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Manager CornerLet's CELEBRATE Valley Coast!At the start of Q2, we challenged this team to focus on businesspriorities, specifically on areas we could be better Owners of OurBusiness (LIT, Replacement Parts and aLCR compliance). This teammet that challenge by consistently executing these goals whiledelivering great customer care. As we now look at the new Q3 goals,the work we have done throughout the last quarter will set us up forsuccess. We continue to challenge this team in keeping that barraised high while also celebrating the great success you areachieving. With that said, we got a lot to celebrate!!!! Let's recap as ourachievements and successes June and Q2. We finished both Juneand Q2 as the #2 site in the Network, finishing over 102% to goal(only two sites in the Network to achieve this!!!!). Our success was driven by strong execution throughout the quarteron key behaviors and goals: aCLR (39.1%), LIT (85.02%), RP(69.28%), CSAT 92.64%, P2DRR (85.69%) and PHT (538 seconds). Now let's go after Q3!!!!!. Maureen HeadsSenior Manager
Starting the week of July 25th, our own Tim Pinsonneault will betransitioning to the B2B Service Team.Tim will be missed, but we are excited for this opportunity for him to supportour partners in B2B. This is an area of our company that continues to growand increase each year. Continuing with the success Tim has had at othersites, he will be at the forefront in leading and developing long termstrategies to support our business customers and peers. From Tim: Over the past 16 months I have been lucky enough to work with theVirtual Bryan, Virtual Bangor back to VC and now onto the next adventure. Theone constant with all of these sites is the great people I get to work with and comingback home for a few months reinforced that! I look forward to seeing this site continue to grow and dominate the rest of thenetwork and feel free to stay in touch on slack! Thank you all for everything,Tim Pinsonneault Senior Manager Upcoming change
This month we started the process to have all teams in ValleyCoast transition into the Digital and Chat world. This is part of alarger Network and Wayfair goal to become Omni-Channeled bylate-2022 into 2023. What is Omni-Channel?The concept behind omni-channel is togive customers more flexibility on thetypes of platforms they can shop on aswell as their preference in how theyconnect or communicate with Wayfair. This allows us to continue to increasehow we personalize the customer'sexperience, while providing seamlessexperience between multiple channels. We are excited and proud that Valley Coast as once again beenselected to lead the Network in expanding our business. At theend of May, we partnered with our Physical Retail colleagues byproviding them customer service support. Now, we are moving tochat!Thank you TEAM for your enthusiasm and excitement!!! And THANK YOU for living our People Principles of Being anOWNER as We ARE ALWAYS IMPROVING by supporting the future growth of our business!!!!!
We appreciate you! Wayfair turns 20 in August, and we’re spending all monthcelebrating the big milestone on August 29th! As wecelebrate two decades of home, we want to take the timeto thank the people who’ve gotten us there —all of ourwonderful Wayfarians! We appreciate all the hard workyou’ve put in to help Wayfair grow over the years. Staytuned for all of the 20th Anniversary fun, including fungames, appreciation callouts, and a very specialcommemorative gift for all Wayfarians!
MONTHLYTOP PERFORMERSBrittanySprayberryKristaGilliamJessicaYearwoodAntonellaSurprenantCheyCushman
Krista GilliamEmpire AwardEmployee of the MonthKrista consistently focuses on her performance, proactivelyidentifying where she needs to make adjustments or how to utilizeher strengths to impact multiple KPI areas. Krista is an activeparticipant in huddles, slack & meetings to offer insights and bestpractices to her team. Krista finished June as top performer by increasing her phone 2DRRMoM by 4.5%, while maintaining a 95.45 %CSAT.
North StarGinny HughesManager of the MonthDuring the month of June, Ginny consistently executed on each one ofour People Principle pillars. For We Driving Results, Ginny’s teamcontinued their consistent performance by driving RP (71%), aLCR(40.86%) and LIT (85.32%), while also delivering great customer carewith CSAT (95.07%) and P2DRR (86.2%). For We Win Together, Ginnyhas partnered with peers, leaders and program managers to helpramp up the Physical Retail Pilot. She is also currently leading theLeadership Essential Program (LEP) at Valley Coast. And for WeAlways Improving has helped lead her team through changemanagement with new Q3 KPIs and our transition into Flex.
AMETHYSTAWARD WINNERS Becca FaganLaura Murray
MonthlyNominees Nominate a peeror manager fornext month! Employee of the MonthAmethyst Becca FaganJeremy LongJohn GraceKeenan BristowLaura MurrayLisa JosephTangeMarianne BowenMelissa JohnsonWes JamesAntonella SurprenantBrittany SprayberryDustin CoeKelly HudsonKrista GilliamPamela Cleffi-RabadiSharita Pringle