Nutrisystem - Front-Line Customer Service Professional of the Year

Company: Nutrisystem
Company Description: Nutrisystem® is a leading provider of health and wellness and weight management products. The company has helped millions of people lose weight for nearly 50 years. Nutrisystem plans feature a menu of more than 150 delicious, nutritious and on-trend meals and snacks. For more information, go to nutrisystem.com.
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: Minh T.

Minh T. joined the Nutrisystem team in 2009 and quickly realized how much she enjoyed working directly with customers to help them see weight loss success. In October 2019, Minh took this passion one step further and joined the Nutrisystem Online Support and Counseling Team. In this role, Minh is responsible for responding to customers and easing their worries via email, online chat, in reviews and in social media. Knowledge and professionalism are two of Minh’s stand out qualities that make her an ideal candidate for this award.

A True Pro at Handling Escalations:When a customer issue arises, Minh is one of the first people the team turns to for help. She handles the most difficult escalations with ease and very few questions. In fact, Minh has a knack for calming customer’s concerns who are extremely escalated by providing out of the box thinking to resolve the situation. For example, in an Attorney General complaint we received, Minh could not find a current contact number for the customer. That did not stop Minh, she searched multiple channels and found a way to contact the customer to resolve the issue. Thanks to Minh’s efforts and success with resolving the situation, the customer returned to Nutrisystem!

All in all, Minh consistently works hard to resolve customer issues no matter what they may be - corporate escalations regarding pricing issues, shipping concerns, product issues, etc.
Teamwork:Minh is always willing and ready to lend a helping hand to her peers, when needed. She is often giving kudos to her teammates for a job well done and others look to her for support.

Quotes from Minh’s Managers:“Minh is one of the strongest OSCs when it comes to handling extremely difficult customer issues. She handles them with care, kindness, and off-the-charts professionalism. She comes up with unique solutions for complex issues which is a huge asset for the customer, team, company.”
“Minh is the consummate professional. I have the utmost confidence that she will resolve any customer situation, no matter how difficult, with a win-win for the customer and our company. Minh will take on any challenge with passion and CARE.”

Customer Comments/Kudos:

-Minh T was very helpful and made sure I was satisfied with my requests. I was on the verge of cancelling my membership but she restored my faith that we are valued customers. Good job hiring!
-I have reached a plateau and Minh T was fantastic to help me change some things up. I am grateful and will try these suggestions immediately!