Company: Support Services Group, Inc. | Waco, TX USA
Company Description: Support Services Group was founded in 1998 and is a leading provider of various types of Consumer Support, including Technical Support, Help Desk Services, Customer Service, Ecommerce and Retail Support, Lead Generation, B2B/B2C Sales, Sales Support, Chat Support, Email Support, and Knowledgebase Management. We have 7 contact center locations across the United States, Latin America, and Canada.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - All Other Industries
 Nomination Title: Pamela Estevez
- 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):
An essay/case study of up to 650 words
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 51 words used.
Pamela joined the Support Services Group (SSG) family on December 18, 2020 and has since been a strong asset to our organization. She has been working as a Style Consultant for Michael Kors and has consistently shown high levels of achievement in taking care of customers and achieving impressive sales goals.
- 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 48 words used.
[REDACTED FOR PUBLICATION]
- 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 247 words used.
Pamela excels at turning unhappy customers into satisfied ones. She is adept in transforming negative interactions into positive ones by actively listening and empathizing with customers. Pamela emphasizes making sure that the customer feels heard. For her, this is the most critical aspect of the call, showing customers that she is putting herself in their shoes and assuring them that she is doing her best to assist them. These concerted efforts have paid off and have enabled Pamela to keep her First-Call Resolution metrics consistently above goal.
Pamela’s achievement of handling aggrieved issues and turning them into more pleasant experiences for the customers is notable on its own, however, to add to her list of achievements is her high sales results. While on a call, during her intentional connection with the customer, Pamela has a natural ability to incorporate a product offer into casual conversation with the caller. She masterfully guides the customers to a connection or need with our client's product and is skillful in finding the perfect addition to their MK wardrobe.
Within her first two years with SSG, not only has Pamela surpassed100K in sales for Michael Kors, but she successfully hit 200K in sales as of November 2022. This is notable as these are soft sales, typically made when providing order support, billing assistance etc. This is not an aggressive hard-sell program. Pamela was the only team member on the program to be inducted into the 200K club in the month of December.
- 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 116 words used.
Pamela’s sales metrics are impressive, especially as a “new” agent on this program. For an agent to come in and surpass 200K in soft sales within their first two years is a notable achievement.
As detailed in the supporting documentation, Pamela’s KPI’s are commendable:
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QA Score
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FCR Score
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Response Rate
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Sales Conversion
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Pamela Estevez TOTALS
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97.78%
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95.25%
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32.11%
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34%
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Program Average:
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91%
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89%
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20%
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35%
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The way in which Pamela approaches her job, which has resulted in success, is by making clients feel valued and heard. This passion, and extraordinary care for her customers is one deserving of recognition and applause. Pamela believes that leaving clients satisfied can turn them into lifelong customers.
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