At KBS, exceptional customer service isn’t just a goal, it’s the cornerstone of how we manage our properties and retain tenants. To maximize the value of our nationwide portfolio, KBS handpicks the best property management team in each market. Hiring the best-of-the-best ensures residents and tenants are provided superior service and amenities in those markets.
Our Service Champion awards celebrate property team members who not only adhere to KBS standards for excellent service but consistently embody the qualities that our tenants value most: genuine positivity, unwavering professionalism, and a deep commitment to serving our tenants.
Read on to learn what makes this year’s recipients worthy of being named a KBS Service Champion:
Huong Dao exemplifies what it means to be an outstanding senior property accountant. For more than 19 years, she’s expertly managed accounting for Tollway North Office Park, providing unwavering support and accuracy for KBS. Her meticulous attention to detail and consistent reliability make her a crucial part of the team. Huong’s deep knowledge and expertise simplify complex tasks, strengthen collaboration, and ensure KBS’ commitment to the highest standards of financial management across the portfolio.
Since joining the team in July 2024, Darrell has proven himself to be an exceptional asset to the building, tackling long-standing building challenges with skill and determination. His initiatives include: installing a new expansion joint to prevent water infiltration; resolving persistent building management system shutdowns; ensuring the building’s mechanical and electrical equipment is running properly; improving remote system access; enhancing security; and repairing leaks. By implementing best practices and securing cost-saving service contracts, Darrell has elevated operational efficiency and set a new benchmark for engineering excellence.
Carmen has become a true ambassador for the building, admired by tenants and colleagues alike. Her intelligence, positivity, and dedication shine through in everything she does, from elevating the tenant experience to fostering team unity and maintaining the highest property standards. Balancing her duties with those of an administrative assistant, she manages every task with skill and grace. Carmen’s polished communication style and ability to get things done make her an indispensable team member.
Travis Fruit is the kind of engineer every property manager hopes to have. His make-it-happen attitude, strong work ethic, and eagerness to learn has set him apart as an outstanding professional. During staffing transitions, he seamlessly managed multiple responsibilities, ensuring smooth operations and exceptional tenant service. His reliability and pride in his work make certain that the property consistently receives the Kingsley Excellence award for tenant satisfaction, going above and beyond to guarantee that tenants are satisfied with their experience. A true leader and problem solver, Travis exemplifies the professionalism and dedication that define KBS excellence.
For seven years, Holly has been an essential part of Providence Towers, providing outstanding support to the team, tenants and residents. As the first voice people hear on the phone and the first face visitors see, she creates a warm, professional, and welcoming environment that sets the tone for the property. Her dedication, reliability, and positive attitude make her indispensable to daily operations. Holly’s contributions are deeply valued, and we’re truly fortunate to have her on the team.
Tyler consistently goes above and beyond, whether assisting tenants with repairs, reducing energy costs, or supporting construction projects, the team knows that they can rely on him. During emergencies, he responds quickly and safely resolves issues. Managing over 522,000 square feet, Tyler takes full ownership to ensure smooth operations and tenant satisfaction. When an HVAC unit failed, his quick thinking restored service almost immediately. Tenants value his professionalism, positive attitude, and fast response. All are qualities that make him an exceptional team player.
Ralph is cherished by both tenants and staff for his warmth, positivity, and proactive attitude. As the friendly face who greets occupants each day, he creates genuine connections.
Tenants often stop to chat and call him by name. His strong communication and initiative help identify and resolve issues before they escalate, ensuring smooth operations. Whenever he’s out sick, tenant concern speaks volumes about his impact. Ralph’s kindness and dedication make him an invaluable part of the property team.
Thien Nguyen is known for his outstanding dedication and teamwork. With over 15 years working on KBS assets, Thien consistently takes ownership, while readily assisting with other properties across the portfolio. His dedication and expertise ensure smooth operations and timely tenant support, all delivered with a positive, uplifting attitude. From managing capital projects, especially the new Dulles Station East amenity center, to responding swiftly in emergencies, Thien’s reliability and commitment make him an invaluable member of the KBS team.
Paul Pearson’s exceptional dedication and service are integral to the property’s success. For more than eight years, Paul has gone above and beyond to support KBS properties and tenants with professionalism and care. Tenants frequently praise his reliability, positive attitude, and willingness to help, regardless of the conditions—even during severe weather. His deep knowledge of building operations and approachable nature foster strong tenant relationships. Paul’s commitment and teamwork make him invaluable to the team.
Hailey Polk demonstrates an exceptional talent for creating memorable tenant experiences. Her dedication to fostering positivity and engagement was key to the property’s impressive 4.8 overall management satisfaction score, a rating which earned 60 South Sixth the 2024 Kingsley Excellence award for tenant satisfaction, going above and beyond to guarantee that tenants are satisfied with their experience. With over 100 activations in 2025 alone, Hailey continually elevates the tenant experience and strengthens community connections. Her creativity and commitment set the standard for excellence in the Minneapolis market and embody best-in-class property management.
Forever balancing multiple projects with poise and eff iciency, Lanie brings know-how and teamwork to everything she does as assistant property manager. Known for her thoughtful communication and genuine capacity for caring, Lanie fosters strong tenant relationships and inspires collaboration even under pressure. A passionate sustainability advocate, she was integral in bringing the Skyline Garden project in-house, saving $55,000 annually by helping to organize tenant planting, and hosting weekly harvests for over 30 tenants. Her dedication and leadership make her a truly deserving Service Champion award recipient.
Donna consistently exceeds expectations through her professionalism, expertise, and exceptional communication. Her reliability ensures the asset’s operations are in line with KBS’ high standards for building management. Beyond her own role, Donna generously supports other property managers across the portfolio and shares her extensive building accounting knowledge. Her dedication makes her an invaluable contributor to both UBS Tower and KBS.
