Company: MetTel
Nomination Submitted by: Axicom
Company Description: MetTel is a leader in communications and digital transformation (DX) solutions for enterprise customers. By converging all communications over a proprietary network, MetTel gives enterprises one, unified view and control point for all their communications and advanced network services. MetTel’s comprehensive portfolio of solutions improves productivity, reduces costs, and simplifies operations.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - All Other Industries
 Nomination Title: Travis Newkirk
- 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
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 196 words used.
Travis Newkirk is a member of MetTel’s Client Experience (CX) organization, who as of 2022, moved to the Advanced Services Implementation Delivery team. He has accelerated his personal learning curve, taking the initiative to familiarize himself with not only the MetTel products, but the best practices to efficiently complete the delivery of circuits and equipment. Travis Newkirk brought his project and account management experience to the Service Delivery team, elevating the team’s institutional knowledge, which brought a more “start to finish” approach to our deployments. With this, our team has been able to see trouble spots in the order process and head them off before any issue could derail the order. Adding these details has increased the overall efficiency of the team’s completion performance.
Travis received the MetTel All Star award in July 2022, nominated by his peers and management: “Travis' commitment to high quality and a world class customer experience has continued to impress fellow employees and the customers he services. He not only supports the workload assigned to him, he continues to go out of his way to offer support to his entire team and the MetTel team as a whole. Top Notch!”
- Outline the nominee's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 128 words used.
Since the start of 2022, Travis has overseen 660 test and turn ups, activations and equipment deployments, averaging a monthly 92% success rate. During this same period, Travis has been the subject matter expert and sole coordinator for our Cloud PBX deployments. He has developed our scope of work template, deployment documentation and activation checklist related to this product, training our team on the entire process.
During our deployment of the POTS Transformation solution (also known in the industry as “Pots in a Box”) for client Chilis, Travis coordinated with the customer’s technicians via a dedicated hotline, turning up more than 500 product installations in an 8-month period. Travis maintained our internal tracker and ticket manager, ensuring completion documentation was precise and up to date for this client.
- 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.
Written answers to the questions below.
- 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 189 words used.
Travis Newkirk continues to improve our team’s documentation and training materials. Using his previous experience on the CX Order desk team, he has added a whole project approach, adding seamless transition steps to limit downtime and impact to our clients and customers. His experience with preparation of new client onboarding materials has added an extra layer of efficiency to our checklists and closeouts by eliminating unneeded steps and materials. In addition, Travis has been able to clean up the appearance of our communications, bringing a new level of consistency and professionalism to our customer interactions and documentation. Travis has continued to be a standout among his peers and colleagues for his continuing efforts to raise the bar and consistency in bringing a world class customer experience to everyone he interacts with.
Additionally, Travis’ commitment to support the team as a whole, jumping in wherever needed, is incalculable. Always willing to go the extra mile to assist with whatever is in front of him. Travis also is always available to anyone in the organization, not just his own team, to answer questions, assist with training or hop on a call.
- 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):
| Attachments/Videos/Links: |
|---|
|
