eMoney Advisor - Back-Office Customer Service Professional of the Year

Company: eMoney Advisor, Radnor, PA
Company Description: eMoney provides technology solutions and services that help people talk about money. Rooted in comprehensive financial planning, eMoney’s solutions strengthen client relationships, streamline business operations, enhance business development and drive overall growth. Today, more than 75K financial professionals use the eMoney platform to serve more than 4 million households throughout the U.S.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - Financial Services Industries

Nomination Title: Rose Adlam, Technical Support Supervisor

Regardless of mission, size, or industry, businesses world-wide rely on back-office operations professionals to ensure the effectiveness and efficiency of their organization. The software as a service (SaaS) industry is no exception, which is why eMoney Advisor’s Call Center Support department is proud to boast a technical support professional committed to bridging the gaps between back-office processes and front-line service excellence. Technical Support Supervisor, Rose Adlam, has proven through reliability, flexibility, and positivity to be the backbone of eMoney’s technical support team.

Since joining eMoney in 2014, Rose has become an integral part of the Call Center Support department. Rose has held four different roles within the Call Center Support department – allowing her to gain the skills and experience to become a great leader and exceptional support specialist to our clients. From dealing with escalations with our clients, to coaching her team and solving process-related problems, Rose has revealed a true passion for providing the highest quality service in all client interactions, enabling our people to do their best work, and uncovering or creating efficiencies within the department to better serve our clients.

To date, Rose has dealt with 60% of all escalations related to aggregation issues from clients and because of this, Rose has started pursing ways in which she can help with process improvements and develop her more technical skills to become more proficient in eMoney’s systems.

When presented with a client issue, Rose does not hesitate to step in and help and that mentality is recognized across the organization – all the way up to the leadership team. Recently, Rose was commended by eMoney’s CEO, Ed O’Brien on the incredible support Rose provided for a client.

Rose exudes great confidence when speaking with clients and has a reputation for building trust in a short period of time. Coupled with her knowledge of the software, Rose comes highly acclaimed by our clients as she’s able to solve their problems with great efficiency.

Rose has a talent for coaching and developing people on her team. She is always encouraging team members to interview for roles and remindsthem that they have what it takes to transition to a role with more responsibility or outside of the department. Rose recently trained three new hiresand was able to successfully and efficiently finishfour weeks EARLY – enabling the new hires to get up and running faster than usual. Rose has also been instrumental in ensuring all team members are cross-trained to enableothersto support a wide variety of functions and help resolve issues for our clients in a more efficient manner.