Page 17 - PEAK Host Book 2018

CUSTOMER

CARE

Wanda Gonzalez
Sr Assistant, Executive | Tampa, FL

Wanda won the vote for the “2017 East VIP Support” award for navigating the East Region through an emotion-
al transition in 2017. She balanced assisting the region’s TEX conversion while supporting the beloved Kathy
Woods. Wanda also assisted in the hurricane relief effort by finding a way for an employee to fly home to PR,
collecting 24,000 cases of water, food, clothing and emergency relief – all while not being able to communi-
cate with her own family in PR.

Michael Goodwin
Assoc Trainer, Care | Tampa, FL

Mike brings to life “How We Play” in the Tampa Call Center. As one of Tampa’s current T-VOICE reps, he has
done an amazing job becoming a customer advocate. Mike keeps leaders updated on customer pain points,
focuses on delivering great performance for his TEX community, and exceeds expectations. He does all of this
while making sure the center is a fun place to work!

Jeremy Harris
Sr Manager, Business Analysis | Bellevue, WA

Jeremy has been a key resource for many critical initiatives: CCS Implementation, P&L, Messaging, New Goal
Setting Methodology, and TEX support transition. These initiatives would not have happened, or would have
been significantly diminished without him. Jeremy shows up to make a difference by challenging and holding
his peers accountable—leaving his team and coworkers with a smile.

JP Hines
Sr Customer Experience Manager | Bellevue, WA

JP was the champion of the Promo Widget and Dashboard from the beginning. He was one of the key voices
pushing to get this work underway to put the tool into the hands of our Frontline. He was tenacious and worked
to find funding to deliver a tool that is estimated to have a $6.8M 3-year NPV. JP puts the customer experience
at the forefront of his project work, while genuinely caring about the success of his colleagues.

Alison Hinojosa
Sr Assistant, Executive | Bellevue, WA

Alison played a major role in SLT’s successful visits to 8 different Global Care sites in three different countries,
hosting two Magenta Recognition Concerts – Magenta Palooza and Magenta Magic. She was also irreplace-
able throughout the Global Care 2017 Market Event consisting of 8 Meridian site visits, 24 in-person meetings,
two Philippine pilot tours, three weekly conference calls, hundreds of ad-hoc meetings, and Alison made it all
happen!
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