V Digital Services - Front-Line Customer Service Professional of the Year
Company: V Digital Services, Phoenix AZ
Company Division/Group: Voice Media Group
Company Description: V Digital Services®, a top digital marketing agency and Google Premier Partner, operates in more than 300 American cities. VDS offers premier white-label solutions for a growing number of affiliates and provides small to large businesses with an array of digital services and strategies designed to increase presence, generate leads, and deliver significant ROI.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Business Services Industries
Nomination Title: Joe Pelosi
Joe has been with V Digital Services for five years (since early 2017) and has grown from Account Manager all the way into Senior/Premium Account Manager, where he manages 25 to 30 accounts over $10k a month each, and a team lead. Since 2019 Joe has grown into one of the agency's most talented and in demand Digital Account Managers, handling over $1 million in agency revenue a year across multiple different industries. In his position as team lead, Joe is also responsible for training, mentoring, and coaching a team of 20+ other account managers, with the goal of trying to help them elevate their customer service and communication skills to the level that he has attained through his years of experience and dedication.
Joe has consistently been V Digital Services’ top Account Manager by revenue and retention rate over the past two years. He has retained his clients at over a 96% rate and grown his book of business from $30k per month back in 2019 all the way up to $125k per month by upselling existing clients and taking on our largest new accounts. On multiple occasions (including Q4 of 2021), Joe has maintained a perfect (100%) quarterly retention rate, keeping all of his accounts active and growing and not having any clients cancel services.
Joe has also pioneered account management for V Digital’s Premium channel. This channel consists of the highest grossing clients in the agency where the client contacts tend to be more experienced and seasoned marketing professionals and C-level executives and a true white glove approach is required. Joe helped to create new processes, reports, and methodologies to enable a premium level of customer service and account management to accompany the premium level of spend and clientele within this channel. Through these efforts, Joe has been able to help drive and support significant growth in agency revenue over the past year and a half since taking on this initiative.
Joe is the first AM in our agency to handle this volume of revenue on a month to month basis and ensure that all of his clients feel the same premium level of service. His communication skills, along with his customer service, has allowed him to grow his client relationships into partnerships and make his clients feel that he is a big part of their team and the success they are seeing.
For comparison, no other Account Manager in the organization is handling a book of business even half the level of Joe’s when it comes to revenue, nor has anyone been able to match Joe’s sustained success when it comes to retention. Joe is the go-to Account Manager for any new complex or high touch client that signs on for services with V Digital because of his proven track record and superior skill set. He has successfully built strong relationships with difficult and needy clients, managing campaigns that require high levels of digital marketing and strategic understanding, all while effectively communicating around performance, deliverables, and other client inquiries. These are skillsets that the average Account Manager does not possess. When V Digital hires new Account Managers, we always are looking for the next Joe Pelosi but have so far been unable to find a candidate as strong as Joe. As a result, Joe was named 2021 Account Manager of the Year for V Digital.
Company Employee of the year recipient:
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