SmartLinx Solutions - Thomas VanAntwerp
Company: SmartLinx Solutions, Edison, NJ
Company Description: SmartLinx Solutions is a leader in workforce management solutions helps create high-performing organizations with a centralized, integrated suite of workforce management solutions that helps free up staff to focus on the business. We also help clients gain new efficiencies & better manage, monitor & optimize costs all while staying in compliance with federal, industry & internal workforce policies
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Technology Industries
Nomination Title: Thomas VanAntwerp
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:
SmartLinx Solutions is an industry leader in Workforce Management solutions, with products covering a large array of functions in the long-term health care industry, ranging from scheduling and time-keeping to payroll processing and employee benefit management. These functions routinely involve critical, time-sensitive deadlines that cannot afford delay due to application issues and/or periods of peak support volume. Ensuring that the support organization can dedicate the appropriate amount of time to these issues is vital to achieving customer success.
In July 2016, having just recently transitioned from his position as the top performing agent on the Customer Support team, Thomas VanAntwerp moved into a team lead role to take on a more prominent position in the progression of the support organization. Thomas was presented with the challenging task of identifying a solution to reduce overall case volume, as well as enable customers through knowledge-share and self-service. Not only did Thomas succeed, he also streamlined day-to-day operations and engineered services functions to cultivate continual growth in customer education. In just a few months, Thomas successfully:
-Managed the development and publication of over 500 individual knowledge articles along with detailed support procedures for creating content such as how-to articles, daily processing check-lists, and video walk-throughs.
-Single-handedly re-designed the SmartLinx customer support center website to draw more users to self-service education and the embedded Knowledge Base.
-Incorporated efficiency tools, such as an article suggestion prompt that is presented upon ticket creation to help drive users to available solutions and prevent the need to contact customer support.
-Increased customer satisfaction survey scores (CSAT) to an average 2.85 (out of 3) dating back to July 2016.
To track quantifiable metrics, Thomas incorporated Google Analytics on the support center web portal achieving the following observable data points as a result.
-Reduced web portal case submissions by 40%!
-Increased user interaction (viewing) of knowledge article search results by 53%
In addition to these behind-the-scenes projects, Thomas routinely exhibits the characteristics of a natural leader. From day one in his new role, he has taken team members under his wing and personally trained new hires on the comprehensive suite of applications to instill confidence and preparedness for navigating the dynamic terrain of customer service. He has an innate ability to relay information in an easily-digestible manner that is conducive to fast progression of internal knowledge.
SmartLinx has experienced a significantly improved support specialist ramp-up period under Thomas’s leadership. As a company first, he developed an advanced support specialist training curriculum resulting in fast promotion of three individual new hires from day one to front-line support in less than four weeks. He also conducted compartmental cross-training sessions to allow individual team members to grow knowledge of specific applications they had not had in-depth exposure to previously. As a result of his experience, he is routinely consulted by various internal teams throughout the organization to provide insight on customer relationships, application functionality, and techniques for solving complex problem scenarios.
Over this past year, Thomas has glowingly exemplified a customer-first mentality by always working to identify new and innovative methods to help our clients be successful. The driving factor behind Thomas’s efforts is his passion for customer service. He consistently steps outside of his comfort zone to tackle sensitive client issues and strives to be involved in all efforts to leave a positive, lasting impression with clients. Customers will often mention Thomas by name when working through an issue and request his involvement, and though he has moved beyond front-line support, he is always willing to help. He desires to be included and aware of anything related to support and can frequently be seen working through issues after hours and on weekends. Through these efforts, he has demonstrated dedication and leadership to the support team that sparks a contagious air of creativity and excitement to offer the best customer service possible now, and into the future!