Rep Spotlight

Honoring frontline reps who provide exceptional service


Featured Frontline Rep

Ana Agud
Virginia Tech University

Ana Agund, always keeps her organization’s service motto in mind — In Latin it is “Ut prosim,” which means “That I may serve.” With this motto in mind, positive interactions are sure to follow. And as Agund says, “It really is a good feeling to know that you are doing something productive and that you can have a positive impact on people.”

Learn more about the award

Featured Frontline Rep

Angela Twohig
The Chronicle-Herald

The first rule of customer service, says Angela Twohig, is effective listening. That involves, “the ability to hear what people are actually saying, and what they are perhaps not saying, so that you are better able to reach a conclusion that will be reasonable for both the customer and the company … even if it is to find a polite way of saying ‘no,’” Twohig says.

Learn more about the award

Featured Frontline Rep

Teresa Sheppard
St. John Insurance

Helping people makes the service job worthwhile for Teresa Sheppard. She recently had clients who lost everything they owned, including their home, to a devastating fire. Sheppard went out personally to view the damage and offer moral support. “Sometimes people just need to feel that you are there for them, that you hear them ….” she says.

Learn more about the award

Featured Frontline Rep

Dorris Mitchell
Defense Military Pay Office

When a customer is in trouble, Mitchell is there with technical and emotional support. In one case, a soldier was in the process of having her father named as her dependent. During the process, the father passed away. While her work was done, Mitchell kept in touch. “I just knew how hard it would be for her,” Mitchell says.

Learn more about the award

Featured Frontline Rep

Melissa Corra
Web.com

Corra doesn’t let the fact that she is communicating mostly through live chat get in the way of building rapport with customers. There is always a cheery tone to her words and her openings and closings are always personalized so that the customer knows there is a caring person at the other end of the keyboard.

Learn more about the award

Featured Frontline Rep

Karen Boyle
Purple Language Services

Boyle says she deals with the pressures of the job by mentally breaking away when she gets a chance. “I may take a walk or talk to somebody in the office for a bit, just to get my mind someplace else,” she says. And to others, she advises, “Be patient, and take advantage of the incredible support that you have around you.”

Learn more about the award

Featured Frontline Rep

Karen Austin
SPX Hydraulic Technologies

When asked what advice she would offer to someone just starting in customer service, Austin says, “Put the customer first. And always treat the customer like they are the most important thing at that moment, because as far as they are concerned, they are. They need your undivided attention.”

Learn more about the award

Featured Frontline Rep

Mike Bridges
Circus, Circus Hotel and Casino

Working in Vegas isn’t all bright lights and glamour, the hard work of earning repeat customers is the key to success. For Bridges this message is part of his regular training sessions with new hires. After all he says, “the guest is our most important job, and if we don’t take care of them they will not return.”

Learn more about the award

Featured Frontline Rep

Megan Tracey 
Philadelphia Insurance Companies

Sharing and collaboration are key to Tracey’s success. For example, says her supervisor, “If she does not know the answer to a customer or an agent question, she will find the answer, inform the customer or agent, and then educate the staff so that if they are faced with a similar situation they are armed with the knowledge and resources to respond appropriately.”

Learn more about the award

Featured Frontline Rep

Brandi Head
Clayton County Water Authority

In this hectic call center, Head and the rest of the staff work to keep pressure under control. All it takes is good jokes, some laughter, and taking time out to make each other breakfast in the morning — that upbeat and positive feeling lasts all day long.

Learn more about the award