Company: Blackhawk Network, Pleasanton CA
Company Description: Blackhawk Network delivers branded payment programs to help meet today’s most challenging business objectives. We collaborate with our partners to innovate, translating market trends in branded payments to extend reach, build loyalty and increase revenue. We offer a full portfolio of comprehensive services to ensure the success of our partners’ branded payment programs.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Training Professional of the Year
 Nomination Title: Victor Huezo Urrutia, Training Supervisor
- 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 166 words used.
Victor Huezo Urrutia is a dedicated Knowledge Base Supervisor working in conjunction with various teams across the organization. He began his journey at Blackhawk Network in 2017 as a Customer Service Agent and steadily advanced through roles in the Quality Department and Operations Support, specializing in Process Mapping, before assuming his current leadership role.
Over the past two years, Victor has been instrumental in the transformation of the Knowledge Base (KB), overseeing its optimization and content creation within the Training and Learning and Development department. At 27 years, while nearing the completion of his university degree, Victor has applied his technical skills in HTML and CSS to redesign the KB structure. His efforts have resulted in a more user-friendly, visually appealing format that has not only improved article comprehension but also reduced the time agents spend searching for information.
Victor’s contributions have been key to the ongoing evolution of the KB system, supporting the company’s commitment to providing efficient and accessible resources for the contact center.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 240 words used.
Since July 1, 2022, Victor has made significant contributions to the Knowledge Base (KB) and content management at Blackhawk Network, leading key initiatives that greatly enhanced operational efficiency and content accessibility.
One of Victor’s standout achievements was co-leading the Document360 Migration, a pivotal project that reduced redundant articles by 60%. Victor successfully oversaw the migration of over 17,000 articles into a more streamlined system, gathering valuable agent feedback to enhance usability. His role also involved training multiple teams to ensure a smooth transition and ongoing support.
Victor also spearheaded Project Lumina; a transformative initiative aimed at improving the formatting of KB articles. By converting existing content into a more user-friendly structure, he introduced collapsible sections and HTML personalization to simplify navigation for agents. With over 600 articles already converted, this ongoing project is set to transform nearly 10,000 articles. The effort has already boosted the user rating score from 3.4 to 4.4, reflecting its positive impact on agent efficiency.
Additionally, Victor led the KB Revamp Transformation for all lines of business (LOB), cutting outdated content by 50%. This initiative not only improved the visual appeal of the articles but also increased their relevance, ensuring agents have access to up-to-date and effective resources, especially for high-volume LOBs.
Through these initiatives, Victor has driven substantial improvements in content organization, navigation, and overall user experience, ensuring the KB remains a critical, accessible resource for Blackhawk Network’s contact center operations.
- 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 239 words used.
Victor’s achievements are particularly noteworthy for their substantial impact on operational efficiency and agent performance at Blackhawk Network. The Document360 Migration addressed a critical issue: KB content redundancy. By reducing redundant articles by 60%, Victor streamlined the Knowledge Base, making it easier for agents to access accurate and relevant information. His successful transition of over 17,000 articles, while simultaneously gathering agent feedback, shows his ability to blend technical processes with user-focused improvements, directly enhancing the agent’s experience.
Project Lumina stands out for its innovative approach to Knowledge Base article formatting. Victor introduced collapsible sections and tabbed articles, and HTML personalization, turning static articles into dynamic, easy-to-navigate resources. This transformation not only made information retrieval faster but also significantly improved user satisfaction, as evidenced by an increase in the user rating score from 3.6 to 4.4. This improvement demonstrates the project’s direct impact on agent workflow efficiency, simplifying the search process and reducing response times.
The KB Revamp Transformation for LOBs, which has taken place, highlights Victor’s ability to deliver high-impact results. By cutting outdated content by nearly 50%, he ensured agents have access to the most relevant and up-to-date resources, particularly in high-volume LOBs. This initiative improved both the visual appeal and practical relevance of KB articles, further enhancing agent performance in handling customer interactions.
These achievements underscore Victor’s strategic vision, technical expertise, and dedication to improving both content quality and operational outcomes at Blackhawk Network.
- 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 6 words used.
See the documents attached, thank you!
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