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Runzheimer - Mardell Cook

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

Company: Runzheimer, Waterford, WI
Company Description: The leader in fair, accurate and defensible™ workforce mobility programs, Runzheimer connects people, companies and their vehicles in ways that drive superior productivity and business intelligence. Delivering business vehicle programs, relocation information services and business expense solutions, we additionally empower companies with our expertise, technology and world class customer service.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Business Services Industries

Nomination Title: Mardell Cook: Exceptional Customer Care

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:

Phenomenal. Selfless. Kind. Patient.

Speak these words within earshot of any Runzheimer Customer Care agent and we instantly know you are referring to Mardell Cook. Comments and compliments from customers overflow with praise for this compassionate, tenured Customer Care Specialist II. Mardell has graciously supported Runzheimer's customers for over 10 years, providing exceptional customer service and inspiring her team members to rise to her high standard of care.

Well versed in Runzheimer's products, technology, and customer service, Mardell is eager to learn new technology and methods to assist end users and facilitate Customer Care support. Since July 2016, one of Mardell's projects was to define "excellent customer service."The end result was to make a video that could be shared across the entire company for training purposes. Mardell was initially concerned about the technical aspects of producing the video. However, she embraced the challenge and succeeded in developing multiple recordings to be shared with the company that highlight how Runzheimer Customer Care delivers best in class customer service each and every day.

In addition to excelling at her daily support activities, Mardell adds value to the entire department with her selfless attitude, willingness to teach, and team-first mentality. She seeks to identify best practices and opportunities within our onboarding and training processes to ensure we are providing exceptional training and support for each new team member. She truly leads by example as demonstrated by her performance and quality objectives this past year:

-Adherence to schedule goal: 85%; Mardell’s score: 97%
-After call work time goal: under 70 seconds; Mardell’s score: 57 seconds
-Chat quality goal: 90-93%; Mardell’s score: 96%
-Email quality goal: 90-93%; Mardell’s score: 96%
-Phone quality goal: 94-96%; Mardell’s score: 98%

Given her wealth of knowledgeand friendly demeanor, Mardell is frequently chosen to mentor new team members in Customer Care, as well as many from other departments within the company. Her exuberant team spirit is contagious and on full display at every company event, such as our annual ugly sweater contest. Mardell’s leadership and expertise within Customer Care have also made her a valued asset of our Customer Advisory Board where she shares valuable customer feedback to help improve our products and services.

Mardell embodies our corporate values and is motivated to help others both professionally and personally. Whether she's calmly educating an end user regarding program parameters, assisting a veteran onto an Honor Flight, or helping her grandsons with their homework, Mardell exudes warmth, patience, consideration, and consistently treats everyone as a cherished friend.

We are incredibly proud of the exceptional customer care delivered by Mardell to all of our customers and hope that you agree she is worthy of this prestigious award.