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VIZIO Inc: Allen Beeck

Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company: VIZIO Inc., Irvine, CA
Company Division/Group: VIZIO Contact Center, Dakota Dunes, SD
Company Description: VIZIO's Contact Center is located in Dakota Dunes, South Dakota. The site has 200 employees, taking over 2 million contacts a year. It's mission is: To Help People. The VIZIO contact center takes phone calls, chats, emails, along with managing social media sites. While the contact center is in South Dakota, VIZIO's headquarters are located in Irvine, CA.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Manager of the Year

Nomination Title: Allen Beeck

Tell the story about what this nominee achieved since the beginning of July 2013 (up to 650 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:

How would you value a person who brings a wealth of real-world experience, mature leadership, and problem solving all based on authenticity and integrity? Meet Allen Beeck and why VIZIO thinks he is the Contact Center Manager of the Year.

Have you heard the phrase ‘Jack of all trades, master of none?’ It’s a figure of speech used in reference to a person that is competent with many skills, but is not necessarily outstanding in any particular one.

Allen Beeck is a MASTER of being a Jack of all Trades. Here’s a brief look at some of Allen’s talents:

• Has worked as a Machinist fabricating, designing, programming and operating various machining equipment.
• Has his Masters of Divinity and frequently preaches at the local Baptist church.
• Has a Doctor of Chiropractic degree and ran his own family clinic for 13 years.
• He is a renowned Jaguar mechanic having completely restored a 1963 Jaguar XKE from scratch to the point that it recently resold for over a quarter million dollars.
• He managed and maintained a $12 million inventory and maintained FAA documentation for an airline.
• He has stocked shelves and fixed diesel pumps.
• He was given a Red Cross Service Award for his actions during Hurricane Katrina and has been named South Dakota Parent of the Year.

Wow, huh? Somehow, some way VIZIO was fortunate enough to cross paths with Allen.

Allen came to VIZIO’s Dakota Dunes South Dakota Contact Center as part of the very first class of agents. Three days into the two-week training, we were all going to Allen for answers. All of us, including the trainers.

He took the first call that came into our contact center the day we opened. When we decided to move the more advanced Level 3 (L3) agents from Irvine, CA to Dakota Dunes, SD, Allen was chosen to run that team. That lead to Allen also heading up a PC team, Parts Department, and an extremely diverse Project team, who found themselves tackling just about anything thrown their way.

And while all of his history, talent and resume’ is nice, you want to know what has he done for us lately.
Since July 2013, Allen has undertaken another challenge: Sustaining Engineering. Being on the front lines, hearing directly from our customers with the most challenging technical issues made it possible for Allen to investigate root causes. He had to know what was causing the issue and what could be done to prevent and correct it. Was it an environmental problem? Was it caused by something the end-user had done? Was it a component breakdown?

Since Allen has taken on this ADDITIONAL role, he has been tracking, running tests, and troubleshooting, while reviewing diagnostics, and usability. He identifies and tracks quality issues and provides the information to VIZIO’s quality team and our manufacturing partners. They digest his data and findings and make adjustments to the products or provide recommendations or direction for better troubleshooting and a better overall customer experience. Allen starts and finishes the process.

Allen is a valued member of the VIZIO Dakota Dunes Leadership Team. He keeps us grounded and focused on Customer Service. Allen lives out our Mission Statement: To Help People. He continually battles for the rights of VIZIO customers while balancing the business of running a contact center. When he isn’t working at VIZIO, he’s living those same values in his personal life with nine adopted special needs children. He constantly looks for ways to Help People.

We simply would not be as successful without Allen.

It takes a team of people with a common vision to create a successful business and it takes a person like Allen to make that experience a pleasure. Allen Beeck is a gracious leader while being a wonderful servant to everyone he meets.

All of this is why we believe Allen to be Contact Center Manager of the Year.

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