HomeServe USA - Dee Griffith
Company: HomeServe USA
Company Description: HomeServe is a leading provider of home repair service plans to assist homeowners with plumbing, electrical, heating and AC system repairs when they need it the most. HomeServe has helped homeowners in the US since 2003 with over 2.8 million customers servicing more than 4.3 million repair plans and handling 2.4M calls annually with a <22 sec av. speed to answer & 98% claims satisfaction rating!
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - All Other Industries
Nomination Title: Consistently delivering exceptional service, while being a fantastic team player! - Dee Griffith
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:
HomeServe has very high customer service standards and many great employees making it difficult to select just one to nominate for a Stevie award, but one person that makes it impossible to ignore by consistently performing at the top of her game is Doreen (Dee) Griffith.
Dee started at HomeServe as a Customer Service temp and then promoted to a full time employee in October 2011. During her tenure Dee has also promoted into the P&C agent group after passing both insurance license tests on her first attempt.
Dee’s performance is always in the top 5% of agents and demonstrated by the following impressive results:
• Sales Performance 12 month average – 141% of goal!
• Upgrade Performance 12 month average – 160% of goal!
• Wrap Time 12 month average – 8.75 sec, 41% better than goal!
• Hold Time 12 month average – 8.5 sec, 39% better than goal!
• Customer Experience Quality Score – 14 straight months at 100%!
• An unprecedented 39 unsolicited customer commendations! (examples attached)
The HomeServe contact center nominates 8-12 individuals each quarter for the company wide Presidents Award who attend a gala event with the company executive leaders at the end of the year. Ten of the nominees are then selected for the President’s Award, which earns them a trip to our corporate office and 2 all-expenses paid days in NYC. This is the biggest accolade an agent can earn at HomeServe and Dee is the only recipient out of 400+ agents that has won this award 2 years in a row which speaks highly to her commitment and delivery working at HomeServe! This award touches on all aspects of performance against our Customer Promise and delivering an exceptional service for our customers, which Dee does on every call.
HomeServe utilizes a real-time survey tool to obtain customer feedback at all touch points in the customer journey, especially around customer service – this feedback consistently supports the exceptional work Dee does from our customers with comments like: “I called to make an inquiry and a request and give more information. They handled it very well. Dee told me everything I needed to know PLUS she gave me added information that I didn’t even know I needed. The experience was very thorough and very competent. Thank you very much”
Like all great team players, Dee is not just focused on her own performance but is also looks to help provide assistance to her peers. On many occasions, Dee has volunteered to sit with lower performers to help provide them with insight and coaching against performance goal attainment. One such situation followed a “water cooler” discussion Dee had with another agent regarding their performance. This agent was disengaged and at risk of leaving her role. Dee came to the supervisor and asked if she could help spend time with the agent to help them hit their performance numbers. Dee was willing to provide this assistance knowing that it may have a negative impact on her own performance incentive bonus. The employee that had these issues was able to meet performance goals partly due to the effort that Dee put forth and has since gone on to promote to another position within the contact center.
The culture at HomeServe is very important to the organization. So much so that we hold a Happiness Survey every two months to obtain feedback that the leadership team can act on to implement positive changes that drive employee engagement. Dee saw this as an opportunity to present an idea that she felt would drive employee engagement and created a formal presentation for the SVP of Operations. The idea sparked further discussion and as a result an Employee Events committee was established to great effect.
We are incredibly proud of the exceptional service delivered by Dee to all of our customers and hope that you agree she is worthy of this prestigious award.