Electronic Arts - Front-Line Customer Service Professional of the Year

Company: Electronic Arts, Austin, TX
Company Description: Electronic Arts Inc. is a global leader in digital interactive entertainment. EA develops and delivers games, content and online services for Internet-connected consoles, mobile devices and personal computers. EA has more than 300 million registered players around the world.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Other Service Industries

Nomination Title: Evan Shadle

Since joining the team this February, Evan Shadle has demonstrated strong growth and great leadership potential. His performance is consistently high, even among tenured employees who have been here for much longer than he has.

Even with the curveballs that COVID-19 threw this year, Evan has been able to maintain his high-level performance while working from home. Regardless of the increased contact volume even during our usual downtime, when contacts are much lower, he’s determined to always give our players an exceptional experience.

He’s also always willing to offer a helping hand to his fellow advisors who have questions, while simultaneously handling his own contacts without sacrifice of quality or performance. He consistently volunteers to support his peers, and he’s usually one of the first to help when he hears someone else struggling.

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

During his eight months as an advisor, Evan has:

-demonstrated high-level of aptitude and overall performance in a dynamic environment related to the events of COVID-19
-continuously displayed a positive attitude with his peers and players
-consistently volunteered to help his peers, even while taking three chats at a time, without sacrifice to his own quality of work
-shown humor to help his peers cope through moments of tough and stressful events and contacts
-remained player-focused on his interactions without showing any sign of slowing down
-set an example of what excellence looks like for new hires joining the team
-volunteered his own time after his shifts end to continue supporting his peers
-331 Positive survey responses from pleased customers
-~3 minutes below the average AHT of his Peers for Austin site

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):

Evan has outperformed his peers since his first week on the floor. He:

· Achieved most of the listed accomplishments in tandem with each other and going above the level of performance required on a base level—surpassing his peers that have years of tenure.

·Is a source of knowledge and an example of excellence to newly hired advisors.

·Shows a tremendous amount of selflessness by not only providing knowledge to those that seek it, but also volunteering his time after his shift to help his peers complete their cases.

·Has been asked by multiple departments, like Consultation, Training, and Product Specialists, to assist on projects due to the reputation he has built based on his work ethic.
o Assisted Specialist email queue to alleviate a backlog due
o Recognized by enablement teams and was requested to be a “floor walker”— helping onboard new hire classes.
o Was chosen to test technology that assists with language translations in a live contact environment.

Evan comes to work every day, ready to live out EA’s values—passion, creativity, determination, pioneering, learning, and teamwork. His passion for gaming and dedication to players is infectious. And what better example of this than something one of our players said about him:

“Evan was very helpful and kind. He helped me quickly and he was the greatest customer support worker I have ever talked to. Overall, he had amazing customer service and solved my problem quickly.”

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):

Attached are images of internal feedback Evan has recieved from managers and peers, external player feedback, performance metrics, and a photo of Evan.