Voya Financial - Contact Center Professional of the Year
Company: Voya Financial, Chandler AZ
Company Description: American financial, retirement, investment and insurance company.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Professional of the Year
Nomination Title: Asher Bowles
Asher Bowles came to Voya with previous experience in Customer Service, working with HSA/FSA accounts, claims and billing reconciliation. He joined our Minneapolis campus as a temporary customer service representative working in our Life Claims department and later accepted a permanent role on October 3, 2016. Asher quickly stood out as a team player, someone who was passionate about his customers, solving problems and streamlining processes. He gained visibility and momentum in his performance and was quickly promoted to a Senior Customer Service Representative a little more than a year later. In 2019, Voya expanded their footprint to the West Coast, opening a new campus in Arizona. Asher quickly seized the opportunity to support our growing business and volunteered to move. He worked to further develop his knowledge, learning an additional line of business by cross training into our Group Life product. He became a subject matter expert in not only our Life Claims business by also Group Life. Asher was most recently promoted to a Team Lead in September of 2021 and has been instrumental in the developing and coaching of our Health Solutions representatives. I am excited to nominate Asher Bowles for Contact Center Professional of the Year.
Among Asher’s many contributions and achievements, what is most unique is the development and implementation of the call caddy tool. It is a significant example of Asher’s passion for root cause problem solving, process improvement and the development of others. The tool is currently being utilized by over 100 users and has not only helped to improve the overall efficiency of everyone in the Contact Center but has also positively impacted the customer experience. Our customer service representatives have been able to more quickly and efficiently serve their customers on a daily basis.
Asher makes a positive impact on everyone he interacts with, this comment from one of Asher’s peers is a testament to who he is and why he is being nominated for this award, “Thank you Asher for sharing your knowledge and skills. You are so quick to dissect an issue and try to find a resolution to it, it’s inspiring! Thank you for helping me learn something new, daily!”
Promotions:Senior CSA and most recently to a Team Lead in September of 2021
Year End Performance achievements: Asher has received the top tier performance rating, each year.
High Five Awards:Gold status achieved in 2020, moved to Platinum and then Diamond level in 2021 with 25 instant recognitions during the calendar year.
Standard of Work: Created and/or enhanced over 30 knowledge management articles resulting in improved CSA job knowledge and quality of work.
Process Improvement: Asher’s most notable achievement this year has been his development of our Call Caddy tool. This tool is a one stop resource for customer service associates, across all of our Health Solutions locations, to access multiple tools needed for every call. The tool houses resources such as product summaries, directories, templates and puts information quickly at our representative’s fingertips. What is remarkable is not just the idea but how Asher worked to develop the tool. Asher presented the idea to leadership, collaborated with his peers and frontline users, released a version for testing, got feedback and buy in, shared testimonials from first hand users across the contact center, retested and released updated versions with enhancements.
Mentorship: Asher has mentored numerous CSA's who have been promoted and/or have advanced into other roles within the company.
Philanthropy: Asher gives inside of the office, but also outside in a volunteer role, as has volunteered for several events sponsored by Voya Financial.