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SHANTANU S RECOGNITION Frontline Dedicated November 2022
TABLE OF CONTENTS October Purple Sofa Winners Page 3 7 Managers Making Moves Page 8 10 People Principles Awards Page 11 17 L3 L4 and Site of the Month Page 18 21 Birthdays Anniversaries Page 22 23
e n i l t n o r F Andrew Coleman Layton 50 71 Corrine Johnson Athens 48 59 Wil Smoot Athens 45 91 J T Steele Bryan 40 32 Asia Robinson Athens 40 02
e n i l t n o r F Christine Meehan Pittsfield 39 09 Meagan Fleming 0 Valley Coast 38 9 Monise Albright Athens 38 61 Alex Ayala Bryan 36 35 Neal Tolman Bryan 35 00
d e t a c i d De Gail Smith 1 B2B 41 19 Chelesea Snyder 2 B2B 31 41 Michele Hauge 1 B2B P 48 70 Monia Antoine 8 1 Canada 35 2 Chelsea Phillips 2 2 Canada 32 6
d e t a c i d De Lily Sanchez 4 71 6 h is n a p S l a u g in Bil Mark Villeneuve Chat 63 71 Chris Schenk Chat 62 44 Danny Rios 2 52 5 h is n a p S l a u g Bilin Samantha Barker Chat 52 19
ns o i t u l o s e R d e c n a Adv David LeHouillier 66 3 6 ia d e M l ia c o S Greg Dutertre 1 CARE 65 26 Joey Campbell 2 CARE 53 19
Managers Making Moves ADVANCED RESOLUTIONS JACOB RANNEY Jacob has made CSAT a strong focus on his team He has worked hard to improve outliers and his outliers have increased their CSAT performance He was able to identify behaviors that needed focus He also increased his live listening to encourage and celebrate the changes in those behaviors Because of this strong focu s his team had a 4 8 increase in overall CSAT for the month Taylor has been consistently working with her team to improve PCSAT behaviors During the last couple of months she has held targeted individual coaching sessions provided real time feedback ran various engagement activities and set up weekly SMART goals for her associates As a result Taylor s team had a 2pp improvement in Chat PCSAT Additionally her team successfully pivoted to Mobile Messaging contacts and finished the month with a 87 PCSAT in that channel CHAT TAYLOR VANCE
Managers Making Moves B2B PLATINUM MICHELE HAUGE Mic joined Platinum Plus in September of this year after going above and beyond to support our Flex Department during a critical time Mic came in and learned the department right away and brought a new perspective to the team from our Frontline Department Noticing an opportunity with of Revenue lost due to Resolutions costs and focusing on We Are Always Improving Mic was able to coach to specific behaviors and manager her outliers effectively ending the month with a 6 39 increase in her LCR Her focus on outlier management allowed immediate improvement in their ticket performance and overall quality of work Thank you for such a positive attitude and incorporating positive messages into not only our Platinum Plus slack channels but also our All B2B leadership channel Continue to shine your light bright Mic You are fearless Team Layton is overjoyed to announce Noel as our Manager Making Moves winner He put in some amazing work and deserves to be recognized His team improved CSAT 3 53 overall with a 6 67 improvement in emails CSAT Additionally they lowered AHT P by 25 5 seconds and ended the month at 499 AHT P Noel did this by working with his outliers He was vigilant in WoW checkins provided feedback in real time to his team on any CSAT hits and any AHT or NRT issues Keep it up Noel and thank you LAYTON NOEL RIVAS
Managers Making Moves TIM CLARK VALLEY COAST Tim continued his focus on building performance in LCR in the month of October and due to this his team has seen continued growth and leading the way in We Drive Results Relentless Customer focus Tim maintained consistent messaging and tailored coaching around LCR and the importance of offering DTK and his team was able to see an increase from 47 77 in September to 51 in October which puts them on a 4 month streak of consistent improvement MoM in LCR Tim and team have also seen an increase 3 months in a row in RSF currently at 97 in October Tim works hard to provide out of the box solutions to everyday issues his agents will come across and arms them with best practices to allow them to continue to grow Amazing work Tim Alexis made some big moves in the month of October By focusing on behaviors dedicating more time to live listenings and holding SAs accountable for their performance Alexis was able to improve her team s PCSAT AHT LCR LIT RSF and CCR In addition to driving all around performance Alexis increased her team s Bonus Earned from 18 92 in September to 30 12 in October ATHENS ALEXIS WALL
People Principles Recognition We Drive Results McKell Gamundi Chat As part of our mission to continuously improve within the chat channel we started an initiative focused on improving our Full Refund Rate McKell was tasked with creating a roadmap to drive this initiative and monitor our progress McKell took time to think through the different ways of attacking this metric and enlisted the help of an L2 from Flex Kyle Tripp and one from Dedicated Chat Chris Schenk Working as a team they worked cross functionally to identify the opportunities and shared best practices with Digital departments Working as a team we witnessed MOM improvements with Dedicated Chat FRR improving by 4 8 to 19 5 and Flex FRR improving by 6 6 to 18 9 Thank you McKell for spearheading this effort and thanks to all the managers that have participated to deliver winning solutions for our customers and Wayfair
People Principles Recognition We Drive Results Chris Whatley B2B Platinum Chris has shown through his actions that he truly embodies the Wayfair People Principles by stepping up and onboarding his new L2 Peer in Pooling his new L3 and L4 and working hard towards building strong relationships with our support partners such as Key Account Sales by hosting meetings periodically to ensure we are all aligned on critical topics He is always prepared to take the lead on anything that is presented to him on a daily basis One example of this is when our B2B Plat leaders were asked to take the lead on Site Engagement for P Chris immediately jumped in and put together a plan for November and took care of everything on the back end with Engagement Chris is a strong talented and fearless leader and deserves to be recognized for his amazing partnership this month
People Principles Recognition We Drive Results Ginny Hughes Valley Coast Ginny has had a very successful month in October helping to kick off her team s Q4 performance in a strong position Her team has seen month over month gains in CSAT 2 10 to 84 58 FCR 1 29 to 67 7 and a sizeable reduction in AHT 31 62 seconds from September 508 chat and phone Ginny did this by emphasizing the importance of being present at all times while creating a positive customer experience A great example of this can again be seen in the dashboard where Ginny s chat Average Response Time and Average First Response were the leading team metrics for over nine weeks in a row Ginny is also always willing and proactive about taking on new projects and roles which will be impactful to the site and her peers Ginny has volunteered to facilitate in her site s Book Club sessions and has also consistently sent updates to the Valley Coast each Wednesday for Pulse Check mid week performance check ins and focus
People Principles Recognition We Win Together Monise Albright Athens Monise has flawlessly embodied our People Principle We Win Together She has provided an unparalleled level of support to her peers in team chats huddles and coachings She proactively contributes in our leadership meetings and consistently reaches out to her peers to check in on them and see what she can do to support them and she is sought after for her best practices She is truly a leader amongst her peers
People Principles Recognition We Win Together Samee Carter Layton Samee is a key example of we win together When the WFM Verint team came to Layton for a summit Samee was instrumental in getting focus groups put together gathering great feedback from peers and having side by sides with associates scheduled We received nothing but great feedback on how much information on Verint issues she provided that the team didn t know about previously While all this was happening Samee was able to keep her team performing at a top level with her team ending number one in LCR in Layton at 43 38 Thank you for all your hard work Samee
People Principles Recognition We Are Always Improving Cristina White B2B Service Cristina has consistently partnered with her peers in order to find new creative ways of winning together A recent example of this would include her initiative to bring new hires joining the teams from our org together in bi weekly meetings The topics within these meetings have helped to ensure our new hires are set up for success by having a better understanding of our processes policies and overall expectations This was an efficient and effective way of ensuring that our communication is consistent across the org In executing this new plan Cristina not only focused on her own team but has committed to see that her peers also have the tools needed to build the very best teams The feedback from the new hires was phenomenal they loved the psychologically safe environment as well as bonding with other team members of the same tenure
People Principles Recognition We Are Always Improving Sarah Olsen Advanced Resolutions Sarah has shown her dedication to her peers and the CARE team overall this past month Sarah has been flexible and covered when we needed her most Sarah continues to step in without being asked and supported the CARE team Sarah gives of her time to make sure the team has the coverage and help they need Thank you Sarah for making sure the team has everything we need
L3 HE OF T H M O NT z e d n e l e M e n n A Since joining B2B P Leadership at the end of August Anne wasted no time diving in to learn all about the processes and differences from her previous leadership role She took the time to meet with L1 s in 1 1 settings which contributed to our 16 point increase in eNPS She quickly identified opportunities she could offer her experience and expertise to ensure growth She effectively leads alignment meetings for leaders in the B2B Org sales and service and shares new ideas and perspectives to benefit both teams Anne has also learned the ins and outs of support hub which allowed P to start to implement automation rules to assign tickets giving the managers valuable time back about 30 minutes per day to spend with their teams
L4 HE OF T Maureen is a driving force that helps her site perform Maureen specifically embodies the people principle of Respecting Others by modeling and encouraging trusting relationships in every direction through transparency welcoming new learnings and assuming good intent She does so by challenging directly and caring personally across all levels of the site She is deeply integrated and informed on Associate level behaviors while driving site strategy and an active POC with the training team She is involved in celebrating Associates who achieve perfect attendance weekly supporting L2 and L3 development pushing impactful outlier data to eliminate duplicative work and consistently executing our Voice Action Plan H M O NT Maureen Heads
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November Grant Kimmie Harneet Paige Andrew Krystal Danica J T Heather Dyshanna Kimberly Nichole Jim Rose Kristofer Michael Quin Birthdays Kniff Gokey Monga Clayburn Coleman Gillfillian Ross Steele Marcee Person Orehoski Allin Thompson Robles Colabrese Cooley Meadows Nov 02 Nov 03 Nov 03 Nov 07 Nov 08 Nov 08 Nov 11 Nov 11 Nov 13 Nov 16 Nov 17 Nov 19 Nov 23 Nov 24 Nov 26 Nov 29 Nov 30
November Cole Kenzie Corin Michael Rickey Ginny Monia Maria Tori Neal Brittany Megan Kimberly Michelle Anniversaries Larsen Ferrin Vance Keach Montes Hughes Antoine Mele Bohart Tolman Baca Florence Ludwig Morris 8 Years 7 Years 4 Years 4 Years 4 Years 3 Years 3 Years 3 Years 2 Years 2 Years 2 Years 1 Year 1 Year 1 Year
Congratulations to our winners and nominees