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Sitel, Nashville, TN

How to EnterCompany: Sitel, Nashville, TN
Company Description: With over 27 years of industry experience, Sitel is the leading global business process outsourcing provider of customer care and complementary back-office processes. Sitel's solutions span 120+ domestic, nearshore, and offshore centers in 23 countries across the globe. We have industry-specific competencies that allow us to respond to unique demands and requirements in specific vertical markets.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Professional of the Year

Nomination Title: Amber Benzee, RGA/New Account Setup specialist

Tell the story about what this nominee achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Amber Benzee has been with Sitel for over 4 years now and works with a luxury home appliance brand. Over the years, she has continually demonstrated a yearning for success and process improvements. She exhibits a valuable working knowledge of the products she supports as well as a sense of urgency and attention to detail when there is an issue that needs to be resolved. Amber never hesitates to take initiative, working closely with her peers and partnering with the client to identify resources and solutions for various process implementations and areas of opportunity. Amber worked alongside peers to identify gaps for the RGA process/policies and as a representative for Sitel met with the client team to work out resolution updates to policies and trained the Sitel team for implementation of the updates.

In Amber’s role as a Data Entry Specialist, she stood out amongst her peers due to her speed and accuracy. Amber has an accuracy percentage of 99.34%. She can also key over 140% of her goal of lines. By being efficient and accurate, the customer receives the correct order the first time providing the client with first time resolution, positive customer satisfaction scores, and repeat customers.

Currently, Amber holds the role of RGA/New Account Setup Specialist. Sitel’s client has an RGA (Return Goods Authorization) process where business to business clients can return goods that did not meet their expectations. Amber was instrumental in streamlining this process. She assisted the client in updating the policy and procedures that they were responsible for in-house. As a result, the client let Sitel own the RGA process for them. She took the lead on getting the process implemented and trains new employees on the proper protocol. This process impacts both the client and Sitel positively financially as these are large scale clients that have continued relationships not only with the client, but with Amber. Her attention to detail in these returns is pivotal to the success of the process.

Amber’s leadership skills do not stop with the RGA process. She is responsible for training agents on how to handle VIP clients. She coaches agents in a one on one fashion. She is very interactive, gives constructive feedback, and works to understand the needs of her peer’s learning styles.

In 2012, Amber was chosen as the winner of the client’s Customer Service Agent of the Year and was recognized amongst her peers for her outstanding work on the RGA process. Amber was recently invited to go with members of management to see the client at their corporate office. She interacted with RGA specialist in house to build rapport and teach the client all of her findings with the process.

 

Provide a brief (up to 125 words) biography about the nominee:

Amber Benzee has been a stellar employee at Sitel since 2009. She began her career with Sitel as a Customer Service agent. Recognized for her positive outlook and attention to detail, Amber was quickly promoted to data entry and her most recent transition was to an RGA/New Account Setup specialist. Sitel’s client has an RGA (Return Goods Authorization) process where business to business clients can return goods that did not meet their expectations. Mrs. Benzee was the winner of the client awarded Customer Service Agent of the Year in 2012 and was recognized amongst her peers for her outstanding work on the RGA process. Amber is a native of Lakeland, Florida and has previous experience in Accounts Payable and Permit and Zoning for APAC.