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Manager of the MonthManager of the MonthOutreach Experience TeamOutreach Experience TeamMassive kudos to Brooke for driving herteam performance. There was a 7%+jump in Brooke's overall to goalpercentage from November toDecember. Brooke achieved this bydiligent steps in team culture. Thisincluded the launch of her "buddysystem" that helped manage workload(which is a factor in employee ENPS).Brooke also celebrated success and herteam slack channel was full of positivityand support. Great job, Brooke! Becauseof the massive performance jump andthe culture that Brooke has built sincetaking the helm of Team 2 Virtual,Brooke deserves a platinum medal in WeAre Always Improving. One of two nominations! Kevin identified an area ofopportunity in more timely andmetric focused updates to ourSOP. He worked to assemble awell-rounded project team andcreated a cohesive plan that willfacilitate continual improvement.He also ensured he setup theproject in a way that is inclusiveto others, and provides the abilityto frequently incorporate freshideas and perspectives. Thankyou Kevin for driving positivegrowth! One of two nominations!
Manager of the MonthManager of the MonthSupply Chain ExperiencePost Order FraudHeather this month took on theresponsibility of taking on 3 additional L2'son top of her normal team. Heather hasdone amazing job at connecting with hernew team and building a dynamic thatbrought our L2's in our departmenttogether more than we have ever before.This month we rolled out new changes andas the sole L3 of the department Heatherhas done amazing job at delegating tasksto her L2's and challenging us to stretchoutside of our roles to help define our newprocesses and workflows. This ability tohelp her L2's rise up to challenges issomething she has been excelling at allmonth. Heather has been wonderful towork with and is one of the reasons wehave such an amazing department in ERT. One of two nominations!I would like to nominate Kyle Learn for theJanuary Manager of the Month. Kyle workedwith the OB leadership team to create thismonth’s engagement activity focusing onperfect calls for January. Due to unforeseencircumstances, we had a leader out and Kylequickly stepped in to assist his peer withcoaching, covering huddles/ team meetings,and he provided the team with contest updatesand results while keeping his L3 in the loop. Kylecollected the Tango cards to disperse to eachperson on the team and reconciled funds forboth him and his peer. With the departmentmoving into a hybrid-model, Kyle has taken theinitiative to update ticket process docs and heoutlined each step our agents may need to taketo resolve each type of ticket. This will not onlyhelp cross-trained folks with efficiency, it willalso help our managers coach to ticketexpectations as more of their folks becomecross-trained. Thank you for stepping up andfor helping out the department/leadershipteam. We appreciate you!
Alicia KnowlesAndrew SawyerBrooke ThomasChelsea BlairCrystyl LaGuerreDanielle BenavidesDestiney PrestwhichHeather HodgeJason BurlbawJill HammerstoneJosh TilsonKevin ReevesKevin SimpsonKyle LearnLandon Wood
Employee of the MonthEmployee of the MonthOutreach Experience TeamKaren has been a coach and a leader for ourteam. We win together: Build the best team:Karen has demonstrated an ability to lead bysetting the bar high. She has been engagingin our team huddles, team meetings, andslack room. She is eager to share herknowledge and experience with her teammembers. She has helped onboard ournewest CMT members, and always sharesbest practices with them to ensure theysucceed. Collaborate Effectively: We had anengagement game last month where we werecoaching SDQ behaviors such as callverification, tailored empathy, discoveringcustomer core needs, as well as promotingWayfair. Karen has embraced thesebehaviors and has been consistently askinghow she is doing on her overall scores. Shehas been sharing best practices with theteam. The team used one of her calls as anexample. She is the go to person, and hastruly become a leader for our team and ourdepartment. .Outreach Experience TeamAmelia is newer to our department anddidn't waste any time jumping in with herpeers. From day one, Amelia has led withpositivity and never hesitated to speak up inmeetings and help boost team morale, as wenavigate a lot of change. She is continuallylooking for new ways to encourage our team,like offering to start the day in chat with funQOTD, or conversation topics to geteveryone communicating throughout theday. When given the opportunity, Ameliawas the first to volunteer to be our teamsvoice on a new SOP initiative and, with that,has already started successfullycollaborating with peers and L2's outside ofour immediate team, as well. Her consistentwillingness to openly be a change champion,eagerness to collaborate, and obviousrespect for others shows that Amelia is trulya stand out in all three areas of We WinTogether.
Employee of the MonthEmployee of the MonthPost Order FruadHerschelle accepts change with apositive attitude. She has stood outamongst her peers in Januarybeing tackling the new metrics withpatience and positivity. She sharesbest practices with her teammatesand she actively uses resources todetermine the best solutions forcustomers. She references policiesand procedures to reaches out tomanagement in a respectful andcourteous manner when addressingcustomer service inquiries,requests, or escalations. Thanks forbeing a great part of the teamHerschelle!Post Order FruadLatoyia has come into the newyear with infectious energy! Notonly has she worked hard toland herself in the top 10 forJanuary, but she's also foundnew ways to engage with herpeers by partnering with themand taking ownership of hergrowth.
Employee of the MonthEmployee of the MonthSupply Chain ExperienceTanya is a supportive agent for herTeam as well as others. Tanya is activein Slack channels supporting her teamand other teams. Tanya recentlyassisted with job shadowing for crosstraining! She has remained active intheir Slack channel throughout her shiftproviding answers, suggesting optionsand sending relevant links for infohubsand articles. She continues to maintainher metrics while supporting others toachieve their goals. Tanya has beeninstrumental in creating documentationfor the SOP page and infohub updates.Thank you Tanya for your dedicationand hard work while keeping a positiveattitude. One of four nominations!Supply Chain ExperienceAlexis has embodied We WinTogether - Build The Best Teampeople principle this month. She hasvolunteered and conducted new hireshadowing for our newest group ofteam members. She has sharedvaluable tips and tricks to help getstarted on a direct path to success.Alexis has helped shadow tenuredagents to help them improve theirworkflow and efficiency on calls.Alexis also has compiled anddistributed data to keep the teamupdated on our KPI contest thismonth. Thank you for all your help!
Employee of the MonthSupply Chain ExperienceIt is hard to choose just one of the ourPeople Principles that Kathrine bestrepresents. Kathrine has put countlesshours into working to improve herself andher metrics and holds herself to anincredibly high standard. All of her hardwork has paid off and she is one of the topperformers in LPS! Not only is she a topperformer with metrics, but she is a topperformer with her team and hercustomers. I have listened to tons of hercalls and I have heard so many of hercustomers thank her for how professionaland sweet she is while taking care of theirissue. Kathrine really exudes our PeoplePrinciples everyday and LPS is very luckyto have her.Khouanchay InthichackKim ProctorLatoyia WhiteMaeghan ScottMarissa DillardMarshelle McconnellMonica LimaNora Mabiala KengueRachel BooneRochelle SpoelstraRoss WinterTanya PudiakAlexis BuckAmelia VillarrealAngel BoschCaryn LeightonCindy WoodsonDana DabellHerschelle TorresJanie WheelerJared RaleyJoelene MatteauJoesph MorrisonKaren ArambuloKathrine Georger
Outreach Experience TeamDean has shown great strength in his relentlesscustomer focus by creating an exceptional customerexperience through delivering consistent andeffective support aligned to Wayfair's values, peopleprinciples, and service standards. Dean really excelsat building rapport with the customer by mirroringthe customer tone and delivering genuine empathy.Dean works with a customer service mindset whichallows him to de-escalate the customer, many ofwhich have continued shopping with Wayfair as aresult of him personally caring for the customerssituation. Below are 1 of the two kudos emails sentdirectly to Dean's manager: Angela Davis to meGood Afternoon Ms. Thomas, I wanted to reach out toyou so I can give Kudos to the excellent customerservice that Mr. Dean has provided to me. Deanfollowed up on my inquiry, called back when he saidhe would, and was an overall pleasure to work withwhile he resolved my issue. Customer Service likethis is the reason I'll continue to be a loyal customerof Wayfair and will recommend it to others. I hopeit's okay that I asked him for your email. I too work ina customer focused industry so I didn't want to missan opportunity to point our his excellent skills. Thankyou all for the great work that you do. Sincerely,Angela Davis Jasmine strives to go above and beyond foreach of her customers. She is known forrelentless customer focus and will follow theorder to ensure the customer is well takencare of. Jasmine is new to CMT however herwork ethic and efficient process of doing herjob would lead anyone to believe she hasbeen here for a long time. Below are just afew of the many positive CSAT's She hasharvested here in CMT this month. "Jasmine,has so much knowledge and lovely to speakwith and patient! She is a real asset to yourcompany!! What a great giving personalityand no question was too difficult for her totackle. Thanks Jasmine." "I was unable to getthe address right myself and was happy toreceive the call from you It eased my mindThank you." "Jasmine was so nice to give mean honest answer on the mirror I ordered."Thank you for all you do Jasmine!! Outreach Experience Teams
Post Order FraudMoniece did an excellent job de-escalating an ERT with care onOrder 3682924552. The customerwas asking us to make an exceptionto the policy which was notappropriate for this ERT customerand Moniece used great judgmentby educating the customer withempathy and care. She successfullyde-escalated this customer andallowed them to vent. This customerwas able to accept her answerwithout needing to speaking tomanager, which is a big win for ERT!Great work Moniece.Tavi is on a roll when it comes toher CSAT for the month ofJanuary. With only a couple daysleft, she remains at a 100%, trulyhighlighting her relentlesscustomer focus. Here's what onecustomer had to say: "Excellentservice and very polite It shockedme to find out my order wascanceled It was my niecesbirthday gift I'm relieved thatwhatever was wrong wasremedied." Way to save the day,Tavi! Post Order Fraud
Supply Chain ExperienceMaddelin is the eptiome of what we look for when we saythat an egen3t delivers results with agility. Thecomments below were recently sent in by a customer,who was totally thrilled with the service provided bymaddelin. I would like to take this opportunity to reachout to you regarding Maddelin McGovern. She has beenphenomenal! I had an issue with my order where mycouch was to be delivered on two separate occasions andit never made it to me. On the third attempt Maddelinwent above and beyond to follow up with the matter. Notonly did she reach out to the warehouse but she kept meinformed every step of the way. She was professional,reassuring, pleasant and she understood theinconvenience and made sure I was handled with careand with urgency. This was customer service! In fact, it isstaff such as this that will keep customers in Wayfair’scorner because I must admit I had decided I would neverorder anything from Wayfair again. However, withMaddelin McGovern’s involvement I would reconsider.She deserves a bonus, extra PTO day or something toacknowledge her remarkable service. Have a great dayand again Maddelin THANK YOU! Thank you, Madde, forall you do to make Wayfair a wonderful company byproviding exceptional service!Andrea is always on topof everything for CA4,anything the drivers orour DA needs it is takencare of with Andreamonitoring CA4. Weappreciate all the effortAndrea gives. Supply Chain Experience
Angela QuintanillaAnita CrittentonBrett SvedinBrett SvedinCaroline OrtegaDave Davisdean beersElizabeth Britt-StrackErin PotvinJasmine HarrisJessica PefferKaren ArambuloKevin SullivanMaddelin McGovernMichelle PolkMoniece ClaytonRuby DavisShanna OrmondTammy HilliardTavi Intharath
CMT118.98% to goal!118.85% to goal!118.77% to goal!118.45% to goal!117.44% to goal!
FCOT116.12% to goal!116.11% to goal!114.78% to goal!114.71% to goal!110.81% to goal!
RPOps102.5% to goal!102.2% to goal!99.4% to goal!99.3% to goal!98.5% to goal!
ERT114.31% to goal!114.31% to goal!106.5% to goal!107.07% to goal!107.04% to goal!
SST111.67% to goal!112.4% to goal!111.22% to goal!110.45% to goal!109.42% to goal!
DHD111.24% to goal!110.82% to goal!110.7% to goal!110.49% to goal!110.4% to goal!
LPS Inbound105.2% to goal!104.56% to goal!104.3% to goal!104% to goal!104% to goal!
LPS Outbound108.54% to goal!108.46% to goal!107.25% to goal!104.70% to goal!103.80% to goal!
Wayhome Pro Services114.18% to goal!110.40% to goal!109.91% to goal!108.96% to goal!107.46% to goal!