Voya Financial - Front-Line Customer Service 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: Front-Line Customer Service Professional of the Year - Financial Services Industries

Nomination Title: Carol Harbour

Carol Harbour joined Benefit Strategies in February of 2015 with experience in prior Customer Service settings. Carol quickly adopted basic claims call types and began to drive her own learning, volunteering for each new training class as they were offered. It was immediately apparent that Carol’s call quality was a passion for her and she was typically the first name that came up in conversation when a new program was launching.

Today, Carol is the primary call taker for each of our large client/complex call queues on our late shift, ending at 6pm. As one of the Senior CSR’s who takes each type of complex calls, Carol is frequently a resource for new CSR’s who need to validate their understanding of a complex issue or the special requirements of a client program.

In addition to Carol’s call skills, she also offers assistance with escalated callers, acting as a backup to the Research & Resolution team and our offshore voice team as needed. This past fall, Carol also volunteered to gate CSR’s in our call queues during the last half of her shift, making sure resources were deployed to the most critical areas/most sensitive client queues. Carol was instrumental to the transition of the old Contact Center Manager to Jarrell Fluitt.

I could not recommend Carol more highly. Her veteran leadership during this transition was much appreciated and made all the difference in our transition to the Voya white glove approach. Carol’s persistence in resolving issues along with her real-life background has helped to create a very empathetic, steady & devoted CSR and team mate. She truly sets the bar high and is a wonderful role model for our team.

Supporting Documentation:

CSAT Data for Carol: 2019 4.82/5 or 96.4%

2020 4.86/5 or 97.2%

2021 4.97/5 or 99.4%

Quality Data:
July 2021 97.00%
Aug 2021 99.53%
Sept 2021 93.79%
Oct 2021 95.68%
Nov 2021 96.02%

STAR Program High Dollar payout each month, July through November, only missed August.

Recent Kudo’s: Carol typically won’t refer compliments from her callers over to our HR group to log each month. This is typical of Carol, very persistent in resolving issues and devoted to helping our customers. Always selfless and understated which is why she connects with callers so easily.

“I am a Costco employee on LOA and my insurance lapped. I spoke to Carol who took care of everything!Carol was absolutely wonderful, explained everything to me, and put my mind at ease.She could not have been better.Thank you Carol! “Steve Remy from Costco Wholesale

Hi Peter Reese of Mercury Systems, just called to ask me to pass along the big Thank you to Carol for working her magic at the end of last year!!!