Behind the Tap Spotlight: Customer Service Leadership Team – Eunice Estremera, Meleshia Boone and Catrina Tanner
Meet Customer Service Manager Catrina Tanner, Customer Service Supervisor Eunice Estremera and Call Center Supervisor Meleshia Boone. Each started as Customer Service Specialists and worked their way up to leadership. They like different aspects of their jobs which creates a great balance. Catrina enjoys the unique challenges each day brings. Eunice enjoys customer satisfaction and de-escalations. Meleshia enjoys dissecting customer and/or employee issues and providing them with tangible solutions as well as feedback.
These three ladies are a dynamic team. They share a passion for serving their internal and external customers. “We take pride in resolving, inspiring and motivating our team on a daily basis,” adds Catrina. “In addition to this, we take pride in being a part of the overall training and development of our team.”
Eunice supervises 10 employees who work the front counter and drive thru at our HQ and Forest Park locations. This group averages 13,568 transactions each month. Meleshia supervises 12 employees in the Call Center who handle an average of 15,461 of calls each month. Both report to Catrina who also oversees Collections and staff who specialize in email and web-based customer interactions.
This pandemic has definitely impacted their jobs. During the state’s shelter in place, they had to quickly pivot and get staff set up to work from home. Many customers needed assistance for the first time ever after losing their jobs. CCWA also went live with a new customer information system in September 2020 (planned long before the pandemic). Add in additional stress everyone feels with the ebbs and flows of this pandemic and you’ve got a very different atmosphere.
There is rarely a day in customer service that is challenge free, and they live by the quote “Be thankful for the customer who complains, you still have the opportunity to make them happy” (by Unknown). They are constantly challenged with coming up with a win-win resolution for both customer and CCWA. Internally, their biggest challenge is finding creative ways to keep the Customer Service team motivated. “Our goal is to maintain a positive environment while improving employee morale,” adds Eunice.
This week is Customer Service Week. The celebration is different due to the pandemic and social distancing. Yet, they are just as passionate about their team having some fun, learning more about each other and feeling appreciated.
“We love working for a company that is supportive and realizes employees are their greatest asset,” Meleshia says. #waterprofessionals