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Bangor Bangor Monthly March 2021

April Birthdays Cassondra Arteaga Kate Demarest Samantha Grisham Eric Hoffman Re onna Hunter Brittany Law Shannon Love Shane McDonald David Mixon Jaime Myers Tracey Reger Brooke Smedburg Christine Terrill Dylan Thompson Peter Treible Fred Veilleux Andrew Clark 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 April Anniversaries 3 Years 4 Years 2 Year Ed Reynolds Spring Andrews Louise Howard Amanda Matty West Kayla Wilcox Bernardini Becka Sanchez Shaune Doyle Aaron Waite Rob Burden

MONTHLY TOP PERFORMERS Tami Strathdee 108 27 to goal Madison Clifton 107 85 to goal Fred Veilleux 107 63 to goal Katlin Hawks 107 58 to goal Samantha Grisham 107 53 to goal

h t n o M e h t f o e e y o l p m E BEACON Megan Euper

Nomination I would like to nominate Megan Euper for the Beacon award for the month of March It is a rare person who makes you feel like a million bucks after you are done speaking with them Megan has that unique ability Her engaging communication shows Respect for Others and helps serve to build the best team Megan finds and then builds on those connection points with people not only her customers but her peers and coworkers around her To illustrate this with her customers she has 147 out of 148 perfect CSAT scores quarter to date from her customers Or to flip that she had one not perfect 5 CSAT out of 148 total responses back from customers Her interactions with her coworkers are consistently polite positive and uplifting Wayfair is lucky to have someone like Megan Euper thank you for considering her for the Beacon award

h t n o M e h t f o e e y o l p m E BEACON Amy Grimes

Nomination Amy is always available to share her wealth of knowledge with the team and her getting Rec Walled from other agents teams is nothing new What is extraordinary is that an agent that Amy assisted on a Help Desk call not only Rec Walled her but also too the time to send me an email regarding the amazing assistance that Amy provided I have received numerous emails from customers singing the praises of agents but I have never received a kudos email from within the Wayfair Team This email speaks volumes about Amy s dedication not only to our customers but also her fellow agents and Wayfair s future I want to nominate Amy for Employee of the month because she exemplifies Wayfair s Values and People Principles Below is the email that I received Hi Jill I just wanted to share with you the extraordinary assistance I received today from Amy Grimes What a Warrior she is I was at the full point of tears calling the HelpDesk this morning I ve had a few bad days here lately and I was at a loss with handling an Address Change for 700 worth of small parcel items that were going to be lost to the wind I had always been told we do not do reroutes for small parcel Amy taught me exactly what to do how to more easily search in Info Hub and where to find the exact information for this issue She then helped me write the email response This information is invaluable to me now and in the future and is a win win for everyone involved I have spoken with several peers even in Skill 3 and they are unaware of this for small parcel address changes And Amy did say that I was not the only one that did not know about this process and she was right Thank you for having such a kind patient and knowledgeable person on your Team Sincerely Cheryl Thank you so much for your time in considering this nomination for Amy Grimes

h t n o M e h t f o r e g a n a M DIRIGO Tim Reardon

One of his nominations I was doing a coaching observation when I decided who I was going to submit for my Dirigo nomination manager of the month At one point in the coaching the employee said I don t know what to do it will either hit my 2DRR or my Smart Solutions This manager said Do whatever is right for the customer That relentless customer focus is what has allowed Tim Reardon to improve his overall team performance from 70 in February to the top 22 MTD in March This has improved his quarterly ranking by 10 Tim brings that customer perspective into each coaching which helps to drive buy in from his team Tim is a humble leader who will always make time to help a peer whether it is with a report for some advice or even leading out on a team huddle in the absence of his supervisor In an effort to support improved performance even beyond his team Tim created a resource for managers and SSCs to focus on driving improved 2DRR on cancellations calls Thank you for considering Tim Reardon for the Dirigo Award for March

AMETHYST AWARD WINNERS s d l o n y e R k o o r B

Nomination Hi Jill I wanted to take a moment to express to you how wonderful one of your employees was in assisting with our order Her name is Brook R and she was such an incredible help when we were dealing with a pretty frustrating situation We had an order that the freight company repeatedly stated they did not have even though they did I spent hours upon hours on the phone speaking to the freight company and numerous representatives of Wayfair Brook gave me a call one day advising she was assigned to our order and would assist It was such a pleasure to NOT ONLY have one dedicated person but a NICE PERSON on the other end of the phone who was a pleasure to speak to and took all the frustrations away as she continuously checked on our order and stayed on top of it until we received it After our experience I would have gone elsewhere for furniture but now that I know you have customer service staff like her who were so helpful I will absolutely continue shopping with Wayfair You have a customer for life because of Brook thank you Wayfair for hiring her Please let her know what a great job she is doing Have a wonderful day Sincerely Stephanie Colotti

AMETHYST AWARD WINNERS Sara Green

Nomination Hello My name is Gail Struble I want to let you know about the fantastic job one of yours employees did for me tonight Sara went above and beyond any customer service duties tonight I placed two orders last night with you One I needed to go to Michigan and the other one I needed to come to me in Tennessee Unfortunately I submitted for them both to go to Michigan I went online right away to make the correction but was unable to do so I called this morning and spoke with Melissa who told me to call Fed X I called Fed x and they said no I need two call Wayfair that it had not left the warehouse yet Called Wayfair back and spoke to another girl She explained to me about different products going out at different times She suggested waiting until tomorrow to see if Fed x received it Tonight I called Fed x and the girl said that I needed Wayfair to call her too change the address I called Sara and she called Tamara at Fed x and got the address changed Sara did what I should have been able to do this morning Thank you for reading this length message but I just want you and Sara to know how valuable she is Enjoy your week and please let Sara know that her kindness and professional courtesy is very much appreciated Sincerely Gail Struble