Network Alliance's Corey Orr, Front-Line Customer Service Professional

 

 

Gold Stevie Award Winner 2017, Click to Enter The 2018 Stevie Awards for Sales and Customer Service

Company: Network Alliance, Reston, VA
Entry Submitted By: RMR & Associates
Company Description: For more than 19 years, Network Alliance, Inc. (Network Alliance) has been delivering high-quality, dependable and cost-effective solutions for organizations’ IT management needs. A one-stop shop for IT solutions and services, Network Alliance’s expertise, reliability and unmatched client services approach differentiate it from the competition.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Technology Industries

Nomination Title: Corey Orr

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:

Having the ability to come to work every day knowing that I’m able to help someone better understand technology, makes technical support more than just a job for me.

Over the past year I’ve vastly improved my abilities as a technician with things such as: client relations, effectiveness, and efficiency. Since last year my calls taken per day have almost doubled, as well as the number of satisfied clients. Around mid- year 2015 I found myself towards the bottom of the tier I technicians, my numbers were low, along with my self-esteem, and my work quality. I decided to turn my numbers around by making myself believe I was able to do better than what I had been doing, taking quality time with each customer, and studying work related materials that helped my overall knowledge and outlook on daily interactions. Since then I have become the call center leader in calls taken per day, resolving issues in an average of one minute and thirty-six seconds faster than other technicians, and in the highest average client satisfaction percentages. Along with these numbers I also hold the longest time without calling in sick, with just over one year, and seven months.

I’m always willing to help anyone that has questions both internally and externally. In my three years with Network Alliance I have gained the respect of my colleagues and the clients I work with each day by always willing to go above and beyond client expectations, while also never turning away requests from other technicians or management. Whenever an associate has a question they’ll normally come to me with their issue. I’ve received multiple commendations from clients, and the client knows their issue will be resolved the first time, and they’re able to rest easy knowing I will follow through with their issue.

Here are just samples of comments that clients have left on our CRM system for cases I’ve worked.

• “Again, the technical support has been outstanding. This one took a little time to get resolved but the technician was extremely cordial through the entire process and resolved my problem. Never have I not received outstanding service from professional technicians.”
• “Thank you, Corey. As always, you were extremely helpful!”
• “Corey is a huge asset to NAI! Thanks for your help.”
• “Corey is very courteous and professional and was very quick to resolve my problem.”

To ensure I’m providing great service, I keep track of my reviews and scores that our clients have the option of filling out after a case is resolved. We’re judged in 5 categories as well as a free and open comments section were the comments are not filtered, regardless whether they’re bad or good, they go right on the front page of our Network Alliance website for our current and potential clients to see. Listed below are my numbers for 2016 (The % is a total of 4’s and 5’s in a one to five scale. One being the works and five being the best.)

Communication:
99.26%

Courteous:
100%

Knowledgeable:
99.28%

Satisfaction:
97.12%

Timely
99.26%