.2 million was directly linked to the ORP reconciliation project that Taylor spearheaded.

Over the past three years, Doug Rowe has transformed the Poole College of Management’s HR department, redefining its role and improving its perception among employees.

When Doug arrived, employees were referring to HR as the “black hole” — a reflection of their frustration with HR. Doug stepped into this challenging environment with an unparalleled commitment to customer service. He understood that HR is more than policies and paperwork — it’s about people. His proactive approach, positive energy and deep understanding of the college’s mission have reshaped the HR function.  

Doug ensures that every employee interaction is positive, productive and solution-oriented. He breaks down complex policies into easy-to-understand language that empowers employees and fosters trust in HR. He listens intently to concerns, acknowledges individual perspectives and crafts thoughtful, tailored solutions.

One of the most striking examples of Doug’s dedication occurred during annual enrollment. An employee suffered the tragic loss of their spouse, leaving the employee overwhelmed with grief. At a time when navigating benefits was likely the last thing on their mind, Doug stepped in with compassion and patience. He guided the employee through the annual enrollment process. 

Doug has cultivated a culture of service within the HR  department. His leadership has inspired his colleagues, fostering a renewed commitment to excellence. He has rebuilt relationships, restored confidence and turned what was once thought of as the “black hole” into a guiding force for the college’s employees. 

For those reasons, Doug is an outstanding candidate for the Awards for Excellence in customer service. His contributions have profoundly impacted the Poole College community, making him truly deserving of this recognition.