Openlink Financial - Charles Eberhardt
Company: Openlink Financial, Uniondale, NY
Company Description: OpenLink is the global leader in Transaction Lifecycle Management software for the energy, commodities, corporate and financial services industries. OpenLink’s products address treasury, portfolio, trading, risk management and operations processing. OpenLink has received numerous awards and first-in-class rankings by Energy Risk, Gartner and Chartis, serving 600 clients worldwide.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Technology Industries
Nomination Title: Charles Eberhardt Champions World-Class Customer Experience at Openlink
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:
Openlink provides trading, treasury and risk management solutions for the world’s most sophisticated commodity, energy, corporate and financial services organizations. Openlink’s products are a vital component in making financial and operational decisions in our clients’ day-to-day businesses. Our software is complicated and it can take individuals years of experience to build a strong core competency. Due to the mission-critical nature of how our client’s use the product, in conjunction with product complexity, Openlink depends on front-line customer service individuals that require a unique skillset to deliver a world-class customer experience. Charles Eberhardt is one stellar example within Openlink’s customer service team that exemplifies the characteristics that ensure success for our clients.
Charles became an immediate performer and has demonstrated rapid growth to become a leader within the team. His primary focus is ensuring delivery of a superb customer experience every time our clients contact us with a question or problem. The impact Charles has brought to our clients is clearly evident in Openlink’s voice of the customer program, which collects feedback on every engagement with the customer service team. For all support interactions that Charles has managed in 2017, he recorded an average satisfaction rating above9.4, with 85% of client responses logging a 9 or a 10, and over 66% scoring Charles a perfect 10! Additionally, the net promoter score (NPS) registered for these clients was a +55, demonstrating that the positive experience Charles delivers to our clients promotes their opinion and willingness to recommend Openlink as a company based on these experiences.
Charles’ hunger to continually improve is showcased by being the single most effective analyst on the front-line and closing out the greatest number of issues that came across his desk in 2017. The mentality he brings to the team has ignited a competitive and cooperative spirit within the support organization. Charles never settles for the status quo; he demonstrated leadership by volunteering to work on several strategic projects to improve the entire customer service team, while also performing his daily tasks. In a massive commitment of time and effort, he spearheaded the implementation and wholesale replacement of a legacy incident management system and customer-facing web-portal. Due to his involvement in the project: new customer support processes were incorporated, he facilitated adoption of the new technology and operations within the team, and numerous technical defects were prevented from being implemented in the live product because of Charles’ diligence in testing script creation and execution. This new system will be the single biggest improvement to how Openlink delivers services to our clients in 2018.
“Team player” is the phrases most frequently used to describe Charles within the Openlink community. He strives to be the best, at the same time his unselfishness is showcased by his desire to see his teammates achieve success. To promote this, Charles has expanded the current training offerings to the global teams, he has created new training courses for new hires, and worked together with colleagues in India to lead a mentorship and on-boarding program to optimize Openlink’s global support for cost efficiency and scalability. A strategic goal for Openlink’s customer service team was to become ITIL certified and the organization ITIL compliant. Taking the initiative, Charles was the first person to complete the training and become ITIL certified, offering assistance to other team members along the way. Additionally, a formal product certification program for the customer support team was established by Charles for knowledge gauging and placement, creating an opportunity for employee advancement.
The unique blendof an “everything we do is for our clients” attitude, a drive to continually improve, and a dedication to bolster the organization is a rare combination that enables Charles to delight customers in his interactions and manage projects of strategic importance. In applying for the Stevie award, Openlinkrecognizes the value of Charles’ contributions in championingcustomer experience management on the front-lineand among his teammates.