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DHL Express Zambia - Young Customer Service Professional of the Year

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: DHL Express, Nairobi, Kenya
Company Description: DHL forms the world’s leading mail and logistics group. We have an unrivaled portfolio of standardized products and innovative custom solutions. And with our Strategy 2020, we commit to becoming the company that defines the logistics industry.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Business Services Industries

Nomination Title: DHL Express Zambia: Emmy Chellah

Tell the story about what this nominee achieved since the beginning of July 2017 (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:

Emmy is 29 years old and has worked for DHL Express for 9 years and has 9 years’ experience in Customer Service. In her current role, she handles claims and complaints. She has a rich organizational culture, is a fast thinker, problem solver and a go to person. She is always engaged and is always willing to wear different hats. This helps her provide unmatched service because she anticipates the customer’s needs and wants even before they mention them thereby making the overall customer service team the best in class.

Emmy has constantly met her KPI targets namely in claims and complaints resolution, quality and request monitoring, always has zero 2nd requests, 100% on time customer call back, 80% trace resolution within 1 day and 100% job knowledge. She has proved to be a reliable individual who always steps up to the task and ensures closure to the customers’ satisfaction within the company policy.

As the supervisor of the team, she spends time on the ground coaching the team, maximizing revenue opportunities and restoring customer confidence through service recovery initiatives. All these attributes have not gone un-noticed in the past. She is a five time award winner from renowned local and international institutions. In 2015 and 2016, she was awarded with two American Stevie Awards namely Young customer service professional of the year 2016 and Customer service professional of the year 2015. On the country front, she was awarded by your institution with two awards. In 2017, she received the award for Contact Centre Agent of the year and in 2015, she received the Customer service professional of the year award.

Emmy is greatly appreciated by both internal colleagues and external customers who actually take time to show their appreciation. One customer from G4S had an urgent shipment that they needed. At the time she received the call, the customer did not even have the tracking number, which could have made it impossible for her to trace the shipment but that did not stop her. She took time to check through the system, which was time consuming but later managed to trace the tracking number. However, the shipment needed to undergo another lengthy process of customs clearance. She did not lose focus and was determined to ensure the customer got their shipment on time and met their target for their million kwacha deal. She alerted the clearing team to push for the quickest possible timeframe and because she kept a tab on this and frequently checked for updates, the imports team managed to clear the shipment that very afternoon. But this meant the delivery was only for the following day. That was another hurdle that did not set her back, she informed the Operations Manager of the urgency of the shipment and he managed to get a courier to deliver the shipment that very afternoon. The shipment was delivered just a few minutes before close of business. The customer was ecstatic! He took time to send an e-mail to appreciate how she went an extra mile, updated him frequently and made sure the shipment was delivered on record time. Compliments for Emmy are attached.