J2 Global Ottawa - Customer Service Executive of the Year
Company: J2 Global Ottawa, ON, Canada
Company Division/Group: Campaigner Support Team
Company Description: Campaigner® is a powerful Email Marketing Automation tool that's been the secret behind successful businesses since 1999. This intuitive, customizable solution can be tailored to meet the unique needs of small to large companies, across various industries. Campaigner® is a growing division of publically traded cloud service provider j2 Global, Inc.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Executive of the Year
Nomination Title: Sheryl Dobson, Director of Customer Support
Tell the story about what this nominee has achieved since 1 January 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.
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Sheryl is a highly motivated and positive leader with over 30 years’ experience, this amazing woman began her career in the customer support contact center world in 1987, and has worked many roles from front line agent, trainer, and operations manager to her current role as Director of Customer Contact with J2 Global for the past six years.
Known to be a woman of action and a passionate advocate for the delivery of excellence in customer service, she is tireless in coming up with new ways to ensure staff deliver. She is not afraid of taking risks and strives to inspire her colleagues/staff to think outside of the norm for initiatives and ideas to solve problems and drive change while attaining the next level of success by delivering exceptional results. Sheryl is creative in devising strategies to engage front-line staff and to make the connection between bottom-line success and specific behaviors. She has a way to inspire and lead people, recognizing their strengths and bringing out the best in them.
Sheryl came to the team with infectious enthusiasm and carries an amazing positive energy that had an instant impact on the team's morale. With effective leadership and extensive experience managing customer support centers she pointed our team in the right direction immediately and we continue to benefit from her advance skills and knowledge year over year. She has a very clear understanding of what it is like to be in the trenches while consistently demonstrating leadership abilities with determination, dedication to the successes of both her team and the overall operation.
She has faced many challenges during her time in her role here at J2. She was diagnosed with cancer, which at this point many would have decided that the burden was too much, but Sheryl with her unconquerable spirt decided to lead the J2 Global customer support team forward. While advising only a small group of her colleagues of her situation she continued to forge forward and was dedicated to showing up every day while working through her various treatments over a course of a year.
In the process she lead J2 Global Ottawa to many landmark successes including, various migrations of acquired companies globally, along with Call Centre of the year, and a Life time Achievement Award for the Ottawa Regional Contact Center Association this past year and multiple Gold and Silver Stevie Awards throughout 2015, 2016, and 2017. She has molded our operations into main hub backbone and leader for the International J2 Global Customer Support teams.
For many of us, only finding out after the fact what she was able to accomplish, turning our customer support center around so quickly and effectively, especially while undergoing a serious battle with cancer, this was nothing short of awe inspiring.
Through her time at J2 Global she has empowered us with her belief in our abilities to be at our best, showing unfaltering dedication to both the success and her individual team members as well as to the organization as a whole. With patience and kindness she has improved the team around her by valuing individual growth and championing professional development, always pushing us to think "Outside of the box" and leading by example to create a positive and inclusive work environment. She has empowered us with her strength, dignity and determination in the face of a devastating health battle and the fortitude to come out stronger on the other end. Supported by the entire J2 Ottawa team we are so proud to nominate Sheryl Dobson, Director of Customer Contact for this award.
In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominee since the beginning of 2016 (up to 150 words).
-Advocated and developedcareer paths from first level front line support agent to Manager level
-Encourage and developed an agent tool kit to empower the front line in support to first call
-Resolution trending at 96% or higher
-Supported a seamless migration of 4 newly acquired companies onto current J2 platform
-Encouraging “outside of the box” thinking in order to reduce customer cancellations by 30%
-2016 ORCCA Life time Achievement Award
-Sharing of Best Practices within the local Call Center Community through ORCCA membership presentations
-Reduced staffing attrition rates from 27% to 17% in 2016 by engaging front line staff
-Continually motivates staff through interactive “Keep, Start, Stop” sessions, globally
-2016 Silver Stevie awards for Contact Center of the Year and Front line Customer Service Team of the Year for eFax®
-2016 Call center Team of the year for Campaigner® and 2017 People’s Choice award for EFax