DHL Express Guatemala's Maria de los Angeles Callejas
Company: DHL Express, Guatemala, Guatemala
Company Description: DHL Express is a division of the German logistics company Deutsche Post DHL providing international express mail services. Deutsche Post is the world's largest logistics company operating around the world. DHL is a world market leader in sea and air mail.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Other Service Industries
Nomination Title: Maria de los Angeles Callejas
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:
It is with great pleasure as a Customer Service Leader to nominate one of our Top Performers in Front-Line Customer Service for achieving consistently on her KPI since July 2015 through out November 2016; Maria de los Angeles Callejas has been with the company since June 14th 2014, as a Customer Service Representative for DHL, S.A. Guatemala. In Customer Service every representative in their job description has a list of KPI they need to achieve.
Starting with our Quality KPIs, She has demonstrated with her Quality Assurance Score of 97% YTD 2016 her commitment in providing a Great Customer Service to our Customers; this can also be evidenced in our external program called Mystery Shopper, this calls are monitor by an external company and her score is 100% YTD 2016; We have also a PCIS (Post Customer Interaction Survey), is a call made to our customers to find out the level of satisfaction after an interaction with our representatives, her YTD 2016 Score is 98%, she has a clear and understanding view of our customers’ needs.
With our Sales KPIs is Up selling Target (46% for 2016, 38% for 2015) which they need to achieve on a monthly basis; Up-Selling is composed of four different products DHL offers, Not only we have an Upselling Target, but also an individual goal for each one of the products, which are 1. Insurance for packages; 2. Extended Liability for documents; 3. Express Service within time definite; 4. Value added Services in example, packing, customs procedures, among others; Up Selling is calculated based on the number of Pick Ups programmed by the agent and conversion of the number of products sold within those pickups. In example if the representative has programmed 10 pickups, they need to at least sell 5 products to have a 50% conversion in order to achieve the 46% target. Maria de los Angeles Callejas, has not only achieved the target consistently though out July 2015 – November 2016 but also surpassed the goal, her Year to Date for 2015 in Up Selling was 66% a 28% above Target; her Year to Date up to November 2016 is 70% a 24% above Target.
She is in charge of a program called RPA (Remote), consists in programming pickups in other countries as an import shipment to Guatemala, it is a complex process that requires a lot of organization as well as effective communication and follow up, she has lead this program into success and has been recognize by the process owner.
She has shine in our Wall of Fame called “Warrior of the Month” as a Top Performer on the months of July (100 pts) and October (107pts) 2016; this award includes the accomplishment of all KPI as part of our incentive plan for Customer Service.
Addition to our KPIs, there are 2 Sales Campaigns in place; the first campaigns is called Sales Leads it consist on capturing potential customers by referring them to our Sales Department and finally have those customers open an account with DHL to begin a business relationship; Maria de los Angeles has won the trimester price twice Q1 and Q3 referring about 30 potential customers which 5 of them have activated and account with DHL; The second campaigns which started on May 2016, consist on Selling Cash Shipments Per Day (SPD) she has been the Top Performer by being first place during 6 consecutive months (May-Nov) selling a total of 462 Cash Shipments making a significant contribution to our revenue.
Due to her outstanding achievement she was nominated 2 times as employee of the Quarter, this program is a platform used by employees to recognize and appreciate a coworker for their achievement.
She was given the opportunity to apply for a Tele Sales Representative position available, going through the selection process, her profile was selected and given the opportunity to be part of the sales Department.