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American Support

How to EnterCompany: American Support, Chapel Hill, NC
Company Description: As the nation’s only complete provider of back-office services to the telecommunications industry, American Support focuses on growing revenue & subscribers for our clients. All our clients’ customer contact needs are covered with our six products: Telesales by Evergreen, Customer Care, Field Support, Technical Support, Subscriber Management and Dispatch.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year

Nomination Title: Glenn Sullivan, Customer Service Representative

Tell the story about what this nominee achieved since the beginning of July 2010 (up to 500 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’s not uncommon for customers to call American Support and ask to speak with
Glenn Sullivan. The cable industry is not known for the quality of its customer
service, but Sullivan is a shining example of a great customer service
representative.

For Sullivan, the key to providing great customer service is to always remain
patient and be understanding of the concerns of the person on the other end of
the phone. “Not everyone is happy when they call in,” he says. “We have to
understand as representatives, everyone wants to get what they’re actually
paying for.”

For the past two and a half years, Sullivan has been a model customer service
representative, handling calls from customers ranging from those just curious
about a charge to those who are irate over a service disruption. Throughout all
his calls, he maintains a calm, courteous demeanor.

He takes time with all calls to get a thorough understanding of the customer’s
problems, and he works to find resolutions. Along the way, he maintains a
professional attitude, always using courtesy titles with the customer as well
as answering questions with a polite, “yes ma’am” or “no ma,am.”

During one recent customer interaction, he instructed the customer to call back
in two days to verify that the changes had been made, and before hanging up, he
told the customer, “Hopefully when you call back on Wednesday, I’ll be the one
to take your call.” Sullivan says he is simply treating the customers the way he
wishes to be treated.

Much of his success as a customer service representative can be traced back to
his time as a U.S. Marine. That experience helped him remain calm and focused,
even when being yelled at by intimidating drill sergeants, who sometimes seem
like puppies compared to some angry customers.

And Sullivan says being a customer service representative has actually helped
him grow as a person. Prior to taking the position, he says he was a somewhat
quiet and shy fellow. But being a CSR has forced him to talk with people about
their problems. That effort has moved outside his work life and has helped him
become a more outgoing individual.

Sullivan’s influence is not limited to just his customer interactions. He is
always quick to offer his perspective on company initiatives and guidelines to
help the company better prepare other CSRs. He also serves on the company’s
internal quality improvement committee to help find ways the company can improve
the level of service it offers. Says one of Sullivan’s managers: “He is always
willing to offer improvements or note areas of opportunity to make the job of an
agent easier.”

Finally, his interest in how the company can better manage its customer service
work force has landed him into a new program that gives front line employees the
opportunity to temporarily work in other departments.

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.americansupport.com/about-us/news/2011-american-support-press-releases/
american-support-named-one-of-comcast%E2%80%99s-top-vendors-during-recent-telesales-summit

http://www.americansupport.com/about-us/news/2011-american-support-press-releases
american-support-named-among-the-fastest-growing-companies-in-the-triangle

http://www.americansupport.com/about-us/news/2011-american-support-press-releases/
american-support-named-one-of-cablefax-magazine%E2%80%99s-top-places-to-work

http://www.americansupport.com/about-us/news/2011-american-support-press-releases/
mary-celle-wins-2011-stevie-award-for-women-in-business

http://www.americansupport.com/about-us/news/2011-american-support-press-releases/
american-support-was-named-among-the-nation%E2%80%99s-50-fastest-growing-business-
products-and-services-companies-in-america-by-inc-magazine

http://www.americansupport.com/about-us/news/2011-american-support-press-releases/
american-support-joins-jobs4america-coalition

http://www.americansupport.com/about-us/news/2011-american-support-press-releases/
american-support-was-named-among-the-50-most-engaged-workplaces-in-north-american

http://www.americansupport.com/about-us/news/2011-american-support-press-releases/
american-support-to-unveil-new-field-services-division-at-the-independent-show

http://www.americansupport.com/about-us/news/2011-american-support-press-releases
/president-shares-secrets-to-running-a-successful-call-center-at-contact-center-world%E2%
80%99s-top-ranking-performers-conference

http://www.americansupport.com/about-us/news/2011-american-support-press-releases/
american-support-powered-by-csg-systems-wins-contact-center-world%E2%80%99s-gold-
medal-for-best-help-desk-in-the-americas-bronze-medal-for-best-contact-center

http://www.americansupport.com/about-us/news/2011-american-support-press-releases/
american-support-powered-by-csg-systems-named-among-the-top-support-providers-to
-rural-north-american-companies-by-billing-and-oss-world-magazine

http://www.americansupport.com/about-us/news/american-support-wins-2011-stevie-award

http://www.americansupport.com/about-us/news/windjammer-cable-expands-contract-with-
american-support

http://www.americansupport.com/about-us/news/american-support-completes-integration-of-
csg-and-sigma-systems

http://www.americansupport.com/about-us/news/american-support-joins-zappos-groupon-and-
new-belgium-brewery-on-worldblu%E2%80%99s-2011-list-of-most-democratic-workplaces

http://www.bizjournals.com/triangle/news/2011/02/04/american-support-to-create-30-more-
new.html

http://www.americansupport.com/about-us/news/american-support-completes-acquisition-of-
vergreen-sales-marketing


Provide a brief (up to 100 words) biography about the nominee:

Glen Sullivan joined American Support in 2009 and has been a model customer
service representative since. The former U.S. Marine is known for the quality
service he provides American Support’s customers’ subscribers. A father of five,
Sullivan spends his free time playing with his children and cheering on the
Oakland Raiders.