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Employee Spotlight

Rose Statzell

Customer Service Representative

After graduating from high school, Rose knew she wanted to stay home and help her mother take care of her grandmother. She had heard of work-from-home opportunities before, but it seemed too good to be true. Then, she stumbled on a job listing via a Google search. With SYKESHome, she found an opportunity that would empower her to earn a good living AND be available to her family. Over the past six-and-a-half years, Rose has supported three Fortune 1,000 companies as a customer service representative.  And despite working from home, the collaborative environment at SYKESHome has enabled her to build lasting relationships with her co-workers, so she never feels alone.

What do you do?

I work from home providing customer service for a health and wellness client. I support customers by phone and live chat.

What’s a typical day at SYKES like?

I turn on my computer, get set up for the day and read over emails from the day before. If there are any new articles or updates in the knowledge base, I read them over. That way, I know about any new promotions, products or system updates. Then I take calls or live chats all day.

What’s the best part about working at SYKES?

When we get a resolution. I love when a customer says to me, “This is the best customer service call I’ve ever had. I’m so glad I got to talk to you.” It makes their day a little bit better.

How do you deliver excellent customer service?

I try to make it personal and match their needs. If they want to talk about products, I give a lot of information and I relate to them. If it seems like they’re in a rush and I hear kids in the background, then I try to move through things quicker. I try to deliver a customized experience.

How do you stay connected to each other virtually?

We use Spark rooms, which allow us all to communicate in one hub. We’re in there all day. My team lead is very involved, and our manager is too. I’ve worked with all these agents for a few years, so I know them really well and have been able to build relationships with them.

What do you like to do when not working?

I love to cook, and I help my mom take care of my 99-year-old grandmother. I love that I get to work from home, because if anything comes up during the day, I can help her out and spend some time with her on my lunch breaks. In the summer, I love gardening and going to the pool.

What are your go-to dishes?

Burrito pie, Thanksgiving in a pan, and I make a chicken and artichoke pasta dish that everyone loves. I’ll try anything that looks doable on Pinterest.

Who’s your fave top chef?

Ina Garten. She’s practical.

How would you describe SYKESHome in three words?

Supportive. Growth-oriented. Awesome.

What app can you not live without?

My podcast app

What superpower would you have?

Invisibility, so I can find out what people need

What did you want to be when you were a kid?

A marine biologist then a teacher

What are you currently binge-watching?

24 … and yes, I know I’m way behind!

Where do you see yourself in 5 years?

If the account I’m working on now opens up new opportunities, I would like to be a team leader. My goal would be to stay with this account but advance my role.