Customer Service Week/Q4 kickoff continued with this week’s surprise recognition of the best of our best, our CIG STARs. Teammates were nominated by leadership across CIG, with more than 100 nominees.
OUR CIG STAR WINNERS:
CIG SUPER STAR: Lindsay Morway
Lindsay Morway is not afraid of anything. She is smart, confident and ready for any challenge. Lindsay often askes to be assigned to difficult projects and always succeeds in accomplishing them. Lindsay collaborates with others and learns as she goes. She is motivated to succeed and motivates those around her; she is the glue that keeps the team bound together. What’s especially great about Lindsay is her desire and determination to achieve success does not come at the expense of her teammates or coworkers. Her commitment to NLG is obvious! She is such a wonderful mixture of collaboration, teamwork and friendship. She interacts with other teams with this same authentic and energetic attitude, and we deeply admire the insights and contributions she brings to every relationship. Her energy is contagious and brings out the best in all of us!
Mike Healy – Communication Star
Mike’s biggest strength is his communication and people skills. His openness, friendliness, and amiability instantly make people feel comfortable with him. He is an active listener, giving people his full attention, and asking intelligent questions without making them feel defensive. His ability to understand and empathize with the customer has led to some outstanding designs in our customer app.
Heather Scott – Innovation Star
Heather is the newest member of the Informatics Team and has taken on a lot of big and ambitious projects. How do we create a better development process for Tableau analysts? How do we make sure our new biz customers know about all the available data solutions? No matter the question she does a great job listening to our customers, critically thinking about the root problem, and coming up with the best(often very creative) solution. Her work is helping revolutionize how the NLG data community functions.
Sharilyn Peters – Guidance Star
Shari has been tasked with a large amount on her plate as we expand the life case manager presence on the Addison campus. Shari has stepped up to the challenge and has worked diligently with her team to coordinate where everyone could plug in to get engaged on a daily basis, she has served as mentor to numerous team members in training, and she has ensured through this time that communication channels stay open so the business does not get bottlenecked. Thank you Shari for your great work and for being a STAR!
April Lindsey – Service Star
Every day we can count on April Lindsey to bring her infectious energy and enthusiasm to our Customer Service team. April’s day job is Customer Service Team Lead. As a Team Lead, April is always out on the servicing floor helping fellow teammates navigate calls with a focus on customer service excellence. April has a strong knowledge of our business and systems, but what sets April apart is her ability to connect. Her “super-sparkly” (self-proclaimed) personality is out in front of all interactions with the team. When asked to lead the group in Friday Team Meetings, Huddles and Training her genuine love of National Life and the success of our team is apparent.
April is also the first to tackle tough customer issues and is savvy at turning bad situations into positive customer experience. Just recently April met a long-time policy owner in our 11th floor reception area who had driven from Houston to discuss her policy. This customer wanted to speak with someone face to face so they got in their car and drove 5 hours to our office. April immediately recognized the customer’s distress and used her empathy and focus on service to explain the policy to the customer. The customer left National Life as a friend (April also provided her contact info).
Anna Henes – Teamwork Star
Anna Henes is truly a CIG Star. She exemplifies what it means to be a coach, mentor and encourager. Anna dedicates her time to her teammates by making each person and his or her success a priority for her. Anna doesn’t look for personal recognition, but instead takes every opportunity she can find to recognize her peers. At any given time during the day, you will find Anna on the phone with teammates or sitting at someone’s desk, sharing insights and knowledge. Anna regularly provides honest and caring feedback to teammates and leaders. She shares her opinion in a respectful and professional way that creates a ripple effect of positive impact by opening up dialogue and showing others it’s OK to be vulnerable and ask the tough questions. Anna is a joy to work with. Her ability to bring people together is amazing. Her smile is refreshing and has the ability to open the doors for collaboration across teams and campuses.
Riddhi Patel – Ambition Star
In addition to her regular job, for the past 6 months Riddhi has been working diligently on the Fraud Detection and Prevention team. Riddhi is personally leading two initiatives for notifications and bank account validations. She has taken an active lead to drive these initiatives which include team members from disbursements, web, contact center and contracting. She has ensured we are staying on track and making progress to implement these new preventative controls to protect our agents and policyholders. If not for her persistence and diligence we would not have made the progress we have today. Great job Riddhi!
Eric Kemp – Reliable Star
Eric has worked for National Life for 30 years and his dedication is second to none. You can always count on him to get the job done. He constantly adjusts his schedule to meet the demands of his customers. Eric has been seen over the years working at 10:00 p.m. on a Friday night and 5:00 a.m. on a Saturday and/or Sunday. He has met deadlines by driving late packages to Williston and late mail to Burlington, when he lives in Worcester. Eric manages commitments and meets deadlines daily for National Life’s print and fulfillment, from Marketing to New Business. If you need something from Eric, he will give you options to choose from and will tell you if there are no options. He follows through on his commitments and his customers rely heavily on him in times of need. Eric doesn’t complain about any odd requests, he simply works on finding a solution.
Honorable Mentions: Nicole Friend, Julie Hince, Kim Potter, Rod Small, Kim Smith, Doug White, Trevor Morley.
Photo at top: Shari Peters, seated, is celebrated.
Anna Henes, second from right, accepts her statuette.
A team from CIG celebrates Lindsay Morway at her desk. Unfortunately, she was out of the office.
The CIG team celebrates Eric Kemp, center.
The information security team celebrates Riddhi Patel, who was out of the office.
April Lindsey, center, is presented her award.
The Informatics Team celebrates Heather Scott, far left.
Mike Healy, center, celebrates with his team.