Dear Ms. Nelson: This is a letter with the utmost thanks and praise for Katie Potter of Zenith Administrators. I was laid off from the Lexington Herald-Leader, a McClatchy newspaper, almost 18 months ago. In that time, while I have had COBRA health insurance, I have had to call Katie I-don't-know-how-many times seeking help with my questions and outright confusion and worry. Katie really knows her stuff. She has been unfailingly helpful and able to resolve my problem in every instance. More than anything else, Katie inspired my confidence with her concern and good cheer. I never dreamed that I would be thrown into unemployment near age 60. You can imagine the obstacles and anxiety this has created for me. Fortunately, I could call Katie, who would: 1) find the answer I needed; and 2) make me feel more calm than I had been when I placed the call. It is rare to call someone, and at such a great distance, who can always respond with competence and optimism. I have to say, in candor, that many representatives of health insurance corporations could learn a lot from Katie about professionalism and courtesy toward their customers. I'm sorry my COBRA expires at the end of this month because I won't have Katie to call for help any more. I'm happy to say, however, that I am now doing business with a financial services officer at a bank that sells health insurance, and she has become a Godsend, just as Katie has been. I imagine you already know what an impressive employee you have in Katie. She is top-notch in every way and is an inestimable asset to your company. I have expressed my thanks to her over the phone, and I want you to know about her superlative work as she helped me over the last 18 months. I am grateful. Yours most sincerely, Art Jester Lexington, KY | 
