Runzheimer - Trevor Doetsch
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: Young Customer Service Professional of the Year - Business Services Industries
Nomination Title: Trevor “Exceed Customer Expectations” Doetsch
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:
Runzheimer has best in class customer service standards. Many of our customer service agents under 30 meet these standards. This made our decision to submitt only one person for this Awardvery difficult. We decided, as we often do, to involve our team in the decision-making process. The team overwhelmingly chose Trevor Doetsch to represent Runzheimer’s Customer Care department.
After completing his bachelor degree, Trevor joined Customer Care as seasonal support in December 2015. From day one, he impressed us with his passion to help customers and his fellow seasonal support team members. Quick to grasp concepts, Trevor is known for his inquisitive nature and ability to share the knowledge he learns in an easy to understand manner. “Good enough” is not good enough for Trevor; he pushes himself and inspires team members to exceed expectations and provide excellent service to every customer.
In three months, Trevor transitioned from seasonal support to a full time role on our Customer Care team. Within the next year, he mastered participant support and began expanding into administrative service. He embraced the challenge of supporting both our clients on the administrative and participant levels, while maintaining his high performance levels and quality standards. We regularly receive positive feedback about Trevor’s ability to provide exceptional service to both clients and end users. While widening his knowledge base, Trevor is also developing his leadership skills and actively assisting other team members, providing accurate and timely responses to increase our first call resolution rate.
Given his strong leadership skills, Trevor is always on the lookout for ways to assist his fellow team members and provide support to new employees. He recently decided to take on the challenge of being a remote employee and adjusted his schedule to provide customer support later in the evening.In addition, Trevor helps team members of varying experience, balancing that activity while responding to his own assigned calls and emails. Trevor leads by example in exceeding our previous year performance and quality objectives:
-Adherence to schedule goal: 85%; Trevor’s score: 96%
-After call work time goal: under 70 seconds; Trevor’s score: 36 seconds
-Chat quality goal: 90-93%; Trevor’s score: 95%
-Email quality goal: 90-93%; Trevor’s score: 95%
-Phone quality goal: 94-96%; Trevor’s score: 97%
His excellent after call work time is public to other team members and inspired several to decrease their own times, thereby increasing the team’s efficiency and availability to handle interactions.
Trevor is persistent and determined to learn everything he can that will help our customers and his team members. When presented with a client concern, he actively investigates, outlines the problem, and determines at least two possible solutions that would benefit the client. One client in particular requested to transition from one service to another on a specific date and did not realize theimpact it would have onthe employees until the date of the transition. Panicked, the client contacted Customer Care where Trevor calmly resolved the problem and assured the client that the employee impact would be minimal. Trevor immediately took action to ensure the client was taken care of beforedocumentinga new process to avoid this situation for other clients in the future.
Trevor eagerly volunteers for projects when they are offered; he considers each project an opportunity to expand his skills and experience. Despite the challenge of learning new software or products, Trevor overcomes and thrives. Leaders and team members can depend on Trevor’s project involvement to include thorough research, incredible efficiency, and professional presentation to upper management and clients.
As a team and company, nominating Trevor for this award is a testament to his exemplary service and our company values: integrity, teamwork, leadership, excellence, initiative, innovation, and respect. We hope you agree that Trevor is worthy of this accolade.