VIZIO, Inc.
Company: VIZIO, Inc., Irvine, CA
Entry Submitted By: VIZIO Call Center, Dakota Dunes, SD
Company Description: VIZIO, Inc. Dakota Dunes, SD call center began in 2009 with 23 people. Today the site has over 200 employees and focuses on customer satisfaction of Tech, Customer Service, and some Sales contacts. The VIZIO call center also handles chats and emails. VIZIO headquarters are located in Irvine, CA. Entertainment Freedom for All!
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year
Nomination Title: VIZIO's Rose Ann King - Customer Service Royalty
Tell the story about what this nominee achieved since the beginning of July 2011 (up to 500 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:
When it comes to behind the scenes, back-office Customer Service, Rose Ann King is the queen bee.
Rose started with VIZIO on February 15, 2010 as a Customer Service and Technical Support Representative....a Level 1 phone agent. Rose quickly rose through the ranks and within a couple months was promoted to Level 3 support. You’ll easily notice Rose…she’s the one who is always smiling. Her smile is contagious. Everyone around her begins to smile, too. Rose is smiling because she loves to help people. The others are smiling because Rose is smiling. She’s like an inexplicable grin machine.
Hey Rose, why do you like helping people? “The reason I enjoy helping people is easy: I want people to be happy. I like knowing that I can make a difference in somebody else’s life, even if it is a small difference.
My favorite part of my job is that VIZIO has always put our Customers first, and because of this, I have been empowered to do everything that I feel is best for my Customers and the Customer Service support staff. I have the responsibility and ability to create and improve processes on the back end that will make it easier and more efficient for the Customer Service Team to help our Customers. I believe that finding the areas and processes that need improvement and coming up with the best solution to improve the processes, can be the most challenging part of my job. I feel that I have been able to use my experience and my skills to accomplish this in a timely manner.
For example, I was assigned the responsibility of adding our new products, parts, and information pertaining to the products into our CRM tool, Voogle. With new product launches, the information that is needed for our Customer Service team to assist our Customers may not always be available at the same time. It may take from several weeks to several months to be able to completely add everything into our CRM tool. Because of this, it was very easy to miss something important, which would potentially raise the Average Handle Time for the Customer Service Representatives and in turn be frustrating for the Customer.
To improve the process, I created and implemented a logistics guide and checklist that made my task more efficient and ensured that all products were completely added to the CRM tool prior to the product launching. This relatively simple, new process has proven to be more efficient not only for me, but also for the representative who took over this task when I transitioned into my new role in Reverse Logistics.”
No wonder Rose is smiling. She has that unique ability to take something complicated and broken and simplify and fix it.
Every King deserves gold.
Provide a brief (up to 100 words) biography about the nominee:
Rose Ann King (we call her Rose), has been with the VIZIO Dakota Dunes contact center for just over two years. She began as a phone agent, and was quickly promoted to Level 3. Her communication and technical skills are outstanding.
Prior to VIZIO, Rose spent 6 years in the Army Reserve as an Automated Logistical Specialist, maintaining the inventory of her unit’s parts and vehicles and updating the unit’s military driver’s licenses.
Rose is married, and has a 1 year old son, Carter. Her hobbies include reading, cooking and spending time with her family.