Company: Triarc Solutions, Tulsa, OK
Company Description: Triarc Solutions is a group of highly motivated, customer-focused RightAngle experts, each with an average of 16 years of RightAngle experience. Triarc offers consulting, support, and software services for RightAngle customers in the sectors of Retail Fuel, Refined Products, Crude & Lease, NGLs, Agriculture and Metals.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Technology Industries
 Nomination Title: Andy Munchinski
- 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
- 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.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 182 words used.
Andy Munchinski can certainly confirm what Roger Staubach once said: “There are no traffic jams along the extra mile.” Andy lives along the extra mile. Dedicated to customer service since his first role in 2012, Andy has built a career going the extra mile to provide customers with world-class interactions and solutions. He began his journey learning ION Group’s complex energy trading and risk management software, RightAngle. His pursuit of excellence continued as he joined Triarc in 2019. Since joining, he has been a critical piece in delivering and elevating support for Triarc customers utilizing RightAngle. He has been intentional with his knowledgebase, obtaining his scrum master certification, continuing to improve his SQL skills, and building upon his solid customer business expertise. Throughout his time at Triarc, his personal growth and investment in his own skills has enabled him to become one of the best RightAngle support analysts on the planet. Andy continues to aid team members across other departments while delivering support at world-class levels. Our organization strives to emulate Andy’s all-in approach for customer happiness across our broader team.
- Outline the nominee's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
Since July of 2020, Andy has excelled at serving RightAngle customers. He has solved over 1,250 technical tickets, spanning 16 unique customer organizations. These tickets registered a survey response rate of 12% (153 responses) and a 100% satisfaction rating. It doesn’t get better than 100% satisfaction. Andy’s response, closure, and satisfaction levels are unheard of within the RightAngle market. You can find the kind words from customers in the responses attached to support this application, but here’s one of many direct feedback quotes we have received via email describing how Andy goes the extra mile:
“I recently had the privilege of working with Andy Munchinski to resolve an internal issue with our RightAngle system. I’ve never had someone go to the lengths that Andy did to ensure our issue was resolved in a timely manner. I was blown away by his commitment to help me make the deadline I was given. We ran into a few roadblocks, and Andy found ways to bypass them to ensure the issue was resolved. He walked me through the process patiently and worked tirelessly late into the evening to resolve it. He deserves 5 gold stars and then some! I can’t thank Andy enough for his help!”
He is single-handedly resetting the bar for world-class RightAngle support. Some of Andy’s biggest support feats are the late-night solutions like the one outlined above, when customers have production emergencies. He never fails to deliver in these moments of criticality and maximum pressure.
- 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 50 words used.
Attached is an excel sheet containing all of his survey ratings from customers supporting his 100% satisfaction ratings.
Additionally is a quote from additional team members, specifically his manager.
Also attached is a full-combined application write-up which is easier to read than the chopped up version for these question answers.
- 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 233 words used.
His value was on full display at our latest team retreat in 2022. Andy delivered a presentation on our base of support customers, offering candid and direct feedback on how we can improve organizationally. Void of buzz words or flashy graphs, his content was about real, substantial information driven towards elevating the team to provide the best customer experience possible. In our exit surveys from the retreat, his presentation was mentioned more than any other activity (even more than the fun stuff like our pub crawl). The impact he brings with honest feedback is valuable and apparent in these interactions with our team and customers.
It can be hard to compare statistics across industries and products, but it is our hope that the judges consider Andy Munchinski with the highest regard in customer service when evaluating this application. His dedication to honing his craft to deliver the absolute best experience for our customers is unmatched across the globe. The results of his work are remarkable. 100% satisfaction on a sample size of over 1200+ interactions with customers is a feat few can accomplish. Outside of his numerical excellence, his contributions to the team and processes within our organization stand Andy atop the support mountain with few peers. It is with the utmost respect and consideration that we nominate Andy for the Stevie Awards’ Front-Line Customer Service Professional of the Year in Technology Industries.
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