John has been a member of the SYKES family since 2016, when he first started as a customer service agent for a telecommunications client. Though it was his first customer service position, he exceeded his sales targets month after month and was often ranked in the top 10 for sales. Within the year, he was promoted to Work Force (OMD), a position he held until the close of the contract in 2018. Shortly after that, he began supporting a new financial services client as a quality analyst and started the new year off with a bang with a promotion to team leader.
As a quality analyst, I make sure our customer service agents are following our procedures and delivering the best possible customer experience.
The first thing I do when I settle into my desk is look at the scores from the day before to see where we can improve and where I may need to do some coaching. I’ll check emails to make sure there’s nothing urgent, grade a few evaluations and send a few emails out to the floor. Then I’ll walk around the floor answering questions, coaching and just helping out wherever I can.
Interacting with agents, coaching them and seeing them grow.
Really making the customer feel special. There are times when we can’t help, but it’s important to make sure we are empathizing with them, putting yourself in their shoes and really providing that customer service experience.
Bowling, playing piano at my church and playing cards
The ability to heal
Baked macaroni and cheese
“You” by Jermaine Dolly
I would love to be an account manager here at SYKES. I’ve had such a great SYKES experience and made some lifelong friends here.