HomeServe USA - Jimmy Patterson
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 3 million customers and handling 2.5MM calls annually with a <30 sec av. speed to answer & 98% claims satisfaction rating!
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Professional of the Year
Nomination Title: Jimmy Patterson - Passionately Leading our People to Service Excellence
Tell the story about what this nominee achieved since the beginning of July 2016 (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 is fortunate to have many talented leaders who are deserving of recognition, and for this nomination, we are proud to introduce you to Jimmy Patterson. Jimmy joined HomeServe as a Call Center Supervisor in 2013. During his first 2 years in the business, Jimmy was enthusiastically devoted to learning every aspect of HomeServe’s business. It was this drive, combined with his unrivaled passion for people that made him a natural leader and created a culture of excellence in the teams he led. His many successes set the stage for him to lead a variety of teams and, ultimately, to his advancement to Assistant Manager of Inbound Customer Service, where his teams handle over 1.4 million calls from our customers each year.
Because of his outstanding contributions, Jimmy was recently recognized as a President’s award nominee and will be attending the end of year ceremony in April 2018 where he has the chance to be selected for an all-expenses paid trip to New York.
Jimmy has an unparalleled focus on the customer experience and relentlessly pursues the highest standard of excellence for the HomeServe team. His efforts in reimagining how customer service should work starts with an employee focus and a belief that happy employees will be energized to promote the HomeServe brand in every customer interaction. His exceptional work and belief in developing people has resulted in:
-Arecord high employee happiness rating (as opposed to satisfaction) of 8.25 / 10
-93% of the customer service leadership team was recruited from internal positions.
Jimmy’s determination to revolutionize how HomeServe interacts with customers led to the creation of a new customer service format that transformed our understanding of the contact center experience. He pioneered a concept that led to a unique approach, which was unconstrained by conventional metrics, scripts, or measured productivity and provides a differentiated customer experience. This came to be known as the “WOW Philosophy’ and is represented by the customer focused mantra of “We put the customer at the HEART of everything we do”. Jimmy taught the agents to look for unusual opportunities to demonstrate to our customers that we are listening and that we truly care. He empowered them to recommend unconventional solutions and take actions that were previously out of reach. This was made possible by Jimmy’s continuous innovation and drive. Several examples of the results are included in the supporting documentation.
While focusing on customer and employee experience, Jimmy has also shown remarkable attention to the quality and efficiency of our new hire training plans. During the summer of 2017, Jimmy spearheaded a distinctive training development project aimed at reducing new hire training times while improving training outcomes. Through an iterative, agile based effort, Jimmy demonstrated a 60% reduction in training hours, a 12% improvement in new hire sales conversions, and an annual saving of $300,000 in new hire training expense.
HomeServe holds itself to the highest standard of regulatory compliance. Jimmy has always demonstrated a strong commitment to exceeding what is expected of us in this regard. In fact, Jimmy has now led the team to 27 consecutive months of results above goal for this key metric. This achievement has become a point of pride for the company and Jimmy continues what is now a tradition in exceptional fashion.
We hold Jimmy in the highest regard and are delighted with his exceptional achievements leading our Contact Center to the highest standards of customer service. We hope you agree with us that Jimmy is a worthy recipient of this prestigious award.
Thank you for your consideration.