eMoney Advisor - Gabriella Borkowski
Company: eMoney Advisor, LLC, Radnor, PA
Company Description: eMoney Advisor (“eMoney”), based in Radnor, Pennsylvania, is a leading provider of advanced wealth planning solutions for financial advisors with a focus on quality of service. eMoney is the only wealth- planning system for financial advisors that offers superior transparency, accessibility, security, and organization for everything that affects their client’s financial lives.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Technology Industries
Nomination Title: Gabriella Borkowski - Front Line CS Professional of the Year
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:
In September 2016, a client contacted eMoney Advisor’s Client Engagement department regarding a software entitlement discrepancy. After thorough investigation it was discovered that this client’s access was not correctly configured, however due to a miscommunication regarding technical limitations it would require the manual transfer of 151 pages of investment data to resolve the issue. While this escalated issue was far from a typical customer request, the Engagement team handling the case emphatically pledged to go above and beyond to input over 3,000 lines of data under severe time constraints in order to help this caller meet her deadline.
Instead of viewing this case as a potentially grueling process, Client Support Specialist Gabriella Borkowski led the charge to spearhead this project to a timely completion. Gabi offered her assistance and all of her downtime between servicing other clients, even volunteering additional hours on evenings and weekends at home with her toddler. Of the 151 pages of data, all of which had to be manually entered one line at a time into the software, Gabi completed around 75 pages on her own. While it was a collaborative effort for her team, Gabi was just the kind of dedicated, hard-worker needed to meet their deadline – she finished entering over 1500 lines of data in just two days and exhibited nothing but humility and the glow of accomplishing a task.
The perseverance and tenacity demonstrated in this instance is exactly what the Engagement team can expect from Gabi, a caring and dedicated individual whose compassion for clients is second to none. In her capacity as Client Support Specialist, Gabi is routinely known for her patience and thoroughness. When servicing client calls, she consistently goes out of her way to deconstruct complex software questions and to provide detailed explanations with navigable steps. Never hesitating to ask clarifying questions or reach out for additional information, Gabi’s care leaves clients feeling fulfilled and reassured. Averaging about 90 cases per week, Gabi’s attentiveness to each caller’s unique circumstances and concerns acts as a bright example of the level of transparency and accountability needed to provide excellent service.
In addition to answering inbound calls, Gabi adds value to the entire department through her actions and attitude. Since Engagement is an entry-level department, many representatives are new to the business world. Gabi’s maturity and warmth helps to uphold the core Engagement values of Family, Integrity, and Tenacity. Because of her knack for teaching, Gabi is regularly selected to be paired with new hires for call shadowing and coaching projects. Gabi’s camaraderie and team spirit are also demonstrated through organizing fun department events like potlucks, office Olympics, and employee committee events. Drawing from her expertise, Gabi’s insights also make her a valued member of the Client Support Specialist Process Team which seeks to identify best practices and opportunities within internal training and workflow processes for the department.
Gabi’s powerful positivity isn’t her only strong suit – she is also one of the most efficient representatives on the floor, single-handedly servicing over 4,000 cases in under a year as a phone rep. Gabi’s disciplined work ethic also boasts an average “Not Ready Time” of zero seconds between calls, which helps contribute to the overall department’s efficiency as well. Moreover, in spite of the sheer volume of cases Gabi has successfully handled, the quality of her service has never diminished. 93% of callers surveyed had positive experiences with Gabi, and over 96% of callers surveyed praised her ownership and felt their questions had been addressed and answered to their satisfaction. Gabi has even garnered written praise from clients, who have reached out to her managers and thanked them for assembling a quality service team! As a front-line representative, Gabi’s great success shows her appreciation for quality service and the responsibilities of being both a voice for her company and an advocate for her clients.