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: Contact Center Professional of the Year
 Nomination Title: Victor Alvarado
- 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 94 words used.
Since joining Support Services Group (SSG) in June 2020, Victor Alvarado has been a shining star, setting an example for his colleagues with his tireless work ethic and impressive achievements. Proving his talents and abilities, he was soon promoted to the position of Operations Manager [REDACTED FOR PUBLICATION], where he has been skillfully leading a team of 189 full-time employees for the last eight months. With his expertise in campaign development and leadership management, Victor has been making a significant impact in his role and contributing to the collective success of the organization.
- 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 226 words used.
Under Victor's leadership, his team has achieved unparalleled success, regularly surpassing the expectations of their client. Victor's management style and unwavering commitment to excellence has resulted in an outstanding adherence metric of 93.6%, outpacing all other vendors. Not only that, but Victor and his team have also achieved a Universal Save Rate of 81.42% and an Auto Pay Rate of 11.83%, both of which are significantly higher than the performance rates client's internal team.
Victor's team also excelled in other areas such as L2 Transfer Rates and Tagging Compliance, achieving an average of 86.10% and 91.60% respectively, further solidifying their reputation as a top-performing team. Additionally, they were able to maintain a low Disconnection Yield of 16.87%, demonstrating their proficiency even in the face of associates with more experience in the field.
Despite the challenges posed by the pandemic, Victor has successfully navigated his team through the crisis, keeping operations running smoothly and setting the stage for even greater accomplishments in the future. Victor attributes his team's success to his emphasis on teamwork, constant follow-up, and weekly team meetings which allow them to review the essential aspects of the business and develop action plans for improvement. Furthermore, he believes that open communication between operations and Quality Assurance, celebrating successes and learning from failures, is key to continued growth and success.
- 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 27 words used.
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- 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 154 words used.
Victor's impact on the success of his program is undeniable. Not only does he contribute to the company's growth, but he also ensures that the team members are satisfied and the SSG culture is upheld. For Victor, true success is not just about achieving personal goals, but also about helping others to succeed and grow.
Victor's dedication and hard work has led to significant improvements in his KPIs, and he attributes this success to the teamwork of his team. He firmly believes that by developing strong leadership and addressing any inconsistencies that may arise, his team will be able to overcome any challenges that come their way.
What sets Victor and his team apart is their passion and commitment to excellence. They approach their work with kindness and treat every customer with care. For them, even on the toughest days, they know that one customer can make a difference and bring smiles all around.
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