situation,” said Susan Kellam, associate director of constituent services at US Lacrosse. “Following up, confi rming, and following through on whatever it is that they need has to be done. You can’t just move to the next call. You have to physically commit to what you promise them and then deliver on that.” Kellam has extensive experience in customer relations, including tenures at ADP, Medifast and Zurich. She likes what she sees in her team. At its busiest, the call center receives more than 10,000 calls per month. “The most important thing is to fi nd an answer, even if you don’t have one personally,” Diferdinando said. “Try to lead the caller elsewhere to get the questions answered.”
And answers usually lead to happy callers. Or more. “One lady said I’d make a great husband,” said Demany Leggett, a constituent services associate. “That was a little weird, but it feels good to help people.” Budding romances aside, the constituent services staff represents US Lacrosse to thousands of its members. Responsive, courteous dialogue and effective service have been its hallmarks. As USL prepares to launch an upgrade to its online membership management system later this summer, the group stands ready to assist members with questions. “My favorite part of the job is fi xing problems,” Gray said. That’s news members can use, in any language. LM
Jamie Hunt New Hires Join USL A homecoming has highlighted several new
additions to the US Lacrosse staff. Jamie Hunt, a former editor of Lacrosse
Magazine (1990-93) and director of communications for the Lacrosse Foundation, a predecessor of US Lacrosse, has returned to the sport’s national governing body as its director of annual giving. Hunt has considerable experience in development, including most recently at Dartmouth College. “We were delighted to add Jamie’s considerable talents,” said Susie Chase, managing director of the US Lacrosse Foundation, the philanthropic arm of USL. (There was a familiar fl avor atop the high
school boys’ lacrosse rankings in Lacrosse Magazine 20 years ago, as well. Sachem went 21-1 and won Long Island and New
US Lacrosse boasts more than 415,000 members nationwide. “The 400K Club” is a Lacrosse Magazine series telling the stories of the donors, staff and volunteers that continue to make it happen.
30
Hunt's return brings to four the number of former Lacrosse Magazine editors on the US Lacrosse staff
York Class A championships to fi nish No. 1, unseating 1992’s top-ranked Ward Melville. See page 30 for this year’s high school wrap.) Hunt’s return brings to four the number
of former Lacrosse Magazine editors on the US Lacrosse staff: CEO Steve Stenersen, director of communications Brian Logue, and associate director of marketing and public relations Paul Krome. Wendell Lee starts Aug. 13 as director
of programs. Lee has been involved in youth and high school lacrosse from coast to coast since his collegiate playing days ended, and he is certifi ed in Level 1 of the US Lacrosse Coaching Education Program. Rob Lord, a four-year starter at Union and
a former development offi cer for a lacrosse program in England, is the northeast regional manager. He’s based in Westborough, Mass., and will work with chapters in the area to develop local initiatives and implement US Lacrosse programs and services. Sean Burns has joined the Lacrosse
Magazine team as the online manager of
LaxMagazine.com. Burns had a similar position at Inside Lacrosse before most recently serving the Johns Hopkins University School of Education as its website specialist. Nicole Turner, a former assistant in the
offi ce of the comptroller of Maryland, has joined the constituent services staff, as has Demany Leggett, a customer service veteran of the retail, restaurant, wireless phone and real estate industries.
— P .K.
U.S. Men’s National Team
tryouts begin at Goucher College in Baltimore. Forty players will advance, 23 of which will ultimately defend the gold medal at the 2014 FIL World Championships in Denver, Colo. Coverage at
LaxMagazine.com.
31
Deadline for schools or community based organizations to apply for a US Lacrosse Physical Education or Soft
Lacrosse Grant, which includes soft lacrosse equipment and the PE curriculum. For info, visit
uslacrosse.org/pegrant or see page 28 of this issue of Lacrosse Magazine.
©MATT DASILVA
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