Concentrix' Tamia Theobald, Young Customer Service Professional of the Year
Company: Concentrix, Australia / New Zealand
Company Description: Concentrix is a wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX),We are a global provider of business services. Our focus is on our clients business imperatives and improving their business outcomes. Bringing both strategy and execution, we take a holistic approach to customer engagement and deploy capabilities and assets.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year
Nomination Title: Tamia Theobald
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:
When Concentrix hired Tamia to become part of their customer service team at the age of 17, she was more than grateful for the opportunity to prove that age is merely a number and it was this motivation, dedication and determination that has resulted in her achievements to date.
Tamia had never worked at a call centre before, so starting at Concentrix opened up a whole new world of customer service and sales for her. Eager to prove herself, she quickly excelled at sales by dialing twice as many customers than that of her peers and continuously setting personal goals to reach additional targets each day.
Continuously reaching targets for sales felt extremely rewarding but Tamia felt like she needed to extend her skillset to broaden her knowledge within the company. In early January 2016 she successfully applied and was hired to become part of the Zendesk email team which was a fairly new line of business at the time. It was from this account that Tamia was able to gain further product knowledge that not only impacted and changed the way she spoke on the phones but also impacted her peers as she was able to share information and assist with difficult situations regarding our website. Tamia started to really excel at emails in her third week and was continuously holding the record for the most emails solved each day.
Tamia’s management had started to notice a positive trend in the work she was producing and it was from here that she had been selected to join the Verification team which was a new line of business that Concentrix had taken on in the support of our client.
The challenge for Tamia was to stay up to speed with 3 lines of business (LOB) as well as being flexible to move quickly between the 3, as workload demanded. Tamia worked with her team leader so that the focus was kept simple for each LOB – for a month Tamia’s targets were: 30 emails an hour, $100 an hour and have the best wrap and preview time for calls. This was the trigger Tamia needed to ensure she stayed at the top of her performance and to give her the confidence to successfully manage the increased expectation. By end of month she had successfully exceeded her targets with an average $120 in revenue, 42 emails per hour and a combined wrap and preview of 26 secs (target of 40sec). This achievement awarded Tamia the Concentrix Account monthly 'Unsung Hero' award.
In addition to the above mentioned achievements, Tamia has reached a number of personal and professional goals this year which has provided outstanding value to Concentrix and our client, some of Tamia’s key achievements are:
• Achieving $3,000 a day in sales revenue, exceeding the daily target of $100 ($750) an hour by 400%
• Becoming the only person on the account to support all three lines of business
• Maintaining a 51% conversion to sale on all outbound interactions including service calls
Tamia aims to make every customer experience a positive one, by building strong rapport with each person she speaks to and attempts to convey to each customer that it’s not just a ticket that they are purchasing, but a life that they are changing and that’s how she is able to gain such a strong trust with customers. Tamia goes above and beyond for customers by personally calling specific customers so that they don't miss out on tickets each month or even by calling just to check on how our regulars are going.
Tamia is continuously looking at ways to exceed expectations and not let the limitations of age or previous experience hold her back. Tamia has successfully managed to use challenges that were once barriers, as motivation to push her to where she is today and that is what makes her a strong candidate for Young Professional.