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Bangor Bangor Monthly April 2021

May Birthdays Rajada Murray McManus Asha Day Starri Nowells Dave Diamond Jessica Peffer Megan Euper Jasmine Salmon Lindsey Hadley Jaqueline Hernandez Diane Schroeder Nicole Brown Julie Johnston Danielle Henderson Jelisa Jones Caryn Leighton Alisha Matthews Sue Rodriguez Corinne McKnight Dean Beers Angela Mitchell Felicia Feldmus Is it your birthday this month and you aren t listed Be sure to uncheck Do No Display or share Birthday in Org Browser and reach out to Kirstie Scarponi so we can celebrate you May Anniversaries 1 Year Megan Euper 3 Years Tracy Downing 4 Years 2 Year Justin Duncan Tim Clark Mike Phair Angela Mitchell Heather Wain 5 Years Julie Johnston

MONTHLY TOP PERFORMERS Willie Bentley Jr 111 55 to goal Brittany Thurlow 108 to goal Meagan Fleming 106 59 to goal Corinne McKnight 106 26 to goal Beth Levesque 105 81 to goal

h t n o M e h t f o e e y o l p m E BEACON Beth Levesque

Nomination Beth Levesque is a 2 year Wayfair Team Member Beth is willing to help whenever asked and will share her knowledge with team members in the chat or in Huddles and Meetings She is supportive of her manager and participates in conversations and any projects asked In April Beth achieved a Perfect 5 CSAT score on all 35 of her surveys that were returned An example of some of the comments are I was upset of the inconvenience of items damaged however Beth was so helpful and resolved the issue by replacing what could be replaced immediately and providing amazing service Definitely will keep using Wayfair and recommending to others and She was amazing and had the best customer service everSo kind and very very friendly Given the frequent requests for Price Matching Adjusting and Lost in Transit or Damaged Items this is truly a remarkable fete Delivering less than perfect news to a customer and then still receiving a food CSAT score is somehting special Beth has a great sense of humor and will often use that to diffuse an escalation with a customer She is also an animal lover and will use that as a way to build rapport with a customer Since November of 2020 Beth has achieved an Overall to Goal percentage of at least 105 50 and is consistently outstanding in CSAT and Smart Solutions Beth most often receives a Ready to Serve recogntion and does a fantastic job exemplifying Wayfair s standards and values For these reasons I believe Beth should be recognized as a Beacon Award winner as she truly lights the way for Bangor and Wayfair

h t n o M e h t f o e e y o l p m E BEACON Alisha Matthews

Nomination I am nominating Alisha Matthews as employee of the month Alisha always shows commitment to her customers and to her team mates She is one of the first to figured out of something isn t working and to assist her peers in working through it as well Alisha has an amazing attitude and a positive outlook on Wayfair as well as our team She shines a positive light when days or calls are a struggle and will offer a joke or wit to bring her peers into better spirits Alisha is invested in being the best she can possibly be whether that is in the experience she offers her customers or when she is asking questions to ensure she is performing I have included a customer email I received that embodies all of this principles Alisha demonstrates Hello my name is Almita Arredondo I experienced a bit of trouble today trying to check out and I took a pic of item to have item number ready when I called you I could not get an email to reset password by the time I was able to talk to some one the price changed it was very stressful but I was fortunate to get this amazing customer rep Alisha M she made some calls and could not get the price changed since it changed while I was on a call to Wayfair with help with resetting pass word but she took charge found me a similar file cabinet maybe better applying a10 discount it brought the price down very closer or better than the item I had tried to purchase you don t often see this type of dedication and attitude from reps she was so patient and asked the proper questions to give me an item I was happy with please note that she is a valuable asset to your company she did not stop she took care of you and her customer with a smile thank you so much for the excellent customer service Almita Arredondo

h t n o M e h t f o r e g a n a M DIRIGO Tonya Taylor

One of her nominations Tonya Taylor exemplifies Wayfair Values and People Principles of We Win Together Tonya started at Wayfair in August of 2020 During this short period of time she has solidified her team and together they regularly are ranked in the top 10 of te network most recently in the top 5 Tonya has incredible energy if you attend one of her huddles she gets her team excited and instills in them a sense of integrity that they carry with the out to their customers Tonya is like the Sham WoW announcer But wait there s more which gets her team motivated to explore different options with their customers and to ask the probing questions needed to provide outstanding results Tonya is also a resource to others She has taken on the task of performing deep dives and uncovring issues that affect metrics and results of teams other than just hers She is always willing to share best practices brainstorm on projects or be the organizer of contests She is kind and considerate and treats others ith respect Tonya is fabulous to work with and I am pleased to be able to submit this nomination for a Dirigo Award

AMETHYST AWARD WINNERS n w o r B e l o c i N

Nomination Customer Email Hi Rickey My family recently purchased a beach house with some friends On November 3rd 2020 we purchased a couple bedroom sets from Birch Lane The order details only showed a few items so we contacted customer service and an agent confirmed she only saw a few of the items on her side but the price we were charged should have included all of the items She recommended we place a new order and if it went through we could just cancel the other order That was where most of our problems began The agent was not able to cancel our order so she referred us to a manager They told us that was not the right way to do this because the order was already sent to the manufacturer Even though it had only been about 20 minutes since we placed the order She was able to cancel some of the order but it was now up to me to call in every time we received a shipment under the order so she could redirect it back to the manufacturer She helped me with the long process of getting reimbursed for the 2nd order we were double charged for but eventually I was not able to get in touch with her any longer and we were still missing several pieces of our order This is when Nicole stepped in She was the first to follow up with me regularly on the status of backordered items and helped me to reconcile the missing pieces She stuck with us until the end ensuring us along the way that she would not forget us Four and a half months later we received our last missing item which was part of a King sized bed I have spent over 50 hours trying to get this resolved and I have been unbelievably disappointed in Birch Lane Wayfair All Modern Joss Main but Nicole has restored my faith in this company and we made the decision to make several more purchase with these companies as a direct result of her incredible customer service I am happy to say that we have ordered a dining table 10 dining chairs 5 bar stools and blown glass entry light since with relative ease We are now planning on ordering a sauna outdoor patio furniture bathroom mirrors accent chairs living room and media room furniture I think the quality of every employee we worked with was incredible but we just lacked a clean process to have our issue resolved appropriately I don t normally write reviews but Nicole spent so much time and energy on us and I wanted to personally show her how much we appreciated her assistance and attention in resolving this for us Please feel free to reach out any time for a recommendation Kind Regards Steve

AMETHYST AWARD WINNERS n a c n u D n i t s u J

Nomination My name is Jenna Lightstone and I m reaching out because your employee Justin deserves to be recognized I have unfortunately had an unfortunate experience with a purchase with Wayfair that has been frustrating and time consuming After weeks of working to get the situation resolved and speaking to no less than 10 agents at Wayfair the buck stopped with Justin and his willingness to listen understand and put customer satisfaction above all else A few things that rocked about Justin 1 He communicated in a way that felt like he was there as a resource for me It did not feel like he was reading a script just to get me off the phone He understood my frustration without trying to push it aside by saying he has had it happen to him to 2 He provided solutions and a timeline I knew that if my problem had not been resolved there was a solution that actually felt helpful on the other side and a time that I could expect it to happen 3 He was a partner and was willing to stay on the line for as long as it took Even more he made sure he was available for my call back and was the same person I spoke to later He did what others were not willing and made my patronage feel valued Until my conversation with Justin I had deleted my Wayfair app and had no intentions of ordering from Wayfair in the future I will continue to shop at Wayfair because of Justin and share this story with others who ask me about furnishing my entire home from scratch I hope you will share this with him and look for more folks like him Thank you Jenna