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We’re thrilled to share that Lauren Mastrojohn, our Director of Client Success, has been honored with the Silver award for Customer Service Leader of the Year at the 19th annual Stevie® Awards for Sales & Customer Service! She partnered with the client to identify and prioritize core KPIs critical to program success, such as improving service levels, reducing escalations, and optimizing costs. She developed a comprehensive department-by-department roles and responsibilities matrix, ensuring every aspect of the launch was meticulously executed on time. Her leadership included managing internal teams to revamp training materials, refine system processes, and design tailored standard operating procedures (SOPs) to enhance overall customer experience (CX.) The results of her leadership were transformative. Key performance metrics saw dramatic improvements: live agent interactions increased by 7%, voicemail usage dropped by 97%, and escalations decreased by 90%. We couldn’t be prouder to have Lauren Mastrojohn on our team. Congratulations, Lauren!
We are excited to share the wonderful news that our exceptional team members have been recognized at the esteemed 18th annual Stevie Awards for Sales & Customer Service. Michael Ferrari and Bill Ferris have been acknowledged for their remarkable contributions to customer service excellence. Michael Ferrari, in his role as Chief Customer Officer, has been honored with the prestigious Silver Stevie for Customer Service Leader of the Year. Bill Ferris, serving as our Director of Training, has been recognized with the distinguished Bronze Stevie for Customer Service Training Professional of the Year. Their unwavering commitment to excellence and exemplary leadership serve as shining examples of the incredible talent within our organization, further solidifying our dedication to providing unparalleled service to our valued clients. Congratulations, Michael and Bill!
