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HomeServe USA - TaNesha Townsend

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

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: Front-Line Customer Service Professional of the Year - Other Service Industries

Nomination Title:  TaNesha Townsend - Caring for Customers Stronger than any Hurricane!

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:

While HomeServe has many exceptional front line employees worthy of recognition, we are proud to present TaNesha Townsend. TaNesha joined HomeServe as a call center agent in 2013. TaNesha’s passion for the customer and thirst for knowledge empowered her to take on roles of increasing ownership for the customer experience, serving on multiple project teams and currently serving as a member of the Repair Management WOW (RM WOW) team. TaNesha was recently recognized as a President’s Award nominee in her role. She will attend the ceremony in April 2018 where she may be selected as a finalist and participate in an expenses paid trip to New York.

Tanesha consistently demonstrates a strong passion for the customer. This is noticeable in the manner she owns customer issues to make the customer’s experience better. While these are only a few examples of many, they demonstrate TaNesha’s drive for the customer.

The example below demonstrates TaNesha’s passion for the customer and drive to always help customers when and where we can:

Homeserve experienced a significant weather event in Texas when Hurricane Harvey caused widespread flooding. Many of our customers suffered severe damage from the hurricane and were overwhelmed.

HomeServe recognized we could provide assistance to our customers in their time of need. TaNesha took on this effort to ensure we did as much as possible for our customers. Customers who called HomeServe to report a claim were identified and routed for special care. TaNesha led the effort to ensure we understood each customer’s need and how we could assist. She ensured we provided contractor information to customers so each customer could have a verified contractor to complete any repairs necessary at our negotiated rates. We then followed up with each customer to ensure any repairs done were to the customer’s satisfaction. TaNesha then identified those customers who needed additional assistance due to their present circumstances. Through this effort we were able to reimburse some customers for the total costs of repairs.

Hurricane Irma then struck the residents of Florida with flooding and wind damage. This time our customers in Florida suffered extensive damages they would need assistance with.

TaNesha once again took on this effort, jumping into action. Using the same process as we implemented for Hurricane Harvey, TaNesha identified those customers affected by Hurricane Irma who needed assistance. Through TaNesha’s efforts we were able to help customers purchase new water heaters to replace ones that were damaged by Hurricane Irma flood waters.

In the instance below, TaNesha worked with a customer who would have to live in his home with small children without power until the municipality could complete an inspection and restore power:

TaNesha took ownership of the customer’s situation, workingthroughout the day to schedule the necessary inspection to restore power to the home. After shift, TaNesha continued to consider what we could do for this customer placing the customer and his family in a hotel over the weekend while the home would remain without power.

In December 2017 HomeServe was faced with record breaking call volume due to unprecedented cold weather across much of the United States, driving a 58% increase in call volume compared to expected volume during this time of year.

TaNesha agreed to work after shift to support our customers. As the evening progressed, call volume did not subside. Putting her personal obligations aside, TaNesha stayed overnight to continue to assist customers. Within the time TaNesha worked, she was able to assist an additional 85 customers in their time of need.

TaNesha embodies HomeServe’s Customer Promise as demonstrated in the examples above. She is a leader among her peers regarding passion for the customer and taking action for our customers. TaNesha is a finalist for HomeServe’s President’s Award. It is with great pride that we submit TaNesha for this award and look forward to celebrating her accomplishments as an award winner.