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Company: DHL Express, Tempe, AZ
Company Description: DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers. A global network composed of more than 220 countries and territories and 275,000 employees worldwide offers customers superior service quality and local knowledge to satisfy their supply chain requirements.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Contact Center Professional of the Year

Nomination Title: Patricia McGee, Customer Service Professional

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:

In the Key Account Customer Service department we provide a specialized
service to our customers whose support requirements are beyond that which is
typically available through general customer service. The shipments from
these customers require special handling, proactive service monitoring and
additional customer touch points tailored to each customer’s individual
needs.

Key Accounts Representatives are assigned specific customers and closely work
with preselected individuals within each account, providing the extra support
functions necessary for their business. These extra services are value-added
and provided at no additional cost.

During this past year Patricia “Trish” McGee has been instrumental in not only
maintaining strong relationships with our Key Account customers but securing
the business for any “at risk” customer.

In 2010 DHL won the opportunity from a new customer to commence the shipping
of the new Google phones through our network. With this new business came not
only an increased volume of shipping but also the challenge to ensure these
shipments - mostly consigned to residences and requiring an authorized
delivery signature - had a successful first-time delivery ratio.

To help manage this process, Trish worked with our new customer and developed
a unique course of action for a mutual real-time viewing option via online
applications for both DHL and our customer. This allowed both DHL and our
customer to not only view the shipment status at the same time but to make
instant updates to the customer of delivery locations and delivery
acknowledgements. The result was our customer was extremely satisfied with
this process and praised Trish for her “out of the box” thinking. Further DHL
has had an outstanding success rate of residential deliveries for our
customer.

When DHL lost a $400,000 a month account to a competitor, Trish worked
diligently to make certain DHL won this business back. As the customer was
unsatisfied with the turnaround time on shipping documentation, Trish worked
with the local DHL station, DHL management and US and international customs
for a solution. The result was Trish was able to present to our customer an
improved service level for their request and DHL was able to win back the
business after only 2 weeks.

For her efforts in the above two examples, Trish was awarded the DHL Gold
award which is the highest achievement award for supporting the DHL business
mission as an International Specialist. Trish also received the “DHL Everyday
Hero” award for her work in bringing back the previously lost business.

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]:

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

Trish has worked for DHL 5 years. She is an employee who continues to
challenge herself. Trish started with DHL in our tracking department then
quickly moved to the Imports area tracing US inbound shipments. Trish then
moved to the Key Accounts department and was promoted to the Executive
Escalation/Customer Care team handling all customer issues with concentration
on this escalated by the DHL Executive Office.