Company: Voya Financial
Company Description: Voya Financial is an American financial, retirement, investment and insurance company based in New York City. Voya began as ING U.S., the United States operating subsidiary of ING Group, which was spun off in 2013 and established independent financial backing through an initial public offering. In April 2014, the company rebranded itself as Voya Financial.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Professional of the Year
 Nomination Title: Haile Tesfai - Contact Center Professional of the Year
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 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 102 words used.
Haile Tesfai is an accomplished professional recognized for his exceptional dedication, consistent performance, and leadership within his team. With a track record of exceeding expectations in customer satisfaction, efficiency, and quality, Haile has continuously set high standards in his role. Known for his collaborative spirit, he fosters a supportive and inclusive work environment by mentoring peers, leading huddles, and encouraging healthy competition. These qualities have earned him not only the admiration of his colleagues but also formal recognition, including the prestigious BRAVO award. Haile’s history of reliability and excellence positions him as an invaluable team member whose contributions consistently elevate team performance.
- 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.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 147 words used.
Since July 1, 2022, Haile Tesfai has delivered outstanding results across multiple key performance indicators, surpassing organizational goals. He achieved an impressive 98% customer satisfaction rate, [REDACTED FOR PUBLICATION]. Haile also maintained a Call Handle Time performance of 105%, [REDACTED FOR PUBLICATION], showcasing his efficiency and effectiveness in managing customer interactions. In addition, his Quality Assurance evaluations consistently reached 96%, [REDACTED FOR PUBLICATION], while his message delivery rate soared to 76%, [REDACTED FOR PUBLICATION].
Beyond metrics, Haile’s leadership qualities shine brightly. Nominated by his peers, he won the BRAVO award, a testament to his exemplary teamwork, mentorship, and ability to inspire others. As a team player, Haile frequently leads huddles, provides guidance, and fosters an environment of mutual support, helping his colleagues thrive both individually and collectively. His consistent excellence and positive influence make him a standout performer deserving of recognition.
- 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):
Total 9 words used.
Letter to the Stevie Awards Committee from Haile's Manager.
- 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 179 words used.
Haile Tesfai’s achievements are exceptional due to his ability to not only meet but exceed ambitious performance benchmarks, setting him apart in his industry. His 98% customer satisfaction rate and 105% Call Handle Time performance are clear indicators of his skill in balancing quality with efficiency, outpacing both organizational goals and typical industry standards. These results underscore his commitment to delivering superior service while optimizing operational outcomes.
Compared to his past performance, Haile’s recent achievements mark a significant upward trajectory, reflecting his ongoing growth and dedication to excellence. His contributions stand out even further when juxtaposed with industry peers, where achieving one or two of these metrics might be commendable Haile consistently excels across all key areas.
What truly distinguishes Haile is his dual impact: while his performance metrics are extraordinary, his ability to inspire and lead others amplifies his value. Winning the BRAVO award highlights his peers’ recognition of his influence and support, which fosters a cohesive and high-performing team. By combining stellar individual performance with impactful leadership, Haile exemplifies a rare and highly valuable blend of qualities.
| Attachments/Videos/Links: |
|---|
|
