Dow Jones' Oswaldo Urgiles, Front-Line Customer Service Professional of the Year

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Company: Dow Jones & Co., Princeton, NJ
Company Division/Group: Dow Jones
Company Description: Dow Jones brings together world-leading data, media, membership and intelligence solutions. Our diversity of products and audiences means we deliver what companies and professionals need to tackle the business challenges that define their futures.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - All Other Industries

Nomination Title: Oswaldo Urgiles, Front-Line Customer Service Professional of the Year

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:

“To me, customer service is to provide subscribers with a satisfactory experience by going above and beyond on every contact and every opportunity that we have.” Oswaldo Urgiles

Dow Jones Customer Experience & Engagement team that was first brought together in April 2015. We consist of first and second-line Customer Service organizations, Experience Design & Engagement, Data Operations and Customer Intelligence and Data Platforms teams.

As a team, we architect, serve and support all of the customer touch points for millions of members, users and customers. We also manage customer data technologies, analytics and provide customer insight to colleagues across the world. Combining these skills helps us to personalize every touchpoint, making them as relevant as possible to the customer. Over the last couple of years, we have worked tirelessly to transform the way that we sell, serve, retain and engage our customers. Our experience principles are simple: to make it work, make it easy and make it valuable for our customers.

We understand that excellent customer service starts with our Customer Service Associates. Every day, we rely on their passion and determination to ensure that every experience with us delights our customers. All of our team are highly-trained and passionate, but this year, we would like to nominate an exceptional individual for Front-Line Customer Service Professional of the Year.

Oswaldo Urgiles sets the bar for Customer Service excellence. Even during interview, Oswaldo was a very strong candidate with almost 10 years experience dedicated to Customer Service. He joined us in July 2015 and from early in his time at Dow Jones, his professional and personal touch with customers quickly made him a go-to person on his team. He was promoted to Team Leader within a year of joining.

As a member of one of our second-line teams, Oswaldo handles escalated customer contacts from across our business and complaints raised to Executives at Dow Jones. This work requires the utmost care and attention to ensure that all contacts are rapidly and sensitively resolved. Almost all of the contacts require some element of service recovery.

Since joining, his performance has been second-to-none. He handles 14% of the second-line team’s contact volumes, always hits performance and productivity targets and, more importantly, has delivered over 97% on our regular and thorough quality scoring. Performance statistics are based on the accuracy, speed, and the quality of care the customer receives on each interaction.

While numbers are important, they don’t tell Oswaldo’s full story. His ability to focus on each customer, assess their situation, and resolve the issue to the customer’s utmost satisfaction is really what makes him stand out. As the new teams took shape over the past two years, Oswaldo has helped to form and reinforce the direction and culture for his team. We know that Oswaldo is an exceptional member of our team. He makes time to coach and train new hires, setting the bar high for himself and expecting the same from his team members.

Oswaldo simply has a gift for going above and beyond to please the customer. Many of our customers know Oswaldo by name and are willing to wait and hold to speak with him.

But don’t just take our word for it. Our customers often say it best:
“Suffice to say that his determination to make a faulty execution right may have saved a long time subscriber and even earned a new one.”

"Thank you for all of your assistance. I don't know what buttons you pushed, but clearly you pushed all the right ones. My delivery issue is now resolved. I would never stop my subscriptions while you are still employed by Dow Jones"

“In a time when so many business services are "automated", it is very rare to receive such excellent and personal customer care, and I wanted to thank you for your assistance as well as highlight Oswaldo's great attention to my query.”