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Sun Basket - Johnny Vu

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

Company: Sun Basket, San Jose, CA
Company Description: Sun Basket makes it easy to cook healthy. Organic, sustainably sourced ingredients and delicious recipes, delivered directly to your door every week ready to eat in between 20 & 45 mins!
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - Other Service Industries

Nomination Title: Johnny Vu - Back-Office Customer Service Professional of the Year

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:

Customer service is a key lifeblood of any organization. For a subscription-based startup, this is even more so as your customers “vote” on a weekly basis if they believe your service is a viable one that they not only see value in, but also believe will be there to help them when something goes wrong. Having great customer orientated individuals who truly understand the vision of a startup and are willing to take a bet on the future growth of the company is critical in being able to establish the relationships needed within the company, with customers, and with vendors to enable growth.

Here at Sun Basket we have had the opportunity to watch the professional growth of Johnny Vu. In his time with Sun Basket he has moved from agent, to lead and to his current role of Information System Analyst. Johnny moved into the ISA role in the customer service operations department back in February 2017. He joined the team to assist with the deployment of Salesforce Service Cloud and Genesys PureCloud. Johnny stepped into this role with no knowledge of either of these core products. As soon as he stepped into the role he grasped just how large these deployments were and immediately began researching and self teaching every possible aspect of these solutions. Johnny is now the subject matter expert, lead admin and lead developer for the entire Salesforce platform at Sun Basket.

Even through the end of deployment Johnny made himself available for a multitude of other projects and responsibilities. He coordinated efforts amongst leads on their day to day challenges. He developed and deployed the training materials for the ServiceCloud and PureCloud launch. He acted as a frontline rep for our IT department to decrease the number of cases to their queue. When our agent queues grew he jumped in and assisted. You could also often find him assisting our agent help desk to support escalations and general questions.

Attached to this submission you will find individual feedback we have received about Johnny from peers, agents, managers and vendors.

Since taking the position Johnny has been key in the launch of more than half a dozen solutions. Johnny's manager summarizes: "With my years of experience I can say with confidence that Johnny is a rare breed that focuses on the success of the entire company. This is from the frontline to the needs of the executive team. I have no doubt that Johnny should be a winner of this award."