Rep Spotlight

Honoring frontline reps who provide exceptional service


Featured Frontline Rep

JoBenita Davison  Navy Federal Credit Union Working in the fraud department, JoBenita Davison often has to deal with customers who are none to happy. She deals with those challenges by keeping a positive attitude throughout. “You have to understand the stress the member is under and just put yourself in their shoes.”Continue reading

 

Featured Frontline Rep

Suzanne Radford  Assurant Specialty If she doesn’t know the answer to a customer question, Radford is not shy about admitting it. The important thing, she says, is to acknowledge that you don’t have an answer and to assure the customer that you’ll get an answer, “whatever it takes.”Continue reading

 

Featured Frontline Rep

Steve Kovac  Carnegie Science Center For Steve Kovac, problem solving is at the heart of the service job. So he takes a team approach to the tough problems. By working on solutions together, Kovac finds that problems can be, “the greatest opportunities we have to talk things out and to learn more.”Continue reading

 

Featured Frontline Rep

Kim Sanders  Americo Manufacturing “Internal customers are just as important as your outside customers,” says Sanders. It can be easy to focus on external customers, but sharing your best self and your service skills with internal customers will build the kind of teamwork that supports external customers as well.Continue reading

 

Featured Frontline Rep

Alicia Ross  City of Durham, NC If you think you get difficult calls, meet Alicia Ross. She handles 911 calls for the city of Durham, NC. Despite what you might think, her job is similar to that of other customer service reps. She says that active listening, remaining calm and level-headed, and reassuring the caller…Continue reading

 

Featured Frontline Rep

Audria Perkins Association for Child Development One of the things that Perkins likes most about her job is that she can inject a little bit of herself and her personality into each customer conversation. That personal touch helps build rapport with customers and makes work feel a little bit “less like work,” she says.Continue reading

 

Featured Frontline Rep

Rachel Dillon ACT Technology Services Dillon is always improving her skills, but admits that she does jump ahead to solutions sometimes. To counter that, she’s working on “trying not to be so trigger happy,” she says. “I want the customer to finish telling me about what they see going on. Because even though it may…Continue reading

 

Featured Frontline Rep

Evan Parana UPMC Health Plan The goal of UPMC Health Plan’s is to resolve every issue or problem in one call. “If you call us once with a specific issue, that should be the only time you have to call us,” Evan Parana says. “Now that might mean we have to call 10 other people…Continue reading

 

Featured Frontline Rep

Kelly Moran BuildASign.com For Kelly Moran, follow-up is an important part of the service job. “If I set a deadline, I always make sure I get back on or before that time,” she says. “And I always offer customers my contact information, as well. So even if I say I will get back to them…Continue reading

 

Featured Frontline Rep

Kate Frazier Ball Seed Company “We’re dealing with live plants, so things can and do go wrong,” says Kate Frazier. And when they do, the result can be the loss of thousands of dollars worth of young plants. Excellent service recovery skills and a strong, supportive team can help in these situations, “We have a…Continue reading