Brentwood, TN (PRWEB) April 07, 2016
Since 2002, the Stevie® Awards have been synonymous with organizational and personal excellence. Judged by more than 200 respected executives, entrepreneurs, innovators and business educators, the award recognizes the achievements and positive contributions of remarkable professionals and businesses across the globe.
We are pleased to announce that Comdata was a three-time award recipient during the 2016 Sales and Customer Service Awards, held at the Paris Las Vegas Hotel, on March 4, 2016.
Terry Roney, Customer Service Leader of the Year
Terry Roney is the VP of Enterprise Support and Fleet Implementations. During her 11 years with Comdata, Terry has built a team of Implementation, Training and Support professionals that regularly surpasses the expectations of more than 3,000 of Comdata’s most valuable clients and allows Comdata to stand apart from its competitors. Recently, she played an integral role in establishing a new onboarding and QA process for a key client whose outside sales team was challenged to create new accounts. She provided actionable ideas, led a capable team through a controlled process, and established a feedback cycle. Simultaneously, she took responsibility for bringing her team onto a new CRM system to manage new customer accounts, monitor SLAs, and process daily driver support calls. A talented manager, Terry always helps her team understand the bigger picture to support their success, the success of Comdata, and the success of our clients.
Pam Beasley, Customer Service Manager of the Year
As Comdata’s Customer Service manager, Pam Beasley leads a team of 16 professionals that care for Comdata’s largest clients. Having honed her service expertise over her three-decade career with Comdata, Pam has a true passion for her work and is an inspiration to others. After beginning her career as a Customer Representative, she took on roles of increasing responsibility including Client Services Lead and Training and Support before leading a team today that supports Comdata’s most complex and important clients. Pam has instituted several major processes to help maintain and grow our clients and most importantly, has also been an integral part of extending several national account contracts for prolonged periods.
Best use of Technology in Customer Service
At Comdata, we have a passion for exemplary customer service and one call resolution. Our challenge was to monitor and measure performance against this goal. We customized an automated integration to gather real-time results and immediately actionable customer feedback. With the new intelligence this solution generated, we were able to identify clients with lower satisfaction scores quickly, and solve their concerns in a timely manner. Within five months, NPS scores rose by 20%, the amount of time taken to close an active case has decreased by 75%, and reps are now more effective and knowledgeable on products. Managers now spend less time monitoring calls and more time on the floor and coaching reps.
The quality of Comdata’s employees and initiatives speak volumes about our brand. Our integration team provides quality support and dedicated customer service to each of our clients, every step of the way. We constantly strive to improve our service offering at every level, showing our passion for innovation. Winning the Stevie Award for employee-specific accomplishments, as well as organizational accomplishments is a great honor for Comdata and a testament to our service quality and commitment to excellence.