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Hillary Evans has consistently demonstrated exceptional leadership and a profound impact on MetTel's customer experience since January 1, 2023. Her dedication to both customer satisfaction and employee development has created a thriving environment within her teams, resulting in tangible improvements in service quality and operational efficiency. Hillary's leadership style, characterized by a proactive approach to problem-solving and a commitment to fostering talent, has solidified her position as a key driver of MetTel's success.
A cornerstone of Hillary's achievements in 2023 is the continued success of the comprehensive cross-departmental training program she implemented. This program, which equips team members with a deep understanding of MetTel's diverse operations, has significantly enhanced their problem-solving capabilities and improved customer interactions. The positive impact of this training is reflected in consistently high customer satisfaction scores and a marked reduction in resolution times. Furthermore, the program has fostered a culture of continuous learning and development within Hillary's teams, contributing to increased employee engagement and a stronger sense of ownership.
Beyond the training program, Hillary played a crucial role in the ongoing execution of MetTel's strategically important POTS transformation initiative throughout 2023. Her exceptional project management skills and meticulous attention to detail ensured the seamless transition of customers to more modern and efficient communication solutions. This complex undertaking required close collaboration with various departments across MetTel, and Hillary's ability to navigate these complexities and maintain momentum was instrumental to the project's success. The successful execution of the POTS transformation has not only improved service delivery for MetTel's customers but has also positioned the company for continued growth and innovation in the evolving telecommunications landscape.
Hillary's commitment to mentorship and employee development has continued to yield impressive results. Under her guidance, numerous team members have earned promotions in 2023, a testament to her ability to identify and nurture talent. Hillary fosters a supportive and empowering environment where team members are encouraged to take on new challenges and develop their skills. This focus on professional growth has not only benefited individual employees but has also strengthened the overall performance of Hillary's teams, creating a more resilient and adaptable workforce.
Hillary's outstanding contributions were formally recognized in September 2024 with a prestigious All Star Award, a well-deserved accolade that reflects her unwavering dedication to excellence. Her leadership has not only elevated the performance of her teams but has also set a benchmark for customer service excellence within MetTel. Hillary's ability to balance strategic initiatives with a focus on individual employee growth distinguishes her as a truly exceptional leader and a driving force behind MetTel's continued success.
Nomination Title: Hillary Evans, Client Experience (CX) Contact Center & Account Management
