Company: Support Services Group, Inc. | Waco, TX USA
Company Description: Support Services Group was founded in 1998 and is a leading provider of various types of Consumer Support, including Technical Support, Help Desk Services, Customer Service, Ecommerce and Retail Support, Lead Generation, B2B/B2C Sales, Sales Support, Chat Support, Email Support, and Knowledgebase Management. We have 7 contact center locations across the United States, Latin America, and Canada.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - All Other Industries
 Nomination Title: Krisztina Varga
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated woman, OR written answers to the questions? (Choose one):
An essay/case study of up to 650 words
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 110 words used.
Krisztina Varga, a Customer Service Advocate in the French-language team [REDACTED FOR PUBLICATION], started her journey at SSG on April 20, 2020. From the start, she has wholeheartedly embraced her role, leveraging her innate confidence, creativity, and exceptional communication skills to serve clients' customers.
Her passion for excellence has led her to cultivate a reputation as a trusted problem solver, adept at identifying and resolving complex customer concerns. Krisztina is committed to continuous improvement, constantly seeking new knowledge and refining her skills to deliver unmatched customer satisfaction.
Throughout her tenure at SSG, Krisztina has consistently demonstrated dedication to providing exceptional customer service, earning her colleagues' and customers' respect and admiration.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 215 words used.
Krisztina Varga's achievements are notably enhanced by her commitment to external knowledge, which has played a pivotal role in bolstering her customer service skills and fueling her professional growth. Krisztina has assembled a compelling collection of supporting materials by actively seeking and integrating external resources.
These materials showcase her dedication to staying informed and highlight her refined approach to customer service. Krisztina's continuous expansion of her skillset through lifelong learning empowers her to deliver exceptional service consistently. This commitment allows her to adapt to evolving demands and significantly contribute to SSG's success.
Attached you will find the supporting materials that attest to Krisztina's proactive approach to external knowledge, underscoring her dedication to professional development and the ongoing enhancement of her contributions to the team.
Please refer to the attached supporting materials as well as the following details:
2022: Positive experience: 100%, Resolution rate: 98.3%, Response rate: 62.8%, 5* score: 98.3%, quality score: 95%
2023: Positive experience: 99.6%, Resolution rate: 98.7%, Response rate: 70.7% (highest in the French team), 5* score: 97.2%, quality score: 91%
Certificates: Employee of the quarter 2022 Q1, 2023 Q2
Improvement in resolution rate due to the knowledge shared: +2%
2022: French Team incident resolution: 86.9%
2023: French team incident resolution: 88.7%
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominee's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 201 words used.
Since joining SSG, Krisztina Varga has been committed to providing exceptional customer service. Throughout her tenure, she has proudly contributed to the team's success.
Krisztina actively participates in onboarding new Customer Service Advocates, providing invaluable guidance and support. She willingly shares her knowledge and experience to ensure new hires quickly adapt to their roles and deliver exceptional service. Her expertise and problem-solving skills make her a sought-after resource among her colleagues, fostering a collaborative and supportive work environment.
Krisztina goes the extra mile to assist others, significantly contributing to the team's success. Her commitment to customer satisfaction is evident in her consistently high performance metrics. Since joining the team, she has handled over 5,500 calls, achieving a remarkable positive score of 99.60% and a resolution rate of 98.02%.
Her ability to effectively connect with customers and resolve their issues has earned her numerous positive feedback and a reputation as a trusted advisor. Krisztina's passion for excellence and commitment to continuous improvement drives her to seek new knowledge and consistently refine her skills to deliver unmatched customer satisfaction. Her positive attitude, empathy, and willingness to go the extra mile make Krisztina an exemplary representative of SSG's customer service team.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 195 words used.
Krisztina Varga's achievements are unique and significant, stemming from her proactive approach and valuable contributions to the French Team at SSG. Since the beginning, she has prepared additional tools, such as her presentations that she has named Krisztina's Fluff, which involves creating educational materials in French.
Last year, her leaders suggested the addition of slides titled Krisztina's Corner to the weekly French-language meeting presentations. The impact of these presentations is evident as Krisztina has received much positive feedback from colleagues who continue to benefit from the educational materials she has created.
During interactions with her team, Krisztina consistently shares her experiences and insights. Her ability to connect with clients is noteworthy, as they appreciate talking to her and willingly share essential information. This valuable client feedback aids Krisztina in completing her job perfectly and enables her to pass on crucial information to her colleagues.
Recently, she further demonstrated her commitment to enhancing team knowledge by preparing a video concerning the functionality and troubleshooting of the [REDACTED FOR PUBLICATION] app [REDACTED FOR PUBLICATION]. This video was shared with the French Team [REDACTED FOR PUBLICATION], showcasing her dedication to providing relevant and helpful resources for the team's success.
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