HP PPS Australia - Young Customer Service Professional of the Year
Company: HP PPS Australia, Sydney, NSW
Company Division/Group: HP PPS Australia Pty Ltd
Company Description: HP Australia and New Zealand specialise in the sales, distribution and servicing of computers and printers. Employees in Australia and New Zealnd total between 400-500 approximately. Our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Technology Industries
Nomination Title: Jignesh Parekh
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:
HP recruited a number of full time technical engineers, as part of the transition to direct support for their warranty and contractual customers in personal computers, and print products. One of these new recruits was a Indian born technician who had previously worked in Africa in IT, his name is Jignesh Parekh. Technically Jignesh had a double degree in IT and passed the technical test 100%, however he was not strong in language, soft kills or negotiating skills. However, his enthusiasm about end user experience on technology and customer satisfaction was extremely high. HP recruited Jignesh on passion and attitude and had a development plan to improve his soft skills.
HP decided to take the strategy of selling commercial PC to private schools several years ago, Jignesh took on the challenge of building relationships with these schools, often in the environment of high volume of the repair work. Years later, HP still continues to sell new product to these private schools that Jignesh directly supports and during conversations that the NSW Service Delivery Manager has had with these schools, in almost every conversation, the school has referenced Jignesh for the reason why they continue to stay with HP and attribute him as one of the best technicians they have come across.
In this challenging climate, Jignesh has lead by example. Whilst his customer base has become a lot more varied over the course of 2017/18, his figures from the HP customer satisfaction has been unbelievable. Jignesh worked on 1269 repair events (an average of over 6 repair events per day) and he received surveys in 105 occasions throughout the year which is more than any other technician at HP for all of Australia and New Zealand. From these 103 surveys, he averaged 9.3 out of 10 for his professionalism, 9.4 out of 10 for his technical knowledge and 9.3 out of 10 for his ability to keep his customer informed. 90 out of the 103 customers scored him as either a 9 or 10 out of 10 from the question of whether they would recommend HP to their peers. This is the question that determine the overall Net Promotor Score for the technician and in Jignesh’s situation, he scored 81.55% in his Net Promotor Score overall for the year. This is the highest score across all technicians and he maintained that score across a sample size of almost one third more than the next technician.
The wealth of wisdom Jignesh has developed over the years is well known throughout his team. The processes he has developed have become best practice for technicians that work with him in the Sydney Team. His peers naturally see him as a mentor and a technical confidant This is also evident in customer opinion:
‘Jignesh your technician was brilliant. Easy to deal with and extremely helpful.’
‘Jignesh was very prompt and reliable to service the laptop very happy with the service he provided Love the product and the Service’
‘Courteous and attentive service from Jignesh’
‘10/10 Jignesh was very quick and resolving the issue’
If Jignesh is not our engineer, we will not re-purchase HP
HP has on a number of occasions encouraged Jignesh to develop his career, his response is “I love my job and happy in my role, I have the best job @HP.” HP continues to hire on attitude and passion as we want to attract employees, similar to Jignesh that demonstrate these customer centric traits. Jignesh is a true Customer advocate for HP.