Comdata was a three-time Stevie award recipient during the 2016 Sales and Customer Service awards at the Paris Las Vegas Hotel on March 4, the company has announced.
Terry Roney was named customer service leader of the year. Roney is the VP of enterprise support and fleet implementations. During her 11 years with Comdata, Roney has built a team of implementation, training and support professionals that regularly surpasses the expectations of more than 3,000 of Comdata's most valuable clients and allows Comdata to stand apart from its competitors, according to the company.
Recently, Roney played an integral role in establishing a new onboarding and quality assurance process for a key client whose outside sales team was challenged to create new accounts. She provided actionable ideas, led a capable team through a controlled process, and established a feedback cycle. Simultaneously, she took responsibility for bringing her team onto a new customer relationship management (CRM) system to manage new customer accounts, monitor SLAs, and process daily driver support calls, according to Comdata.
Pam Beasley was named customer service manager of the year. As Comdata's customer service manager, Beasley leads a team of 16 professionals that care for Comdata's largest clients.
After beginning her career as a customer representative, she took on roles of increasing responsibility including client services lead and training and support before leading a team today that supports Comdata's most complex and important clients. Beasley has instituted several major processes to help maintain and grow Comdata's clients and has also been an integral part of extending several national account contracts for prolonged periods, according to the company.
The company also won for best use of technology in customer service. Comdata customized an automated integration to gather real-time results and immediately actionable customer feedback. With the new intelligence this solution generated, the company was able to identify clients with lower satisfaction scores quickly, and solve their concerns in a timely manner.
Within five months, NPS scores rose by 20%, the amount of time taken to close an active case has decreased by 75%, and reps are now more effective and knowledgeable on products. Managers now spend less time monitoring calls and more time on the floor and coaching reps.