Voya Financial - Young Customer Service Professional of the Year

Company: Voya Financial, Chandler AZ
Company Description: American financial, retirement, investment and insurance company.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Financial Services Industries

Nomination Title: Anessa Blanco-Paiz

Anessa Blanco-Paiz joined Voya on June 17, 2019. Anessa had spent her previous five years in various inbound and outbound contact centers. Since joining Voya, Anessa has amassed numerous personal accomplishments, while supporting the growth of business and our West coast footprint. Anessa was promoted to Senior CSA 2/1/2020 after quick recognition in performance and coaching abilities. Anessa had built in several Standard of Work for our business; assisted in new hire trainings in a SME role; assisted in several impactful projects within the contact center that created positive impacts to client and employee experience; received a high achievement for an internal recognition program from Management/peer groups; earned 25 accolades from those groups on work she accomplished, and she received a “Diamond and Platinum" award. She is the recipient of a prestigious company award in the "True North" award. This honor is given to those who have gone above and beyond for our clients, our teams and our company. Anessa was promoted again from Senior CSA to Team Lead on 6/16/2021. During the short time with Voya, Anessa has built trusting relationships and has been a great mentor to her peers. I am excited to nominate Anessa for this award.

I strongly believe the highlighted achievements are unique, as the time line of accomplishment is tight and ever gaining momentum and strength. The accomplishments listed out give a glance over of just how much Anessa seeks to deliver on what I believe to be organizational values and behaviors. Anessa has added value to development, support and continuous improvement to the organization and her peers. Anessa has always gone above and beyond to ensure that nobody is left behind on the team and values the culture that is being built and lives it. There are many who have great accomplishments that are being nominated for this award, but I believe Anessa has embodied what is means to be selfless in your journey and see rewards based on actions taken. To have accomplished so much and in such a short amount of time is something that is unmatched, but the care for her peers, our customers and what we believe in and stand for here at Voya Financial, is why she should be granted this honor.

Promotions: Twice since June of 2019

Year End Performance achievements: Anessa has received the top tier performance rating, each year.

High Five Awards: "Platinum award in 2020 and Diamond in 2021." This is an internal recognition from leaders and peers. High standard of company wide support initiates these recognitions.

True North Award: Prestigious award recognizing business accomplishments.

Standard of Work: Created numerous internal process improvements and process changes. This resulted in time saves and creative coaching.

Projects Outside of position: Return mail campaign, Chat schedule pilot, Web-Assist roll out, build out of training curriculum with the learning and development team, Internal UAT testing and build out of new training. The list goes on.

Mentorship: Anessa has mentored numerous CSA's who have been promoted and/or have advanced into other roles within the company.

Philanthropy: Anessa gives inside of the office, but also outside in a volunteer role, as she has volunteered for several events sponsored by Voya Financial.

Voice of the Customer: Anessa has received many accolades from our clients on the white glove experience they had received.

Personal Development: Participates in Continuous Improvement classes, Leadership classes.

Recent VOC: Customer feedback. Anessa was very helpful with helping me get what I needed and also providing extra information for me. Great job, Anessa. Thank you.