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Hey Everyone!

This weekend, I, Steve Hernandez, will be the On-Call Manager.  You can reach me at 737-703-2748 for any escalated or problematic issues that affect business needs! Do not hesitate to reach me.

Reasons to contact me include, but are not limited to: agents missing (NCNS), abnormal call volume, internet or power outage, etc.

Thank you!

     If you’ve worked on the Tengo account you know Arthur Betts has been very involved in ensuring we are able to effectively target and resolve outage and other escalated cases.

We all knew Arthur was a beast and worked through a VERY large number of these issues each week/month, but now we know just how much of a beast Arthur really is.  In the past 90 days Arthur has worked a total of 1096 cases, and processed 200 refunds.

To give a little better idea of the amount of work this really is, each case takes on average about 30 minutes to resolve.  Each refund takes about 10 minutes to process, start to finish.  That means in the past 90 days Arthur has handled 581.3 hours worth of work.  A little more math here means that Arthur is working at above expected peak efficiency as a full 90 days is only 520 paid hours….Thats a whopping 112% utilization, this guy never stops.

Also, in case you thought this was skewed because Arthur works in conjunction with other members of Tengo’s NOC and there is no way he actually closed most of those himself…..Of that 1096 worked, only 7 were escalated to be resolved by another member of the NOC. Yes that’s right Arthur worked, resolved, and closed 1089 cases (that’s roughly 12 cases per day for those of you counting along) on his own.
We cannot thank him enough for his dedication, commitment, drive, and personal investment in seeing Tengo’s (and thusly our) customers succeed through resolving any network issues as quickly and efficiently as possible.

Way to go Arthur, you da man!

When things are going wrong its to easy to forget about, and focus on, what is working correctly.

I would like to give a big shout out to Braiden Bannister and Edward Bosewell who have ensured that SilverCar remains successful.  Between Edward working out on the fly schedules due to trainee’s dropping out hours before their shift, and working extra shifts/swing shifts/doubles; Braiden working 3 weeks without a single day off, working multiple double shifts, and both of them conducting training all while ensuring we maintain EXCEPTIONAL service to SilverCar’s customers.

Thank you both for your commitment and hard work over the past 2 months, we would not be successful without you two.

This weekend the on call manager is Cory Branson. You can reach him at 512-293-5931. Please let him know if there are any issues that need to be addressed.

Reasons to contact him include but are not limited to: people are missing, abnormal call volume, internet or power outage.

Please make sure you are turning off Televisions and Lights when you are the last person to leave the room!

Let’s all give a round of applause for Bianca.  Carolina called in to place a Mr Garage Door order and had the following to say about her experience with Bianca.

“Thank you Bianca very much for your help today!  you were very kind and nice to talk to.”

Good job Bianca!

latasha was very impressed by our very own Skyler. She said he was very nice and never changed his tone. He was able to find the account that was charging her and refunded all of the charges. To quote the customer “Skyler, You are a keeper!!”

Lisa had this to say about our Todd.

“Todd was so unbelievably helpful. He spent an hour on the phone with me and sent me more info via email and I was able to follow those directions. The issue was resolved without having to reset my son’s iPhone and set it up again as a new phone. Great customer service by Todd!!”

Our payment system for Tech Team One will be undergoing maintenance today from 2:00 pm to 3:00 am.  This does not mean it will be completely down, but it could work intermittently from time to time during the maintenance process.  If you have any issues charging a customer, please let the myself or Matt Walden know about it.