by Kayla Sheely

At Voice Systems Engineering, our Relationship Center Agents are the front line with our customers. Every day, they help problem solve, give customers recommendations, and boost sales. They live out our corporate value of “Customer First” on a daily basis.  

To celebrate our agents during Customer Service Week, we sat down with some of our agents to get their perspective on what customer service means to them and find out a little bit more about themselves.  

 

Meet Kathryn.  
What hobbies do you have/how do you spend your spare time? 
Genealogy, reading, walking, and helping with my grandson. 

If you could choose any historical figure to be your imaginary friend, who would it be and why? 
Robert Whigham (the merchant that Whigham, GA was named for – he is my Great Great Great Grandfather, and I would like to visit with him about how he came to the area and other family connections in the area. 

How would your friends describe you? 
Caring and compassionate. 

What do you enjoy as a Relationship Center Agent? 
Speaking with members and helping them get connected for readings and/or resolve their issues. 

What does good customer service mean to you?  
Assisting people where they are – listening to what they are saying and being there for them. 

Can you tell us about a time when you were proud of the level of service you gave a customer? 
Several times I have been able to assist customers, especially older customers, to figure out their account questions (thought they were overcharged, etc) and give them peace of mind. 

 

Meet Paula.  
What hobbies do you have/how do you spend your spare time? 
I love thrift and resale shops of all kind, and I take food to local Animal shelters. Also walking for pleasure and exercise. 

If you could choose any historical figure to be your imaginary friend, who would it be and why? 
Maya Angelou because of how she uses words to uplift and celebrate people. 

How would your friends describe you? 
Dependable, loyal, animal lover, a good friend. 

What do you enjoy as a Relationship Center Agent? 
I enjoy the internal family unit that has developed over the years with VSE agents and others. Of course, helping customers find the right advisor, and our great IT professionals. 

What does good customer service mean to you?  
Being able to truly connect a new customer with the best advisor possible. Also, when they add a human touch via their voice to let me know as an agent that I was helpful. 

Can you tell us about a time when you were proud of the level of service you gave a customer? 
The amount of calls we do in a days’ time. Also, when a customer called me everything except my name (it was really bad), but she called back to apologize. 

 

Meet Lissette.  
What hobbies do you have/how do you spend your spare time? 
I spend my spare time studying for my realtor’s license and making memories with my children. 

If you could choose any historical figure to be your imaginary friend, who would it be and why? 
Ruth Bader Ginsburg. Because she was such a strong voice in favor of gender equality, the rights of workers, and the separation of church and state. 

How would your friends describe you? 
Fun, outgoing, and loyal. 

What do you enjoy as a Relationship Center Agent? 
I enjoy that I’m able to work remotely. I enjoy helping our callers with their questions and needs. I like to be a listening ear. 

What does good customer service mean to you?  
Good customer service is when you are attentive and make sure the customer feels at ease that you are able to help and assist them in their questions and concerns. 

Can you tell us about a time when you were proud of the level of service you gave a customer? 
I once I had a very irate caller who was using profanity and very upset. I took a deep breath, was very calm, and talked the caller through the situation at hand with lots of patience and empathy. The caller ended up calming down and even apologizing to me about their behavior. I assured them no apology was needed and the call ended on a great note. 

 

Meet Angel.  
What hobbies do you have/how do you spend your spare time? 
I do a lot of writing and love to travel. 

If you could choose any historical figure to be your imaginary friend, who would it be and why? 
Ruth Bader Ginsburg. She’s a feminist icon. 

How would your friends describe you? 
Funny, passionate, loyal, and always up for shenanigans. 

What do you enjoy as a Relationship Center Agent? 
The team. I work with the best crew. 

What does good customer service mean to you?  
Going an extra mile. Getting to know the customer’s individual needs. 

Can you tell us about a time when you were proud of the level of service you gave a customer? 
My first call by myself I had a regular customer – I let her vent and cry and maintained my own sanity. 

 

Meet Kathy.  
What hobbies do you have/how do you spend your spare time? 
Our wolf dogs take up pretty much all our spare time! They thrive on attention and love to go for walks and interact with people, nature, and, of course, other animals! 

If you could choose any historical figure to be your imaginary friend, who would it be and why? 
Ronald Reagan. He had such an amazing life from being an actor to being the President of the United States. Quiet and thoughtful, he listened to those around him to make good decisions. A great role model! 

How would your friends describe you? 
Quiet and unassuming, but always there for them. 

What do you enjoy as a Relationship Center Agent? 
I enjoy the interaction with people and hope that I have made their day a little better. 

What does good customer service mean to you?  
Having the customer leave the call with a smile. 

Can you tell us about a time when you were proud of the level of service you gave a customer? 
When a member calls in screaming or crying and ends the call laughing and thanking me for taking the time to listen, I feel not only have I made an impact on the customer, but also left them feeling good about our services. 

 

Meet Miranda.  
What hobbies do you have/how do you spend your spare time? 
I love hot yoga, and I am on a fall softball league. 

If you could choose any historical figure to be your imaginary friend, who would it be and why? 
Salvador Dali. 

How would your friends describe you? 
Loving, outgoing, honest. 

What do you enjoy as a Relationship Center Agent? 
I love my team, and I love how well VSE takes care of their employees. 

What does good customer service mean to you?  
Good integrity and positive interactions. 

Can you tell us about a time when you were proud of the level of service you gave a customer? 
I am proud of my level of service to our customers every day.  Customer retention is valuable for profit. 

 

Meet Kesia.  
What hobbies do you have/how do you spend your spare time? 
I like to go mountain biking, as a movie buff going to movie festivals, and traveling the world. 

If you could choose any historical figure to be your imaginary friend, who would it be and why? 
Jane Austen because I love all her books and stories and to get a perspective of her life and inside story. 

How would your friends describe you? 
Hot and cold. Sometimes I'm lively and talkative, and other days I'm just very tired and want to be left alone. LOL! 

What do you enjoy as a Relationship Center Agent? 
I like that every call is different, and there are some very interesting people you talk to. 

What does good customer service mean to you?  
It means helping the customer, being cheerful and just happy to help.