E3T2 Winner

Congratulations to this quarter’s E3T2 winner, Sean Mead. Sean’s leadership of the Call Center initiatives has been a significant factor in the growth of the program. Client responses to the results of these initiatives continue to exemplify the E3T2 culture along with the advantages we receive with these accomplishments.


Sean’s Submission: Earlier this year I began running Call Center projects for Mosaic. At first, we would get a project every couple months, and each experience with the projects tended to be a bit confusing. I quickly realized that the confusion needed to be removed or these projects would not be successful. I got all of the parties involved with the projects; we then created and documented a “Standard Operating Procedure” (SOP) for Call Center projects. We now follow the same process for each and every project that we start. Another change implemented was to start using GA staff rather than using temporary workers. The implementation of the SOP and the reduction of temporary workers has helped the projects to run smoother, become profitable and receive great feedback from our customer. We were getting these projects every month or so, and now I am currently running three campaigns at the same time with two more potentially starting within the next couple of weeks.

 
Director Comments: Sean’s leadership of the Call Center initiatives has been a significant factor in the growth of the program. Client responses to the results of these initiatives continue to exemplify the E3T2 culture along with the advantages we receive with these accomplishments.
His efforts in right pricing while controlling costs along with the operational processes developed have resulted in an ability to react quickly and effectively to the client requests! I see continued growth and success on the horizon with our call center projects. Congratulations Sean! – Dennis Brinkhus
Sean has truly owned the call center project management. He uses each call center project as a springboard for improving the next one. He manages the people and time and is always looking for ways to make the projects more efficient and profitable. Sean’s ownership of this project flow is what has made the potential for more projects grow. Great job, Sean! – Erica Bash

“The concept of “exceeding customer’s expectations every time and touch” is so much more than just a statement or a motto. It was developed out of a sincere passion to take the customer experience to unprecedented levels. It is about truly looking at each and every interaction with our customers (current and potential – internal and external) and finding ways to provide a superior customer experience.” - Josh Hobick, President