Company: Blackhawk Network, Pleasanton CA
Company Description: Blackhawk Network delivers branded payment programs to help meet today’s most challenging business objectives. We collaborate with our partners to innovate, translating market trends in branded payments to extend reach, build loyalty and increase revenue. We offer a full portfolio of comprehensive services to ensure the success of our partners’ branded payment programs.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Woman of the Year in Customer Service
 Nomination Title: Luciana Figueroa
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 247 words used.
Update OPT hours of operation to 24/7 support, ensuring that order review for CashStar gets done consistently considering international brands in which primary support provided during a graveyard shift. Giant Eagle and Kroger migration from Cybersource to CashStar OIS to enhance the current approval rate for these brands and improve our overall sales. OPT IVR updated to ensure all risk-related concerns were routed to our risk analysts as soon as the option got selected through the IVR, instead of going through customer service first. This reduces complaints about time-consuming interactions and prevents miscommunications of risk reasons.
CashStar consumer auto-email templates updated to enhance the customer journey when processing a refund and rejecting an order, ensuring that the customer is educated on why and the timeframe to apply the credit. Updates made to https://blackhawknetwork.com/ have reduced the unnecessary contacts we received through our Front Desk line. This decrease resulted from adding the word ‘SALES’ to the contact phone number on the website. (1,200 to 800 a month)
Ecommerce/GC.com voice blending was successfully completed to improve our resource UTL and lower CPMs. Participated in creating a (Direct-to-Center) line for top CashStar brands - call center transfers. to reduce the surcharge of 800-800 from BHN's provider, keep processing costs neutral to our clients.
Requested the creation of a dedicated TFN for our CashStar Exchange partners to prevent fraud and ensure tenure agents were assisting the calls reducing misrouted concerns by sending them back to the partner.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 199 words used.
Luciana Figueroa has been a passionate leader in our organization since October 2017, when she joined our support group in El Salvador as a Training Specialist. With 10 years in the Service industry, she brought in teaching experience, which resulted in knowledge shared with many of our new hires with her unique teaching style.
March 2019 - Call Center Supervisor: Exceeded expectations by combining her teaching background. She became a trusted ally to our Account management and partners, often consulted in business processes to improve our service experience. Got tasked with onboarding a service group for our CashStar brands which involved extensive documentation, training, and cross-functional relationships. Instrumental in solidifying our Risk organization; overachieved our performance indicators and developed a close relationship with our senior leadership.
September 2020: Promoted to Customer Service Manager; led groups for our most sensitive service lines and owned a team of over 100 employees with up to 7 direct reports. By August 2020, Lucy took a giant leap by transitioning to our Center of Excellence team with the role of Sr.Manager, Client Services, where she continues to show the same passion for service excellence, incredible leadership and interpersonal skills, and unparalleled work ethics.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominee's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 4 words used.
Please see file attached.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 136 words used.
The achievements lucy contributed through the years represent significant improvements to the service experience of our products and services and significant savings to our operating costs. In addition, Lucy's ability to propose practical solutions is a value add to the organization singling her performance to top executives and business leaders that praised her ideas and resolution skills.
Additionally, through the period, we navigated a unique support structure and challenging years, receiving +20% increased volumes and challenges impacting the cardholder experience that her leadership skills helped resolve. She led our hybrid model and ensured all respective programs' staffing needs, business enhancements, and deadlines were met.
Lucy is an efficient leader whose performance stands out, her passion for serving and dedication to our teams is admirable. In addition, she builds long-lasting relationships and brings unity to our teams.
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