2023 Supervisor CX Success Stories

Finalist Success Stories

Charleen Berryman – 407 ETR

Charleen Berryman is approaching the 10-year mark as a Customer Operations Team Leader. With an unwavering commitment to service, she has achieved world-class certification year after year. Charleen has led her team to surpass customer satisfaction benchmarks and has cultivated an inclusive and supportive environment where team members thrive.  

Recognizing the importance of individual development in driving departmental success and coaching to behaviours has been pivotal to supporting the team in delivering a world-class customer experience. Under her coaching and guidance, her team achieved 87% World Class, 96% Customer Satisfaction and 96% call resolution in 2023.  

Charleen's contributions extend beyond mere metrics; she has redefined engagement, surpassing industry benchmarks and fostering a culture of empowerment within her teams. Charleen fosters engagement by communicating a clear vision, building trust among team members, nurturing strong relationships, and demonstrating unwavering commitment to the customer’s experience. Creating an environment where everyone feels valued and heard fosters collaboration and innovation. This approach inspires employees to be invested in their work, fosters a positive work environment, and ultimately drives departmental success.  

Charleen led a growing team of new hires and tenured direct reports, meticulously balancing day-to-day tasks while exceeding voice of the customer results. Several new hires received praise from customers under her leadership following their onboarding. Charleen was also responsible for developing and supporting the department's World-Class Performance Coach.  

Beyond her leadership effectiveness, Charleen's impact on the department resonates with her commitment to diversity, equity, and inclusion. She spearheaded organization-wide events celebrating Black History Month and co-hosted Orange Shirt Day, fostering a culture of inclusivity and awareness. Furthermore, she collaborated with various stakeholders to arrange quarterly volunteer opportunities for the customer operations staff, aligning seamlessly with our commitment to social responsibility.  

Embracing new challenges, Charleen transitioned to leading a new group of direct reports in the Digital Support Team mid-year, which speaks volumes of her adaptability and resilience. In every endeavor, she exemplifies the qualities of a true leader: vision, empathy, and a relentless pursuit of excellence.  

In summary, Charleen Berryman embodies the epitome of a world-class supervisor whose unwavering dedication, innovative leadership, and commitment to excellence have propelled her team to unprecedented heights in 2023. With great pride and admiration, we nominate Charleen Berryman for SQM's World Class Supervisor of the Year, as her contributions continue to inspire and elevate our entire department.  

Agents from Charleen’s Team have shared the following:  

• “I hope Charleen wins this award because she deserves it! Thanks so much for helping me set clear, actionable goals for myself. Your guidance kept me on the right track. I can’t thank you enough for your encouragement & support and also for going the extra mile. You have allowed me to grow and learn new skills, which I’m grateful for. Your work – work ethic, dedication, perseverance, can-do attitude, passion, and creativity – sets an incredible example for the whole team. As my Team Manager, you were the best to help me improve my skills, which is why I believe you deserve this award”. -Dwight Dixon  

• “Charleen is an example of true leadership. The supreme quality for leadership is unquestionable integrity.” -Amit Soni  

• “Working with Charleen has always been a pleasure because I know if I need anything, I can always count on her to support me with the knowledge and skills she has achieved over the years. She is always willing to help with any inquiries. She always has a positive attitude that makes her approachable and helpful when serving customers. We are lucky to have her, and I just wanted to thank her for all her hard work and dedication. We appreciate everything you do for us and the company!” -Linda Amer  

• “Thanks to Charleen’s guidance as a Manager and Mentor, I am developing my skills and desire to push myself out of my comfort zone and improve. She has a great work ethic; she makes me feel valuable and capable of achieving my goals and inspires me to set up new ones. She advises me on what to do or not to do in certain customer situations. She is an excellent asset to our company and a great person I have the privilege of knowing. Thank you, Charleen, for being present in my life.” -Erika Gutierrez  

• “I'm proud to call you my manager, mentor, and fantastic boss. It was a privilege to work under your supervision. I can't thank you enough for all the help and support you have provided me.” -Dipa Patel  

Customer Success Story:  

One of Charleen’s newest agents, Sam, received a customer commendation highlighting her knowledge and exemplary service. The customer remarked, “I love the 407! I love the commute. Just like your slogan, you are Fast, Safe, and Reliable! The 407 is marvellous, affordable, and much safer than the alternatives. I would put a 407 bumper sticker or plate cover on my car to encourage others to use the highway. I love the 407!” Upon receiving the feedback from the customer, Charleen went above and beyond and reached out to another department to get some 407 swag. She mailed the customer the 407 swag as a customer appreciation gift along with a handwritten thank-you note. 

Kalila Williams - Blue Cross and Blue Shield of Kansas 

I would like to nominate Kalila Williams for supervisor of the year. Kalila demonstrates daily what a true leader looks like. She treats everyone she meets with compassion, respect, and dignity. She is always there to help if you need it, as well as a listening ear as a friend. Her team is her extended family. We recently had our Christmas team gathering, and it was truly like a mini family reunion filled with laughter and good times.  

Kalila strives to be personable with each member of her team. She truly cares for her people and makes sure they feel welcomed.  

I came to Kalila’s Team as her Operations Lead in October of 2022. The following month my husband had a medical emergency, and I almost lost him. Kalila stayed in contact with me daily to make sure everything was ok, she talked me through when times were rough. A few short months later April of 2023, my son had a Traumatic Brain Injury at school, and I had to rush out of work. They had to fly him to CMH for urgent care. It was a very scary time in my life, and Kalila came to the hospital in the ICU and brought food, flowers, and things we needed to help ease the stress at the moment. These are the things that build strong teams—a leader who is compassionate about her team and cares for them on a personal level.  

Kalila goes above and beyond her duties as a leader. She makes sure that if there is an issue, she finds a solution. She is always in our team chat, helping and assisting. She puts in long hours to help solve problems and get ahead of future issues. She is a great role model; she helps educate her team for success in a way I have never seen from a leader before. She lets her team know if there are open positions for career advancement, even if she knows she may lose a rep. She refuses to hold them back from progression.  

Kalila has been in Membership since she started at BCBSKC. She knows that there was not much room for representatives to progress. She helped get it started, where the representatives could cross-train in skill sets so they could progress. She is the first supervisor to have a blended skill set team. Her team is bringing great results and exceeding expectations. As a leader of a World Class team, she does an amazing job, and her team agrees. As her Operations Lead, I could not think of a more deserving Supervisor for this great achievement. 

A few of her reps submitted reasons why she should be considered for Supervisor of the year.  

• “I have been on Kalila William’s team for about 18 months now, and I can’t imagine being under any other supervision. While all the team leaders and supervisors at BlueKC strive for the same excellence, I believe that Kalila’s efforts, attention to detail, sense of humor, and dedication to serving her team, the members, and the mission of BlueKC make her an excellent candidate for Supervisor of the Year.” 

• “Kalila always makes sure she is available to her team for questions, assistance, and support. I have had several situations when my lead (who is trained in Customer Service) has been out of the office, and Kalila (whose training is in Membership) has gone out of her way to make sure she finds me the information and support I need. Kalila’s heart for service shows in all her interactions with members and teammates. She always makes sure you know she is there for you.” 

• “Kalila pays special attention to getting to know who her teammates are outside of work. She knows “her people” so well that she can tell by tone of voice or wording when something is out of character for a teammate, and she jumps right in to support and assist. She has an amazing ability to have fun and relate to her team while still holding everyone accountable for their performance and growth. I love that I can expect group chats from her during the Chiefs games, personal check-ins from her when I am out sick, and discussions about my career goals here at BlueKC. Kalila is “all in” on all these various types of interactions. Her caring for those around her always shines through. For all the above reasons and so many more I truly believe Kalila should be considered for Supervisor of the Year.” 

• “Kalila really cares about each individual team member, she doesn't micromanage but encourages us to do the best job possible. If we are lacking information or need help, she makes sure we get it immediately she is one of the best managers I've ever had the pleasure of working for.” 

Stephanie Letendre — Blue Cross Blue Shield of Massachusetts

Stephanie is a supervisor who understands the importance of providing the right support to the members of her team.  She is always available to her associates and makes time to check in with them as often as possible.  She understands that coaching does not look the same for each member of the team and makes sure to tailor her time with them to meet their needs.  She spends the time to get to know her team’s strengths and weaknesses and celebrates every win. Her world-class ideas and support help her associates to grow and develop every day.   

At BCBSMA in Medicare Member Service, our new hire onboarding approach has been consistent for several years. Upon hire, our new associates attend new hire training followed by a nesting period. Upon completion of the nesting period, historically, we have transitioned new hires amongst five service teams. These associates join established teams with a range of experience and tenure.   Stephanie, along with her leader, put forward a proposal to pilot a different approach to onboarding Medicare new hires.  Stephanie and her leader proposed the creation of a new team that would take an entire new hire class from training and onboard them together into a newly formed team, led by Stephanie and her leader.  The hope was that this new team would form meaningful relationships and bring fresh eyes and ideas to the group. In an entirely virtual role, the plan was that this approach would give this team a new way to bond that would keep them engaged in their new role and encourage each other. The excitement caught on fast, and the initial members of the team were heavily involved in the success of one another. They have continued to accept new team members with open arms, always making themselves available to provide support. This approach also provided a different perspective on coaching and development. In this short time, there has been minimal attrition and multiple promotions among the team. 

Feedback from Stephanie’s manager: 

“At the beginning of 2023, Stephanie identified opportunities for the team and began to fold ideas into her coaching and meetings with them to help improve their performance metrics.  The first thing that needed to be addressed was associate understanding of FCR and what it means to have a World Class Call.  It was important to Stephanie that she give her team of brand-new associates a good understanding of how they were being measured. Stephanie set up a team meeting explaining these things and providing tips on how to improve. She shared observations that were causing associates not to achieve a World Class survey and pointed out positive behaviors that contributed to World Class surveys. She then spent many weeks giving associates additional support such as mentoring with high performing associates and spending time listening to their own calls to identify areas of improvement.  The associates appreciated the time to reflect on their own calls and expressed how doing so had given them better insight on how to improve. 

After spending time giving additional support to everyone on the team, Stephanie scheduled another team meeting to focus on everything they had accomplished and how much they had improved. She shared member verbatims for the associates that demonstrated their ability to provide FCR on every call.   

Throughout the year, as feedback/ideas for improvement were shared with all teams, Stephanie continued to speak up for her team and remind everyone that her team was different because the team consisted of only new associates and did not have any seasoned associates.  This meant this team needed to be treated differently at times and needed different types of support and expectations.  She truly cares about her team and advocated for them to receive the support that was the right fit for them.  Stephanie continued to think outside the box and provide tailored coaching and meetings for her team. 

Throughout the year, the team continued to grow, ending 2023 with 26 associates.  They have become a close-knit team that supports each other, especially new team members, just as they have been supported by Stephanie since the beginning.” 

Some of Stephanie’s current and former associates have shared: 

• “Ever since my first day at BCBSMA Stephanie has always made it known that all she wants is for our team to succeed. She has always been there when I’ve had any questions or concerns. She has played an important part in helping me feel comfortable in my role as a member service representative, especially being so new to the company. She always makes it known she is always available to chat or to provide any assistance in any areas I may find myself struggling with. I aways look forward to any coaching session I have with her. I know I will come out of it with more knowledge and more confidence. It’s incredibly refreshing to be recognized for a job well done and I know Stephanie will always deliver a kind and uplifting message to make it known she’s proud. Even on our busiest of days, I can always count on her to try and lighten the mood and make sure I/we feel like we are all valued.” 

• “Stephanie is the hardest working and most deserving supervisor for this award. I have had the pleasure of having her as my supervisor for the past year and it has been an amazing experience. I had my fair share of struggles in the beginning of my employment, but she has always taken time out of her day to make sure I was receiving the resources that I needed. She has contributed a lot to my hard work and success as an employee of BCBSMA. I appreciate her always being caring, selfless and thoughtful. I can always count on her for any help. Stephanie takes her time to make sure that everyone in our team is operating at their best and has all the right resources to excel. I admire her communication; she consistently reaches out from time to time to check in and express gratitude for the advancement of our team. I am grateful to be a part of the MM6 Mavericks with the most spectacular supervisor.” 

• “A team’s success stems from the leadership that has guided them. Stephanie was faced with many challenges being a leader of a new team with all new associates. With so many unknowns and so much to learn, Stephanie never let that stop her or her team. Stephanie is always available for any assistance needed to make sure her team has all the guidance necessary. Stephanie’s positive energy and encouragement have played a tremendous role in my growth in the company. Stephanie believed in my potential and continuously encouraged me and others to strive and grow. I honestly do not believe I would be in the position I am today if it were not for her remarkable leadership. We are tremendously lucky to have her as part of our leadership team.” 

• “I had the honor of having Stephanie as my supervisor; she was very supportive, attentive, and always made me feel I was appreciated and a valued team member.  I became a permanent associate in April 2023 and, through her coaching and leadership, quickly elevated to mentoring others, and training for additional skillsets and to back up our Engagement Specialist team.  She always told me I was an asset to our team. When the role of Engagement Specialist was available, she encouraged and supported me to go after it. I am grateful for the support and leadership she has provided to me.” 

Here is what one of Stephanie’s coworkers had to say: 

• “The role of a leader is to coach, guide, and inspire others. The leader is the person you look to during challenging times for guidance. They are the person the team looks to for motivation and support. For our team, this is Stephanie Letendre!  As a former CSR, Stephanie has the unique ability and perspective to connect with and guide her team. As a leader of a new team concept, Stephanie has not only been able to navigate unknown and new challenges but has also implemented solutions, while driving the team’s growth and success. Her constant support of associates through coaching and feedback has been instrumental in pushing our associates to reach their goals and full potential. Our associates have come to depend on Stephanie as a source of encouragement and positivity!” 

Feedback from Stephanie: 

“In December 2022, I began my new role as the Supervisor for a new team of associates, after spending several years as a member service representative during the pandemic.  This team was brand new, learning and growing.  My team was originally made up of 14 brand-new associates. Over the next year, we increased in size to 26. 

I knew taking on a new team, among a department with five other established teams, would present its challenges. Getting to know the associates on my team was my approach to best learn how to lead them. My focus at this time was to make my support known and available as much as possible. With our busiest time of year behind us, I could shift my efforts into building my team.  Knowing everyone has their own style and method to learning, I wanted to allow associates to grow in the way they felt they could.  A survey was sent out to the team asking what teaching approach they found most helpful. The results allowed me to provide support based on the associate. 

Based on these results, my team and I spent a great deal of time doing role plays and call calibrations. They also spent time listening to their own calls, mentoring, getting live assistance during a call, attending clinics and focus groups, and taking calls in pairs. I regularly met with associates to share positive verbatims and FCR feedback during coaching sessions.  

A few associates needed more assistance, and a robust coaching plan was created and put in place to support them individually.  One of my associates has made tremendous gains since successfully completing their coaching plan.  They were struggling with confidence, taking the member out of the loop, and offering all options.  They were provided extra coaching sessions, mentoring, weekly check-ins, and call listening opportunities.  She took great advantage of this added support and stated she benefited best by mentoring and listening to her own calls.  Allowing this associate to grow and learn in an environment that worked best for her proved to be a success.  This individual is now one of our top representatives.  She supports and provides their knowledge to our department by providing mentoring and support to others. Most importantly, she consistently assists our members with kindness, respect, and quality service.  She has become an incredibly strong and confident associate. 

It has been important to me to put my time toward working on team building.  With the entire team working from home, I do my best to create a sense of belonging.  We continue to spend team meetings focusing on improving, getting to know one another, and working together to reach our goals.  As their supervisor, it is important that I help lift the team when needed. Keeping the team advised of where we stand is needed, even when the message is difficult to hear.  I find it is best to buttress these conversations with positivity.  Public praise is an immediate confidence boost. Associate recognition presentations and team accomplishments are often shared during team meetings and in our team chat.  

In addition to having a team chat that allows for associates to ask questions and receive important notifications, we created an additional Teams’ chat to stay connected in different ways.  The “Water Cooler” chat allows our team to tell a joke, brag about our kids, post a silly picture, discuss last night’s season finale, share a recipe, or solve a puzzle. This has allowed our team to bond while not losing sight of the importance of their role. 

When I became a supervisor of this new team, I wanted to provide my team with the support I needed as an associate. Each associate is unique in their own way. Juggling work and life is a challenge. I take pride in providing that safe space for my associates to share these struggles with me.  

2023 was a successful year for my team; we have grown in numbers and knowledge.  I am very thankful for the support I received from my colleagues, and I’m very proud of my team. I am looking forward to seeing what we can become in 2024.” 

Statement from the Director of Medicare Service, Training and Quality: 

• “Stephanie is the definition of a leader. She has challenged the norms of our call center and is constantly seeking new and innovative ways to make meaningful connections with her associates. She has followed them since training and cultivated a team culture of open communication, transparency, and creativity. Stephanie and her leader have made such an impact on their team’s overall SQM performance by allowing their associates to help drive outcomes. Stephanie’s ability to connect and make associates feel valued and in control of their performance is truly incredible. She has become a role model for her peers and our leadership team!” 

Billy Barnes – HCSC (FEP)

Billy Barnes is a supervisor on my team. He is a calm and nurturing supervisor. He has 27 years at HCSC as a CA himself, a Trainer, and now in his current role as a supervisor. His training background gives him the extra quality of being able to identify what an individual needs to be successful. He is an encouraging supervisor who not only understands the importance of coaching and feedback, but he also makes it a daily point to take every opportunity to coach while on the call, reviewing calls, or from outside areas that provide him with feedback for his team.  

Billy is in an area that has new hire agents. These agents go through three different types of training to acclimate them to all three phone skills in Benefits and Eligibility, Provider Claim Status Inquiries, and finally, reaching the pinnacle of taking Member calls. This process allows our agents to take the time to learn each phone skill well. We at HCSC begin focusing on the member experience with the first leg of training. Giving all our agents time to get familiar with SQM expectations prior to taking member calls. We feel the SQM process is so important that we need to master it with every call for both our Providers and Members.  

I reached out to Billy’s team for feedback on what makes Billy so successful in his coaching with them. This is what was shared: 

• “When I was struggling in my steps, Billy kept encouraging me to keep going. He got me some much-needed help and was more positive than I was. That helped me get through.” 

• “My supervisor has helped me be successful by providing positive feedback, even in areas I may need to improve. he gives feedback in a way that is encouraging. It makes it easier to take and makes me want to be better, as opposed to getting harsh feedback, he makes sure to be positive. Thank you for making me want to be better at what I do and be successful in my career.” 

• “Billy’s positive feedback has been very encouraging; he has been incredibly supportive in my new journey. Thank you for all that you do.” 

• “Since day one, my sup has both encouraged and aided me in developing my CA skill set. During our feedback meetings, he provides great praise for the high point of my calls. If there is ever anything I could have implemented differently, he will provide different options so that I can choose the best one to apply to my personal call flow. Overall, Billy is a great motivational leader and educator. He has all the qualities necessary to lead our team to achieve high performance.”  

• “It has been an incredible experience to work under someone who is multi-talented and resourceful. He has shown me so much support over the years, and I am grateful. I learn from him every day, and working under his team has been an amazing experience.” 

As Billy’s manager, I think of Billy as a World Class Supervisor in every aspect of his job. He has a cheerful outlook every day. Billy and all HCSC sups have a phone call review for their teams and other customer advocates as part of their daily expectations, and he did a wonderful job of completing his phone call session expectations every month in 2023. Billy’s past training experience gives him the great patience he practices with his new hire teams each day. He ended 2023 at 80% for FCR and 91.36% CSAT. These numbers are so impressive because Billy had a total of 5 new hire classes in 2023, which means he had a revolving door of inexperienced staff that needed continued guidance, coaching, and feedback, as they made themselves familiar with all our tools, processes, and especially the SQM process. All our agents take phone calls for our five states in Texas, Illinois, Oklahoma, New Mexico, and Montana. They have a career path to become a one-stop shop. Billy is an integral member of our leadership team and our concentrated effort at HCSC to enforce “Every Survey Matters,” which is why we begin the SQM information and training way before our representatives take Member phone calls.  

I asked Billy to share his insight with me, and this is what he said. 

“I take pride in my multiple years as a World Class Supervisor. In this area, I treat it like all the other metrics I coach to, and lead with open communication. I make a point to keep my CAs aware of their progress, both successes and improvements needed. On at least a monthly basis, I send a performance snapshot to each CA on my team. For my member CA’s I make sure to add in their FCR and CSAT. In addition, I send each CA a listing of each month’s surveys with member comments from the SQM Sharepoint. On their Performance Snapshots, I make that a cumulative email and add to it each month (in February, I will forward January’s email and add February to it), so they can follow the email string down and monitor progress throughout the entire year. In addition, I try to make a point to praise successes in team huddles. By sharing weekly reports with World Class Calls for the prior week, I can highlight the positive results for the member CA’s and make a point to tell others to strive for success. Our huddle discussion this morning included a breakdown of the recent increase in members, indicating Multiple calls to resolve, so I pointed out the importance of end-of-call scripting to drive the member expectation for the survey. In summary, I feel like success is based on frequent and open communications with the CA’s and constant coaching to strive for success. “ 

I could not agree with Billy more! Success in 2021, 2022, and now for 2023 has been because of Billy’s dedication to provide his team with continued education, feedback, and positive praise. He gives his team the knowledge to understand why member surveys and what they communicate are so important and vital to the overall member experience. His team trusts that what he is communicating is what is needed to improve and sustain that amazing performance that we challenge all our teams and leadership to deliver. It is for this and so many other reasons that I believe Billy should be the Supervisor of the year. 

Tanalee Luedtke – Security Health Plan

From Tammy Anderson (agent on Tanalee’s team):  

I would like to nominate my Supervisor, Tanalee Luedtke, Security Health Plan, for Supervisor of the year. 

Tanalee goes above and beyond to offer support as well as encouragement when helping our members.   Her coaching style is phenomenal.  We are held to very high standards of providing world-class customer service to our members on every phone call.  She recognizes an opportunity to turn a good call into an outstanding call with suggestions on how we can always improve our member experience.   

This example is just one of many on how she has provided support and insight to ensure resolution: 

I had taken a call from a member who was having an issue with his premium payment.  He stated he was set up to have the payment directly taken out of his checking account, but the payment didn’t appear to be deducted on his end. Our member and I had a great conversation and interaction throughout the call.  I confirmed that he was set up for auto payment through his checking account, and everything looked perfect on our end, so it had to be an issue with his bank. Our call ended, and in my mind, I felt it was a good call and that I had resolved his concerns; however, this call got audited, and our member stated his concerns were unresolved. 

Tanalee did such a wonderful job of coaching me on this call.  She suggested she would have reached out with the member to the bank to find out where the issue was coming from. This was an important lesson for me and has stuck with me since this call.   

Everyone’s interpretation of outstanding customer service is different.   Had I taken an extra step and reached out to the bank with our member, all of his concerns would have been resolved, not just confirming it was not an issue on our side. 

I have the utmost respect for Tanalee and am thankful for her as my supervisor!  

 

From Katie Johansson – Quality Workforce Analyst:  

Tanalee has been with Security Health Plan Customer Service for almost 10 years. She started as an agent on the phones and quickly worked her up into senior roles and recently a supervisor position. She was a Team Lead of our Training team for 4 years and then switched to become a Team Lead of our Auditing team for 2 years before recently becoming a Customer Service Supervisor, where she assists with both Training and Auditing. Her knowledge and work ethic are unmatched. She is extremely organized, hard working, and is a wonderful role model for others in the department. She consistently goes above and beyond what is expected of her and always has a beautiful smile on her face, ready to jump in and help in any way that she can.  

Tanalee had 592 surveys in 2023. Tanalee has consistently had a high-performing, World Class team thanks to all of her hard work with her agents. She had a 1% increase in her FCR over 2022 at 88%. CSR CSAT and World Class stayed consistent with 2022, both staying at 95% and 93%. Keeping these high stats year after year is in large part due to the amount of time and effort Tanalee spends with her team. She is in constant communication with all agents on her team, providing feedback on all interactions, not just poor ones. She is always looking for improvement opportunities and isn’t afraid to have tough conversations with her agents while also making sure she gives enough positive reinforcement as well. She has figured out how each agent on her team works best and how to effectively communicate with each of them. Tanalee holds herself to a high standard each day and expects the same from the agents on her team. Being such a positive role model for her team has made a significant impact on the team overall, as everyone who comes in contact with Tanelee strives to be better and do better because her positive and get-it-done energy just radiates and ignites everyone around her.  

Tanalee is very deserving of this award. She is a very well-rounded supervisor, and we are lucky to have her on our team in Customer Service.  

 

There is a specific agent on Tanalee’s team who has made a remarkable turnaround on his SQM stats due to the coaching provided by Tanalee. Richard Merkel won SQM’s Most Improved Agent award 2 years ago, and he continues to perform and improve year after year. In 2023, he had a 7% increase in his FCR from 2022, going from 85% to 92%. His overall World Class had a 3% increase in 2023 from 2022, finishing at 96%. To see the growth and improvement for him year over year is very impressive, and a big thanks goes to Tanalee for all of the effort and work she has dedicated to his coaching to help make him a better agent in providing world-class service.  

Some of the additional duties that Tanalee is responsible for, in addition to her call coaching duties: 

• Helps manage our member complaints. She works closely with CS Management and the SHP Quality Team to ensure that our members' complaints are being reviewed in a timely manner, and action is being taken to help address any issues or concerns.  

• Assists the auditing team in coordinating and presenting at the quarterly department awards meetings that review. 

• Manages our Training Team consisting of 4 Trainers who directly report to her 

• Manages the schedule of all training  

• Holds weekly training meetings with the full management team  

• Ensures Training timelines are being met and the team is working efficiently

From Manager Wendy Rindfleisch (Director of Member Experience):  

Tanalee is a rare find, and I’m grateful to work with her. We have an awesome leadership team that strives to be cohesive, and she is a key role model for our department. She is not afraid to take on complex situations and has poise and professionalism in her interactions. Her core behaviors and skills really help support the alignment of Team Leads/Call Coaches and Training Specialists as they all give individual guidance to the Customer Service contact center staff. 

The Team Leads have an admirable level of communication with each other, and I really can't say enough positive things about how Tanalee’s personality and work ethic have played a strong factor in that! 

Last year Tanalee was promoted into a Supervisor role to take on the Training Specialists as her direct reports, but she remains part of the audit team and has helped improve cross-communication to align goals. She loves doing audits, so she kept a smaller subset of her CSR team while mentoring a Team Lead who transitioned into audits. Whenever a Team Lead or Trainer would like a second opinion on scoring a call, Tanalee is happy to help, level-headed, and decisive with her feedback. I think the sky is the limit for Tanalee! Beyond her organizational skills and professionalism, she is a hoot to work with. I appreciate how relatable she is and her ability to lighten the mood under stressful situations. I look forward to seeing her continued growth and learning from her values myself as well.