Meet the Customer Engagement Team

Emily Van Ness – Customer Engagement, Team Lead


Emily Van Ness - Audio:

Emily Van Ness is originally from Botetourt County. She currently resides in Covington, VA with her daughter. She is a Veteran of the United States Air Force- “Aim High!” Having worked for the state since 2016, Emily is excited to step into a new role and be part of the VCCS. She is most looking forward to putting her 15 years of customer service and management experience to the test!  Whenever there’s downtime, Emily loves to travel, wine and dine, and spend quality time with her family.

Whitney Blackburn


Whitney Blackburn - Audio:

Whitney is a native of Botetourt County who joined the SSC in October 2018, originally as a Help Center Agent. She came to the SSC from Western Virginia Water Authority and currently serves as the Service Operations Analyst for Customer Engagement. Along with an English degree from Hollins University, she has twelve years of analytical, CRM, customer service, and quality assurance experience.

Maty Fedor


Maty Fedor - Audio:

Maty is a native of Botetourt County. She joined the SSC in October 2021 and brings over six years of customer service to the team. She graduated from George Mason University with a degree in Public Administration. During her free time, she likes to spend time with her dogs and family.

Zach Carroll


Zach Carroll - Audio:

Zach is originally from Clifton Forge, VA. He joined the SSC in October 2021. Zach has over 8 years of customer service experience in luxury hotels.  He is excited to put that experience to the test at the SSC! In his free time, Zach enjoys hiking, traveling, and playing with his dog.

Eve Walker - Training & Instruction Specialist


Eve Walker - Audio:

Eve is originally from Ireland but has called Virginia home since 2016. She graduated from University College Cork, where she earned her bachelor's degree and graduate degree in education. She has 13 years of experience in a variety of educational settings, from middle and high schools to community college and university.  Her teaching and training background has allowed her to work with individuals and groups to achieve their personal and professional goals. Before joining the Customer Engagement Team in 2021, Eve worked at Virginia Peninsula Community College for 4 years.  It was there that she gained an appreciation for the mission of the VCCS. At the SSC, Eve aims to continue helping others develop and learn new skills. Some of her favorite things include running, traveling, and baking. On weekends, she loves getting outdoors to explore new trails with her husband and yellow Lab.

Jennifer Breeden


Jennifer Breeden - Audio:

Jennifer is a Botetourt County native. She has proudly served the Commonwealth of Virginia for the past 18 years. Seventeen of those years were with the Department of Motor Vehicles, where she developed and honed her customer service skills. Since joining in November 2018, Jennifer has been honored to call the Shared Services Center home. She looks forward to providing our VCCS customers with the best possible service. In her spare time, Jennifer loves biking with her husband, painting rocks, raising chickens, and salvaging old pieces of furniture!


Ramon Sigala - Audio:

Ramon is from Southampton County, but has resided in Blacksburg, VA since 2009. He joined the SSC in 2022 and brings over 7 years of management/customer service experience to the VCCS and is enthusiastic to start a new career with the SSC. During his free time, Ramon enjoys playing ultimate frisbee, watching foreign films, traveling, and exploring new cuisine with friends.

Rafael Lopez-Lara


Rafael Lopez, with his 7 years of customer service and retail experience, is ready for his next milestone. He joined the SSC in 2022 and looks forward to providing the best service for our SSC customers.  As an Oregon native, he enjoys nature and traveling, alongside the recently acquired hobby of mixed martial arts training. If Rafael isn't training or working, he is most likely hiking in the mountains and enjoying the views.

Michele Johnson - Content Manager


Michele Johnson - Audio:

Michele (MJ) has been at the Shared Services Center since 2018 and brings 21 years of customer engagement and performance improvement experience to support the Shared Services Center, including 18 years leading teams of call center representatives, training designers, procedure writers, and communications professionals.  The same year that Cartoon Network launched, MJ graduated from Roanoke College where she earned her Bachelor’s in English with a Concentration in Written Communications. During her free time, MJ enjoys dabbling in the yarn arts and creating gifts to keep people warm.

Jill Harbison - Customer Engagement Partner


Jill Harbison - Audio:

Jill is a native of Roanoke who also lived for 10 years in Tidewater. She is a graduate of Radford University and has over 25 years of experience in communications, public relations, brand management, and marketing.  She is certified in Camtasia, LaMarsh Global Change methodology, and enjoys applying these skills in support of the SSC and our customers. Jill joined the SSC in January 2018.  Her passions include her family, pets, good friends, hiking, and biking.

Kara Stewart - Web Designer


Kara Stewart - Audio:

Kara is a Roanoke native with extensive experience in web design, marketing, and graphic design. She came to the SSC in May 2018 after running her own marketing company. She has also previously worked for several local businesses as Marketing Director. Kara is a photographer in her spare time and enjoys spending time outdoors with her two dogs, Jasmine and Bear.

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