CyberScout - Front-Line Customer Service Professional of the Year

Company: CyberScout
Company Description: CyberScout provides comprehensive identity management and data defense services to individuals, families, and businesses. Available through more than 660 client partners, our services cover 17.5 million households, 45 million individuals and more than 770,000 institutions worldwide. CyberScout receives awards annually for their customer service and averages a 99% customer satisfaction score.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - All Other Industries

Nomination Title: Christine Popke

Christine Popke is a Cyberscout Fraud Investigator with 14 years of experience helping victims of cybercrime resolve their issues and providing them with the education to empower them to protect their identity, their finances and their families.

In addition to holding herself to a high standard, her work performance and the customer service she delivers continues to be above and beyond the expectations the company and customers have when helping victims of cybercrime.

Today, Christine is one of Cyberscout’s top fraud investigations, receiving rave reviews from customers she comes in contact with on a daily basis.

At Cyberscout, the customers we serve have experienced a crime and these victims can be impacted emotionally, mentally and physically. Christine possesses the knowledge to help resolve the cyber issue while demonstrating empathy to help the victim move past the issue and back to normal.

Outline the nominee's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

Christine Popke is a top fraud investigator with Cyberscout and is consistently a high performer. Since July 1, 2019, she has helped victims of cybercrime during 1,079 calls, and processing 1,204 claims.

In addition, Christine receives extremely positive survey scores, exceeding company expectations, with an average survey score of 99.15% satisfaction rate. At Cyberscout, fighting cybercrime and making it easier for consumers to protect themselves and their families from cybercrime is our mission. Christine helps support this mission by providing high quality fraud resolution services to victims of cybercrime and her quality audit scores demonstrate her ability, exceeding minimum threshold requirements and scoring at 99.02%.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):

For the past 14 years, Christine Popke has helped victims of cybercrime with resolution services as a fraud investigator with Cyberscout. In her role, she demonstrates a high level of patience and understanding when working with victims who have been impacted emotionally, mentally and physically. She is able to adjust her approach when speaking to customers to ensure they understand the resolution process which can be new and seem overwhelming to the victim.

In addition to providing the necessary resolution services as a fraud investigator, Christine is able to develop a relationship with the customer that makes them feel comfortable and at ease when going through a very difficult time in their life. The customers she has helped appreciate Christine’s approach and level of support which is evident by her high survey scores.

While Christine takes great pride in her work and strives to exceed expectations from customers as well as the company on a daily basis, she is always looking for ways to improve her knowledge and skillset.

Christine has earned her Fair Credit Reporting Act (FCRA) certificate and is currently working to become a Certified Identity Theft Risk Management Specialist (CITRMS). Not only does this demonstrate Christine’s passion for lifelong learning, but also her passion for helping victims of cybercrime by continuing to enhance her knowledge as a fraud investigator.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Cyberscout customers give Christine Popke high marks and positive comments in surveys:
“Christine helped me through this difficult time. She provided me with all the right information and helped me file all necessary paperwork and documents. She was like a good friend.”
“Christine Popke was amazingly friendly, provided an abundance of resources to help me take the steps necessary to protect my credit. She followed up diligently, and I received notices from the three credit bureaus that the seven-year security alert had been implemented, and the inquiry was removed quickly.”
“Christine did a great job and was very supportive throughout the process. I would request her again if I had need of this service.”
“Christine Popke was great to work with and assisted me with my fraud alert issues. She was very helpful, explained things I needed to do, and followed up with me. I would highly recommend Cyberscout for assistance with fraud alert issues.”
“Very helpful. I think your advice directly led to the positive resolution of my incident.”
“Christine was knowledgeable, and I greatly appreciated the personal hands-on support and follow up calls.”
“Our representative Christine Popke was the absolute best. We’d be lost without her.”
“We feel like Christine (Cyberscout) saved us. We did not know where to turn.”