Blackhawk Network, Pleasanton, CA, United States: Claudia Stewart

Written answers to the questions

Total 193 words used.

Throughout her first year with Blackhawk Claudia was able to reach many milestones. 

She has an average AHT of 4.04.

She obtained an average of 95% and above when it comes to her QA scores.

She has been cross trained in multiple LOBs within a year. After her initial training she quickly took on more Client/ Roles.

Claudia has always had the ability to reach out and have a great connection with her customers/ They have left many testimonials regarding her customer service skills such as:

- Customer said "She was phenomenal" I've worked in customer service; people will wait and complain, and Claudia was phenomenal. She is an asset to the company. I've called 3 times and I'm now assured ill receive my card. She made me feel like I was family I'm so thankful.

- Customer said Claudia was fantastic to deal with and we should truly value her as an employee, she said Claudia showed fantastic customer service! The customer's name was Karen, her son Joseph had received a card for his graduation, and they had been having issues using it, but Claudia got it all resolved for them!

Total 192 words used.

Claudia Stewart is an excellent choice for the Stevie award. From the day she was hired she has shown her pleasant demeanor and her caring personality.  From the day of her interview, we were fortunate enough to be in the presence of her infectious personality and her zest for people. During her training she was quick to pick up on the skills to succeed and had a real drive to meet the client/ customer needs. When it came time to take her first call Claudia sounded like a tenured agent right out of the gate and navigated the call like a pro.  Within the first few days on the phone Claudia was already collecting compliment calls from customers for her work and positive interaction with them. Though Claudia was hired when we had a good portion of the center was working from home, when it came for everyone to return to office, she was quick to learn everyone’s name and make them feel welcome and comfortable returning to the office. It’s with these attributes and the highest of praise that I believe Claudia would be an exceptional recipient of the Stevie award.

Total 249 words used.

Stats and progression for Claudia for her 1 year

During her almost 1 year tenure at Blackhawk she quickly raised to the top when it came to her monthly average with QA

•November 91.75 meeting quality and assurance standards
•February 92.18, and improved from there obtaining a 97.5 by the month of July compared to the average 90% scores of other agents.
•For the month of July 94% compared to the average of 92% for the center.
•She has always been above the passing mark for QA, during her tenure with us she has never once been placed on our flagging process when it comes to Quality and assurance.

During her tenure she was skilled in many LOBS and has performed well AHT wise

September–Jan 2022 GR AHT 7.01 (1420 calls taken) On pace with tenured agents and got better each day.

October-April EV AHT- 11.73 (2814 calls taken) Although this is high, Claudia was able to bring her talk time down within goal and was on even par with agents who had been taking these calls much longer that she had been.

May-Aug RISK AHT – 4.09 (3745 calls taken) Exceeding many of her fellow agents on Risk calls with one the lowest AHT’s compared to others taking these same calls.

Claudia has always managed to be within goal and has had very little coaching on her calls. She has never had to be placed on a performance action plan for AHT.