Company: Intuit Mailchimp, Atlanta, GA
Nomination Submitted by: Product Support
Company Description: Intuit Mailchimp is the #1 email and marketing automation platform. We empower over 11 million customers to grow their businesses with world-class marketing technology and award-winning customer support. Mailchimp puts data at the heart of your marketing, so you can connect with your customers, foster repeat sales, and build lasting brand loyalty automatically with AI-powered insights and content.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Technology Industries
 Nomination Title: Shelby Reinsimar
- 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
- 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.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 120 words used.
Shelby Reinsimar has consistently demonstrated exceptional dedication and skill in her role. Her strengths are multifaceted, reflecting exceptional technical knowledge, a compassionate and patient approach, and a remarkable ability to communicate effectively with customers, enhancing their understanding and confidence.
She is notably patient and thorough, taking the time to address complex issues and ensure customer satisfaction. Many reviews highlight her ability to simplify technical jargon, making it accessible to clients with varying degrees of tech-savvy, which significantly increases customer satisfaction and engagement. One customer referred to Shelby as “unbelievably friendly,” and this is one way Shelby stands out in consistently her high customer satisfaction reports– by providing a patient, human touch on all issues customers face, big or small.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 166 words used.
Shelby has set the bar high for customer service. She has maintained an impressive customer satisfaction rate, with an average customer satisfaction rate of 95.25% (Aug 1, 2023 - Jul 31, 2024). This score was derived from 110 reviews across 1,010 customer interactions during the specified time period.
Shelby Reinsimar excels in customer support, consistently receiving high praise across numerous reviews. Customers consistently recognize Shelby for her persistent problem-solving skills because she regularly stays engaged with a customer until all of their issues are resolved with reliable and functional solutions. Her professionalism is apparent in her capacity to swiftly and efficiently respond to inquiries, while her empathy and attentiveness in interactions have fostered a positive rapport with clients, making her an invaluable asset to our team and company.
These combined attributes showcase Shelby as not only an outstanding and capable frontline professional, but also as a committed and caring support specialist who leaves a lasting positive impact on the customers she serves each day.
- 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 61 words used.
The attached supporting materials Shelby_FY24CSAT.pdf include reports of Shelby’s Customer Satisfaction surveys from Aug 1, 2023 - Jul 31, 2024. These reports demonstrate Shelby’s consistent high scores and provide concrete evidence of her exceptional performance.
Additionally, in the document Shelby Reinisimar.pdf, customer reviews highlight her unique approach to customer service, with many praising her knowledgeable, education-centered, and friendly support.
- 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 245 words used.
Shelby’s achievements are unique and significant in several ways. In an industry where customer satisfaction rates often fluctuate, Shelby’s consistency is remarkable. Her ability to maintain satisfaction scores above 95% throughout the year is not only commendable but also rare among her peers. (Only 9 team members out of 360 reached this achievement.) As a result, this places Shelby, deservedly, in our top 3% performers when it comes to customer satisfaction.
Moreover, Shelby’s ability to provide solutions that are not only effective but also educational for customers sets her apart. In many instances customer service interactions leave patrons with resolved issues, but without greater understanding; Shelby, however, ensures that customers understand the process behind the solutions she presents. This empowers customers to do more within our platform and reduces the likelihood for repeat queries regarding the same issue. This educational approach to customer service adds a layer of value to each interaction that customers clearly appreciate, as evidenced by specific mentions in customer reviews.
Furthermore, Shelby has demonstrated a blend of technical aptitude and soft skills that elevate her service delivery to a premier standard. The nuanced skill of turning complex technical language into accessible communication is a distinct competency that enhances customer experience and satisfaction significantly.
In summary, Shelby's unique achievements lie in her exceptional service consistency, educational approach to problem-solving, and her superior communication skills, which collectively not only meet but exceed industry standards and significantly improve the customer experience in tangible ways.
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