VIZIO Contact Center. - Luis Perez



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Company: VIZIO Inc., Irvine, CA
Company Division/Group: VIZIO Contact Center
Company Description: VIZIO's Contact Center is located in Dakota Dunes, South Dakota. The site has 200 employees, taking over 2 million contacts a year. Its mission is: To Help People. The VIZIO contact center takes phone calls, chats, emails, along with managing social media sites. While the contact center is in South Dakota, VIZIO's headquarters are located in Irvine, CA.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year

Nomination Title: Luis Perez

Tell the story about what this nominee achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

It can take thousands of years for one of those majestic, giant sequoia trees to grow 250 feet tall. It can take almost five years for a glacier to move one mile. A precious, natural pearl can take 20 years to form inside an oyster. And then, there are other events that happen quickly. Like reading a Tweet, or racking up a bill on your credit card, or becoming a really great Customer Service Agent. Wait. What? Yes. That’s what Luis Perez did. He became a really great Customer Service Professional at a really young age.

Luis Perez joined the team at VIZIO’s Contact Center when he was just 20 years old. He started as a phone agent and quickly was identified as a go-to person. On top of stellar performance to the key performance metrics; Average Handle Time, Customer Satisfaction, First Call Resolution, Service Request accuracy, Luis was extremely dependable. In fact, Luis has a remarkable streak going on; HE HAS NEVER BEEN TARDY OR MISSED A DAY OF WORK (other than planned vacation) during his FOUR YEARS of working for VIZIO.

Luis knows that attendance and punctuality is extremely important. He credits that value to his parents who instilled it in him. And attendance and punctuality is half the daily equation. If you’re not here, it really doesn’t matter how good you are. If you can’t be depended upon, it doesn’t matter where you rank in the stack ranking. But here’s the deal with Luis: not only is he dependable, his work performance was just as dependable as his work ethic.

It didn’t take long and Luis, who also possesses above-average technical knowledge, was promoted from Level 2 to Level 3 in July of 2015. VIZIO L3s, as they are called, handle the more technically challenging calls. L3s have a higher understanding of technology and problem solving. L3s are also geeks who love new gadgets. Again, Luis excelled. He volunteered to manage the new hires when they hit the floor after training for what we refer to as their nesting. That ended up being a prelude of what was to come.

Luis was tapped to lead the new L3 Chat team so that calls from other agents to L3 could be handled more efficiently with Chats. Once again, he excelled, providing guidance and direction for more technically-challenging issues. He basically gives advice to outsourced and new agents through Chats. His stats remain exceptional, his attendance? Perfect.

In July 2016, Luis was promoted to Team Lead. Luis is one of those guys you forget about because he is so self-sufficient and unassuming. He simply gets the job done every day and in a fashion that would make his parents proud. His team is performing well and loves his leadership. There’s an interesting dynamic: All 16 agents on the team are younger than Luis. It’s a testament to those agents and to Luis that his leadership trumps his age.

It’s also interesting to imagine what the future holds for this 24 year-old. After all, he’s got such a long life ahead of him.