Nutrisystem - Front-Line Customer Service Professional of the Year

Company: Nutrisystem, Fort Washington, PA
Company Description: Nutrisystem is a leader in the weight loss industry, having helped millions of people lose weight over the course of nearly 50 years. Nutrisystem has long been recognized as a provider of high-quality customer service.
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: Rebecca Rhodes, Customer Service Representative

When Rebecca Rhodes joined Nutrisystem’s customer service team in February of 2020, she had no idea that she’d be entering a new position in the midst of a pandemic, and Nutrisystem had no idea that they’d hired a team member who would quickly prove to be an asset to both the company and the department. Rebecca’s skill in handling calls with care and efficiency, combined with her motivation to do her best for the customers she is assisting, make her a verydeserving candidate for this award.

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

Rebecca has consistently had a 4 out of 5 rating in quality from her customers since joining the company in February 2020. She has earned this ranking by always being available to assist customers, and as a result she is consistently rated 5 out of 5 for her efficiency metric rating her availability to assist. Her positive attitude and engaging approach has not only helped her to connect with customers, but also to achieve consistently high cross-sell numbers. In June 2020, she ranked in the top 4% for cross-selling in her department. Rebecca has proven time and time again, that she is always looking for ways to improve across performance metrics.

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):

Her first month on the job, Rebecca hit the ground running and was ranked in the top 8% of overall quality and call handling in March.Just 3 months after her onboarding, Rebecca was already ranked in the top 10% of her department for overall performance in the month of June.

In March when Rebecca onboarded:
Top 18% for overall performance March 2020
Overall quality and call handling – top 8% in department in March 2020
Cross-sell % - top 9% of department
Efficiency metrics (time spent available to handle calls) – top 29% in department in June 2020

In June 2020:
Ranks #10 in the departmentfor overall performance in June 2020
Overall quality and call handling – top 15% in department in June 2020
Cross-sell % - top 4% of department
Efficiency metrics (time spent available to handle calls) – top 10% in department in June 2020

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):

We have attached here a snapshot of customer feedback regarding Rebecca Rhodes - customers' experiences with her have been overwhelmingly positive. You'll see one particularly illuminating instance where Rebecca was able to de-escalate, retain, and reactivate a former customer.