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#TEAMCANADACanadaCanada MONTHLYMONTHLY

Top Canada T U R A B G A R D E Z I R O B I N R I C H E YV A N E S S A B A R R E T T S M I T H PerformersL U C I E J E F F E R Y A N A R I V E R A K I M O L S E NM A R Q U I T A D Y S A R D

In Honor Of Canada Day and Bastille day falling in the month of July we would like to honor 7 Top perfomers this month instead of 5! Congrats and THANK YOU for all your hard work. Canada Day

MERIEM EL OUAZZANIManager of the MonthNOMINATIONMERIEM LEAD BY SETTING THE BAR HIGH, ARTICULATING CLEAR GOALS,AND DIVING DEEP. SHE HIRE, DEVELOP, AND LEVERAGE ONLY THE BEST.MERIEM CONTINUALLY REEVALUATE AND STRENGTHEN HER TEAMS ANDDO NOT SHY AWAY FROM HARD DECISIONS. WE KNOW AND SHE HASPROVEN IT TO US MORE THAN ONCE THAT MERIEM HELPS US IMPROVEOUR PERFORMANCE BUT ALSO THAT OF ALL THE TEAMS (SSC'S ANDLEADERS) OF THE FRANCE CANADA SERVICE. SHE SUCCEEDED INBUILDING TRUSTING RELATIONSHIPS UPWARD AND LATERALLY BYASSUMING GOOD INTENT WHILE PRIORITIZING IMPACT, BEINGTRANSPARENT, AND EMBRACING DIFFERENCES.

JOSELINE BELANGERManager of the MonthNOMINATIONI AM NOMINATING JOJO FOR MANAGER OF THE MONTH FOR JULY! I JUST RECENTLY JOINEDJOJO'S TEAM AND AM CONTINUALLY BLOWN AWAY BY HER DRIVE, VULNERABILITY, ANDCOMMITMENT TO MAKE HER TEAM THE BEST THEY CAN BE. SHE PUSHES US EVERY SINGLE DAYTO DRIVE PERFORMANCE IN CREATIVE WAYS WHILE REMINDING US THAT SOME DAYS CAN BEHARD BUT WE ARE CAPABLE AND WERE CHOSEN FOR A REASON. I FEEL I CAN GO TO JOJOWITH ANY QUESTION OR CONCERN AND IF SHE DOESN'T KNOW HOW TO HELP SHE WILL FINDOUT HOW SHE CAN HELP. EVEN WHEN THE ANSWER IS NO, SHE ALWAYS HAS MY BACK AND ICOME TO WORK EVERY DAY WITH THE GOAL OF NOT EVER DISAPPOINTING HER! I TRULYBELIEVE SHE HAS GROWN SO MUCH IN THE TIME I HAVE KNOWN HER AND AM PROUD TO BE ONHER TEAM. SHE'S AN AMAZING LEADER AND WILL CONTINUE TO GO FAR WITHIN TEAM CANADA!THANK YOU FOR PUSHING ME TO BE THE BEST LEADER I CAN BE JOJO! YOU MAKE ADIFFERENCE IN CANADA EVERY SINGLE DAY!

the MonthEMPLOYEE OFTURAB GARDEZIHi team, I am nominating Turab for employee of the month for July. Turab has been on my teamsince January of this year and the growth I have seen in him is incredible! He has been workingvery hard to improve his CSAT scores and as of 7/27 he is at 100% overall on CSAT for themonth! He is also leading our team in LCR at 50.32% MTD. Turab takes ownership of hisdevelopment at Wayfair by coming prepared to every coaching with questions and insight intothings he is trying to improve his metrics. As he has been so successful with this he is working tocreate a presentation for his teammates on how to improve CSAT and LCR metrics. Turab isconsistently thinking outside the box when it comes to Low Cost Resolutions to ensure he hasthe customer's best interest at heart while saving Wayfair money! Turab was also chosen to bea Verint super user on our team and has run a huddle and team meeting to share updates aboutVerint, as well as keeping the team informed via Slack. I honestly couldn't be more proud of thework he has done and am absolutely honored to have him on my team! I can't wait to see wherehis career at Wayfair takes him because I know that he will go far with his skills, drive, anddesire to always do what is right!RICK MUNOZSince joining my team Rick has been my go to for promoting positivity amongstthe team. Rick has been instramental in the teams success. Not only does hecheer everyone on in their success but also when they truly are doing the bestthey can. Rick is the first person to jump up and offer words of affirmation andencouragement at any chance. I truly appreciate Rick for setting the standards ofrespect, positivity, and encouragement for the team! Keep up the great work!NICOLE VIRGONicole has truly shined this month! She is sitting in the platnum for CSAT, EmailFCR, & LIT Compliance within her first 60 days. She also took ownership while Iwas out to lead her first huddle which was related to CSAT. There she was able tolead the group in a brainstorming dicussion around how they can improve CSATscores. Ultimately this strengthens the teams bond overall which embodies ourWe Win Together people principle as well. Keep up the amazing work Nicole!

Customer email: "I ordered a couch from you on May 23rd; however, it got lost in the mail. Anticipating this new couch, I gave my other couch away. Because of this, I have had to use my bistro set which, because of the nature of typing on this table, my lower back has pained me so much, I have had to use a heating pad while typing. I was expecting this couch tomorrow, July 13th. I decided I should check to confirm this; so I spoke to one of your representatives. Instead of researching this problem (as LeAnn did, extensively), she said "That has been scheduled to come to you on July 27th...I can check on this, however it will take up to 48 hours. I cannot call you back, so you need to call me." I am Spanish/Italian and not known for my patience. Even though I was not blaming her, and expressed the same, I was so disappointed, I hung up (not proud of this childish behavior from a 79 year old.) I tried your chat line; they, obviously, were not interested. After I kept explaining the situation to them, they kept asking "How can we help you." I told them "Never mind you cannot." I decided, thankfully, to call again and was delighted to be talking to a representative who put me in touch with LeeAnn. Very patiently, and sensing my fury, she profusely apologized, and took the time to research this situation. God Bless this devoted employee. She finally told me "The couch will arrive in Burlington, VT (45 minute drive from me) and they will call you to set up a time to deliver it to you; I believe you will have it by Monday." All of a sudden, the day looked brighter and my fury dissipated into delightfulness. I cannot explain to you my excitement in receiving this welcomed news. LeAnn is a professional, patient, caring and dedicated employee who sincerely is interested in assuring your customer's satisfaction, even when that client is "hot headed." The representative talking to Wayfair customers is the first impression one has of your company. LeAnn is an exemplary model of eminence. Please express this sentiment to LeAnn verbally so she will understand your appreciation of her commendable, and professional, integrity. To ensure she is financially rewarded commiserate with her work ethics, and attitude, please place this testimonial in her evaluation folder. Thanking you in advance... Lynda O'Grady" Leann thank you so much for taking the time to truly assist this customer. Know that what you do truly makes a difference. I am so proud to have you on my team and I thank you setting the standards for our team! Keep up the great work.L E A N N R Y A NM A R B E L Y G O N Z A L E ZI am nominating Marbely for Amethyst in July due to her amazing CSAT scores and responses! Marbely has been working hard at growing her confidence on the phone and she has really excelled recently! Her hard work and dedication is shining through in her amazing CSAT responses. Marbely is currently at 100% for email CSAT and 97.56% for phone CSAT in July (as of 7/27). I have included some of her responses below! "Marbely G updated my account and I did not ask which was very helpful to me as well. A notification was forwarded to the appropriate department noted to take the amount of 78198 ON July 282022. I was very satisfied with Marbely's communications. She is a very professional person. She has a very soothing voice and listens and provides feedback of what transactions were taken to give me clarification. Very pleased with Marbely work ethics. Sincerely Cheryl Farrer" "I am extremely amazed at the high level of customer service offered by your company. The lady I spoke with was extremely pleasant and patient with me. Wayfair is in a league of its own when ensuring customer satisfaction." "Only one call required to resolve the issue. Friendly and competent support agent - easy peasy" "Marbely is the embodiment of what true customer service is all about - active listening, understanding, and empathy. She makes customers want to return for more purchases no matter the type of experience encountered." "Ms Marbely G was very prompt. Absolutely client focused, excellent communicator, and efficient/effective in responding to my needs and expectations. I highly recommend her Kudos" These are just a few of the amazing responses she received! Way to go Marbely! I am so honored to have you on my team and can't wait to see your continued growth!Amethyst Awards

CONGRATS TO ALL THOSE NOMINATED LAST MONTH M A R B E L Y G O N Z A L E ZJ O S H U A R E A S O NL E A N N R Y A NJ O N A T H A N C A R V E RA N A R I V E R AS T E P H A N T C H A S S I MV A N E S S A B A R R E T T - S M I T HF A B I E N N E P O I R I E R - H E R R I N G T O N R I C K M U N O ZN I C O L E V I R G OR U T H B A T E S J U S T I N O ' D E L LS E B A S T I E N P A U LT U R A B G A R D E Z IO U M O U L C A M A R AP E G G Y N A N T S C H AK A T I E M C D O W E L L

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FOR ALL YOUR HARD WORK