Company: Turo
Company Description: Turo is the world’s largest peer-to-peer car-sharing marketplace where you can book any car you want, wherever you want it, from a vibrant community of trusted hosts across the US, Canada, AU, Fr, and the UK. Guests choose from a totally unique selection of nearby cars, while hosts earn extra cash to offset the costs of car ownership.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Woman of the Year in Customer Service
 Nomination Title: Julie Weingardt, COO
- 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):
- 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):
Written answers to the questions
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 98 words used.
Julie is an operations executive who believes the most important customer interaction is the one that happens next. Julie strives to transform customer touchpoints into powerful relationships and brand-building tools through the use of highly efficient business practices, whether consumers choose phone, chat, SMS, email, social, or self service. With 30 years of operations and contact center experience, she is particularly skilled at developing and executing omni-channel operational solutions across a wide variety of verticals using combinations of internal and outsourced teams. In addition to Turo, her career background includes executive operational roles at Startek, Sitel, and Sykes.
- 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 120 words used.
- Started in January of 2019 as Sr. Director of Customer Support and progressed to Chief Operating Officer on March 1st, 2022.
- Scaled the Turo Operations organization from a headcount of 35 to 176 from 2019 to present in support of Turo's international business expansion efforts.
- Designed and deployed a global BPO network to support Turo's host and guests. Scaled this network from 200 agents to 2,000+ agents in 10 sites across 4 geographies.
- Led the implementation of a dedicated support team for Turo's most valuable cohort of hosts, Power Hosts. Resulted in a 12% increase in their CSAT between July 2022 and July 2023, consistently achieving 90% CSAT.
- Spearheaded the redesign and implementation of Turo's support business operations platform.
- 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 217 words used.
- Transformed customer support from a standalone team to an integrated support experience function, establishing a strategic advantage for Turo and infusing customer voice into all Turo functions including product development, claims, engineering, sales, resulting in a 20.5% pp (60% to 80.5% YTD FY 2023) increase in customer satisfaction.
- Scaled Operations not merely by increasing headcount, but by wholly redesigning the organization for rapid, high-quality support deployment to community of host, guests, and agents.
- Achieved a 257% increase in QA (Quality Assurance) evaluations during 2020-2021 while improving performance by 5%.
- Latest Culture Amp Engagement scores for Operations, addressing employees' perceptions of career opportunities, decision-making quality, role alignment, leadership communication, and recognition at Turo, stood at 92% or 10 PP higher than similar-sized private companies.
- Consistently ranked as the top client, per eNPS scores, across our 4 BPO partners: Ranked 1st out of 100 with IntouchCX, 8th out of 200 with Founderever, 3rd out 33 with TaskUs, and Teleperformance.
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Feedback on Julie from our CEO, Andre Haddad - Julie excels as a leader for our expanding Ops teams, earning high engagement scores from her team. She's quick to identify and resolve issues, mentors up-and-coming female talent, and shows a deep commitment to the company. Her leadership aligns perfectly with our customer-first philosophy, making her an invaluable partner.
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