Spotlight Awards

Honoring frontline reps who provide exceptional service


Spotlight award winner

Ashley Fitzsimmons
Fitzsimmons Insurance Agency

Ashley Fitzsimmons shares three keys for success as a customer service representative. First, is the ability to adapt to a changing business environment and to ever increasing customer communication channels. Second is the ability to push through the unpleasant tasks to get important things done when they must be done. And third is the ability to maintain a positive attitude about the work and the clients that you serve.

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Spotlight award winner

Virna Waldron
American Airlines

Many of us go through the day without giving much thought to how we affect the people around us. But often, we have the opportunity to make a real impact on other people’s lives. It could be something as simple as making it easier to pay a bill, update an account, or fix a software problem. Or it could be as big as helping students learn English as a second language. So when Virna Waldron, a customer service team member at American Airlines, got an unusual request she dove right in, assembled a team, and sent much needed earbuds to an ESL class in Dallas.

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Spotlight award winner

Barbara Frye
Constant Contact

Constant Contact conducts more than half a dozen different surveys designed to identify customers who may be unsatisfied or who may have valuable feedback to share. It’s Barbara Frye’s job to analyze survey responses, contact customers, and resolve problems. Her personal attention and follow up are paying off in increased Net Promoter Scores. And customers are especially complimentary about the process. They note that their contacts with Barbara were unexpected, positive and very helpful. As one customer says, “I was very impressed with the way Barbara answered my questions and concerns. Knowing that the company cares about my relationship with it means a lot.”

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Spotlight award winner

Brenda Peralta
Crystal D

At Crystal D, everyone on staff is called a Memory Maker. The name reflects the company’s goal of creating positive memories for the customers and coworkers. Customer Service Rep Brenda Peralta exemplifies the Memory Maker goal and was recognized by her industry association as customer service rep of the year for 2018. Her number one tip for frontline reps is: “Smile when you’re helping customers. Even if it’s over the phone, people can tell when you’re smiling. If you smile, your customers will immediately trust you and trust that you’re going to be able to help them.”

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Spotlight award winner

Katie Suitter
Delta Airlines

When a young traveler and his family needed to get to a hospital for medical testing, Suitter not only made the reservations, she also sent her smallest customer a gift pack to make the flight and hospital stay a little easier. Taking the time to build rapport and following up in this thoughtful manner won Delta a devoted family of customers.

 

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Spotlight award winner

Stacey Fontaine and Nancy Leary
Eversource

When Fontaine and Leary began their careers in customer service at energy company Eversource, they knew an important part of the job would be assisting customers experiencing difficult circumstances. With several devastating nor’easters in 2018 they put their skills to the test. The reward comes, they say, in being able to provide information that helps put someone at ease.

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Spotlight award winner

Mardell Cook
Motus, LLC

Cook has been involved in many special projects during her 10 years with Motus. One of the most challenging was creation of a video which focuses on the broad goals of the member services team and on practical details such as how reps use their tone of voice and pace to enhance each customer interaction. The video is used as a training tool for new employees in member services, sales, and other departments.

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Spotlight Award Winner

Dawn Grimes
Fulfillment Plus

For Dawn Grimes, no job is too big or too small when it comes to serving her customers. That attitude even applies to rolling up her sleeves and helping out in the warehouse when a customer is depending on her. It’s an attitude that makes her a role model for all of the company’s service staff.

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Spotlight Award Winner

Heather Cruit
BioSolutia

Stepping outside of the box helps Heather Cruit help customers. When a difficult issue came up regarding the cost and insurance coverage for a customer’s medication, Cruit decided that a three-way call was needed. Bringing together the patient (her customer) and the doctor helped ensure that the customer was completely satisfied.

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