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Nationwide employees honored for outstanding service

Mark Gibson, Cheryl Travis and Brian Himes didn’t set out last year to win awards; they were just dedicated to helping their customers. But their efforts and leadership over the last 18 months helped ensure Nationwide customers remained protected, even during a once-in-a-generation global pandemic.  

Gibson, Travis and Himes are among 20 Nationwide employees who earned this month the highest recognition for Nationwide employees: a CEO Award. Given in five categories: Innovation, Customer Service, Engagement, Continuous Improvement and Sales, the CEO Awards recognize accomplishments that go far above and beyond expectations.  

“This dedicated group of employees represent some of the best achievements across Nationwide in support of our mission to protect people, business and futures with extraordinary care,” Nationwide CEO Kirt Walker said. “Their level of accomplishment is truly exemplary.”

More than 120 employees were nominated for the awards and the final 20 were chosen by Walker and his executive leadership team.  

Gibson, associate vice president of personal computing at Nationwide, is one of the 20 recognized this year thanks to early foresight at the start of the pandemic. Early in 2020, he noticed disruptions in global supply chains and immediately thought of the implications for the 35,000 laptops that Nationwide employees use every day. Gibson and his team moved quickly and began ordering new laptops before the novel coronavirus was known to be in the United States. As a result, Nationwide employees had the equipment and technology necessary to continue serving customers, even as supplies in the technology market evaporated due to increased demand and microprocessor chip shortages. 

The challenges of the pandemic meant continuous improvement was on everyone’s mind, and Travis, a senior financial services technical lead, was no exception. She noticed that as government offices closed, Nationwide customers’ loved ones were having difficulty obtaining the documentation they needed for life insurance policy claims. Travis initiated and gained approval for new claims procedures that accelerated payment and receipt of benefits at a time when extraordinary care mattered the most.  

Himes, a business consultant, was also focused on the customer when he designed and delivered conversational text capability for property and casualty claims. Thanks to his initiative, questions from anyone involved with a claim can be texted to CLAIMS (252467), and Nationwide claims handling teams can immediately respond. Nationwide found that nearly 70 percent of its members prefer text messaging when they have the choice.  

“Our award winners are not just great employees, they are great people who care for their colleagues, their customers and their communities,” Walker said. “We are honored to recognize our 2021 CEO Award winners.” 

To learn more about a career at Nationwide and available positions, visit the Nationwide careers page

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