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Manager of the MonthManager of the MonthOutreach Experience TeamOutreach Experience Team"Jodie is the type of leader that inspires othersthrough her tenacity and transparency. Sheshares what she is working on with her team,and she never hesitates to jump on a taskwhen the need arises. She consistentlymanages multiple issues while prioritizing theneeds of her team first. During peak, Jodiemanaged to align multiple teams together fora last minute collaboration effort that resultedin the completion of 1,000+ customer-facingtickets. She shows her team that effectivecollaboration is what makes us stronger.Jodie embodies what it means to be anowner, driving her own career from an L1 toan L2 in RPOps after completing theLeadership Explorations Program andactively improving results for her team. I'mproud to work with Jodie, because I amconfident she will support me using herexpanding toolkit of resources andexperience.""Katherine has been a huge assist sinceaccepting her new role as a manager.Katherine excelled in what she did as anL1 and was stretching into the L2 rolesuccessfully for quite some time. Her newteam needed her, a breath of fresh airwith great perspective and a hands-onfrom experience approach. She was ableto take her new team from number 12 tonumber 6 in just one month. Her successis not just metric based it is behavioral!She took the time to build trust with hernew L1s, get down on their level to learnhow they learn best before making aperformance move. Her approach was asuccess and has me excited for what sheis going to do next!" One of two nominations!
Manager of the MonthManager of the MonthPost Order PruadSupply Chain Experience"In December Melissa completed thefinal step of a month long process totrain and launch the SCOpE team,Large PArcel supports version ofCARE. Melissa, in conjunction with hermanager, put together a detailedproject plan the involved every aspectof launching the team from training,TM, org browser, permissions, callrouting and the list goes on. Melissatruly batted above her level to keepeverything on track. At the end of theday the team launched on time and onheadcount and we've see shownengagement and results as a result.""Candace does an excellent jobacross the board. She isincredibly supportive to herdirect reports and theiremployees while drivingimprovements and innovation.She is consistent with praise,reassurance, and is alwaysthere to assist in any wayneeded. She has made atremendous impact since shejoined SST and we wouldn't beanywhere as successful withouther. We are extremely fortunateto have her as part of our team."
Alex PriaulxAlicia KnowlesAnnie GuynnCandace HuffChelsea BlairCody Van Der StappenCrystyl LaguerreEmily LarsenEmma LanginghamJason BurlbawJessica DegreyJewels TurnerJill HammerstoneJodie TeelJosh SevierJosh TIlsonKatherine FlaniganKelli HurleyKevin SimpsonKyle LearnMEGAN ANDERSONMelissa SevierMelody RojasMichael HewesSam PrindallVictoria Fadden
Employee of the MonthEmployee of the MonthOutreach Experience Team"Brett has been living and exemplifyingour People Principle every day. Brett hasbeen exemplifying WE DRIVE RESULTS:DELIVER RESULTS WITH AGILITY, WEWIN TOGETHER: BUILD THE BEST TEAM,as well as our other principles. Brett hasbeen doing amazing with his metrics,currently hitting top ten percent for thequarter, as well as 100% Perfect CSAT forsix months and at the same time has beenable to really help his team and frontlinewith any questions they have. Anytimesomeone on the team has a question, Brettis the first to jump in and get the answer aswell as the InfoHub as a source. He is seenas Mr. InfoHub and consistently is the go toperson on our team. He has been able totake this skill and implement itconsistently in our Peer DevelopmentChampion Program for our frontlineteams."Outreach Experience Team"Jaime is a crucial part to our team and achallenge champion. Throughout the monthof December, she has assisted her peers withquestions to help everyone be successful inthe various projects we have been assignedduring Peak. She has helped provideadditional training with CMT Tickets, andthe two Finance Projects (KMSpreadsheet/NACAR Tickets). Whilecompleting her own work, she takes the timeto provide help in multiple slack channels(Team 9, Team 7, RPOps Team, CMT,NACAR, Assembly Guides). To keep upmotivation and engagement, sheconsistently asks a QOTD and provides adaily quote. She is a shinning STAR." One of two nominations!
Employee of the MonthEmployee of the MonthPost Order Fruad"Thomas has been a fantastic teamplayer. He not only makes the effort tobe friendly and kind to everyone onthe team, he also starts conversationsto keep the team morale and fungoing. Thomas also strives forexcellence as he is always pushing tobe an owner over his performance.Recently, his hard work has paid offas he finished in the top 10 for themonth of October and continues tomaintain excellent metrics. Hisdetermination, kindness, andownership are excellentrepresentations of what it takes to besuccessful in SST." One of two nominations!Post Order Fruad"On a Saturday shift, when everyonewas heading out, Kevin took theinitiative to help a Frontline employeewho was dealing with a suicidethreat. Kevin immediately reachedout to the MOD and was able topartner together to assist the agentwith this very difficult customer.Kevin, is always helping out in ourslack channel and asks "Questions ofthe Day" to keep everyone engaged.Kevin is an awesome person to havein ERT and we are truly grateful tohave him apart of our team. Kevin isthe epitome of our We Win TogetherPeople Principle."
Employee of the MonthEmployee of the MonthPost Order Fruad"I really appreciate Andrea on taking thelead on organizing the team's huddle whileMagen is cruising it up. Ensuring the teamhas a consistent experience while Magen isaway is very important and I love theamount of detail and organization Andreais putting into this task. Nomination #2:She is always giving upliftingencouragement to all coworkers and is justsuch a positive light on our team!Whenever someone needs something, sheis first to respond and takes ownership inleading team huddles when needed.Nomination #3: Andrea is a great asset tothe team. She has been holding our dailyhuddles in Magen's absence. She providesnew updates and valuable information sothat we may perform our jobs to the best ofour ability. Truly proud of her courage totake on such task!"One of four nominations!Post Order Fruad"John has volunteered to lead topichuddles that educate and enlightenhis peers. He answers questions dailyin our two team and site chats withaccurate information and caresabout the success of his teammates.He is first in the huddle, posts the linkdaily, and stays after to learn more sothat he can help his team. He standsout as a collaborator amongst hispeers and is an asset to Wayfair andER Team #3. Even during difficulttimes, he remains positive andmessages the team chat to encouragemotivation and inspiration for ourteam."
Supply Chain Experience"This team volunteered to be part of our WinterFestplanning committee to bring a little fun and joy to theholidays for the Supply Chain Experience team. Over thecourse of 4 planning sessions they maliciously planned outeach day including the activities and payouts andpartnered closely with our engagement specialist on thecommunications tactics. The end result was a funinteractive way of introducing the activities via an adventcalendar and activities that were online or based on coremetrics but most importantly included all supply chainteams. We saw 80-90% participation rates on most daysand was very well regarded by team members. This groupshowed creativity, team work and strong communicationto pull off an amazing event!"Employee of the Month
Employee of the MonthSupply Chain Experience"Angel is a champion in We Are AlwaysImproving. He noticed a tabletcompliance issue in a DA that tabletswere missing daily and manual routesupdate was delayed due to the gapdriver's communication. Angel quicklypartnered with his manager to study thetrend and his concern was voiced to aCarrier Senior Leadership who helpedaddress the issue. Angel made sure tofollow up on the issue with a daily reportand after a short amount of time, theissue was resolved. Thanks to Angel'seffort and ownership, all the routes fromthis DA now are having tablets daily witha consistent update that provides properETA for our customers, consequently,reduces back and forth contact for ourLPS partners."Alex PriaulxAlexis BuckAlishia BenedictAmanda BagleyAmber BrownAndrea BestmanAndrew FitzgeraldAngel BoschAshawndia AndersonAshley ClarkBrenda StroutBrett SvedinBrittney DiazCasey MerrittCindy Woodson Dee EavesDylan KelferEmaria WarfieldErin PotvinErwin Smith Gail Little Holly McGrewJaime MarchonJared RaleyJenn DavisJoe MorrisonJoelene MatteauJohn CrowKaren FordKatie McAllaster Katie McAllisterKimmi CookKristina TaylorLeslie LangfordLeslie SinclairLisa Hayes-DickeyLisa ParksLisa RattanMaddelin McGovernMatty WestMichelle Cantois Pepper RiedbergerShawn RoakStephanie BelhumeurTaylor DixonTiffanie Burrell
Outreach Experience TeamEmail from a customer: "Hi, Jill. I’ve beenworking with Caryn in regards to my Wayfairorder being delayed and damaged. I wanted toreach out directly and let someone know thatshe’s been an absolute pleasure to work with,truly. She’s reached out to me a few times via thephone, and has been extremely prompt inresponding to ALL of my emails. I myself havebeen in customer service my entire life - rangingfrom Representative to Managerial level. Iwould absolutely LOVE to have an entire teamof Caryns! She’s been great - amazing -outstanding - and I now look forward to doingmore business with Wayfair in the futurebecause of her! She has been the MOST helpfulrepresentative from ANY company that I canrecall as of late. It’s nice to deal with someonethat truly cares and takes pride in what they do.She is a fantastic representative for your teamand your company - and if I could steal heraway from you, I would do it in a heartbeat. Ihope Wayfair knows how lucky they are to haveher on their team! Ken Scholl"Maria continues to be an asset for theWayfair Home Services Team! "Mariahelped me understand the best way toreschedule an Assembly service when Icouldn't get it to work." "She is verysupportive of her peers during our DHDlearning process. She explains the whybehind the process." "Maria makes melaugh when I call Pro Support! Always apositive experience when I get her."Maria is confident, resourceful andefficient. Always looking to improve hermetrics and find better ways to help.She shares info on the team slackchannel and is engaged during teamhuddles. Never allows a teachingopportunity to slide by. Gives others theresources to be successful." Supply Chain Experience
Post Order Fraud"So far for the month of December, Lindseyhas received 12 CSAT surveys, with 11 ofthem perfect 5 CSATs. Lindsey consistentlyensures that she is providing plus oneservice to her customers regardless of theprevious experience they had. Just like thiscustomer below: "Lindsey is amazing Afterspeaking with 6 other customersservice/sale staff and getting hung up onor unable to help resolve my issue/gettingpassed around she was incredible She isextremely valuable to your business and Iwould love to work with her again Thankyou Lindsey for all your help and makingmy experience with this purchase easy Iam a very happy customer thanks to youand your help I cannot say enough abouther." Nice work, Lindsey!""I would like to send this email ofgratitude and appreciation to anexemplary Wayfair team member Ms.Tiffanie B. The professionalism,wonderful customer service and thelevel of care and keen attention Tiffaniehas conveyed superseded my upmostexpectations and thus set the par ofexcellence and best experience I’ve hadwith a Wayfair team member thus far.Thank you Tiffanie, your efforts aregreatly appreciated and wish allWayfair customers are lucky enough toshare such a wonderful experience withcustomer support as did I. Happyholidays to you and your families! Best,Salma Al." Post Order Fraud
Amber BrownAndrew FitzgeraldAshleigh HicksBrett SvedinCaryn LeightonChris GuthrieChristiara JonesJenn TalbotJoe MorrisonKeyah ConnorLaRena ParmleyLaToya JeffersonLinda PropstLindsey HadleyMaria MaisonetSabrina BishopShanna OrmondTanaya FonsecaTeresa EnseyTiffanie Burrell
CMT117.26% to goal! 116.6% to goal!115.32% to goal!114.86% to goal!114.82% to goal!
FCOT116.02% to goal!114.95% to goal!114.73% to goal!112.64% to goal!111.7% to goal!
RPOps142% to goal!126% to goal!124% to goal!123% to goal!123% to goal!
ERT 95.86% to goal!94.02% to goal!93.99% to goal!93.95% to goal!91.96% to goal!
SST112.4% to goal!111.45% to goal!111.32% to goal!110.96% to goal!110.91% to goal!
DHD107.5% to goal!105.4% to goal!104.2% to goal!103.9% to goal!103.7% to goal!
LPS Inbound108% to goal!107.3% to goal!107.2% to goal!107.15% to goal!106.79% to goal!
LPS Outbound110.2% to goal!108.1% to goal!102.5% to goal!100.29% to goal!99.63% to goal!
Wayhome Pro Services111.3% to goal!108.1% to goal!102.3% to goal!102% to goal!101.4% to goal!