Welcome to Service Excellence

The past few weeks have been very busy adjusting to my new role in Service Excellence. I started taking classes at Lorain County Community College to get my Green Belt in Six Sigma. My project for these classes entails researching the main reasons for our NPS to find ways to improve client satisfaction and the NPS.

In addition to my Green Belt project, I have also been assigned to implementing a new way of distributing and reporting Equity Trust's client survey. I have been learning the current databases we use and contacting other companies to see if their products would be better suited for our needs. I have been working closely with third party vendors, our IT department, and Jamie Reed, VP of Clients Service and Operations for this project.

I am very excited to see where this rotation takes me. I will keep you posted on the progress of my current projects and of any new ones that are tossed me way!

Client Services Rotation!

For the past three weeks I have been working in my first rotation in the Leadership Training Program in our Client Services Department. My experiences so far has been very beneficial and has helped me to have a better understanding of what our clients experience when they call us. I have spent time both taking calls from clients and working on projects that are going on in the department.

Assisting client's with their questions regarding their accounts, investments, and IRAs has helped me to better understand and apply the information I learned in training. It has been rewarding to tell when I have made a positive difference in the ability for a client to understand the process for making an investment or find the information they need regarding their account.

In addition to assisting clients I have also had the opportunity to work on department specific projects. One of the projects I am working on is reviewing reports for our First Call Resolutions and to identify areas where we can improve by creating an action plan to submit to my supervisor. The goal is that I will be able to plan and present a training session for our Department next month. Working on this project has really helped me to better understand our client's needs and to recognize opportunities we have. I am looking forward to the results of my project and to see how it will impact the calls we receive.

On to the Next Rotation!

The last few weeks have been very eventful with many exciting changes occurring. I had the opportunity to attend a Happy Hour at Champps with our Summer Interns and members of our Management team. It was a very exciting opportunity to be able to have a casual meeting with our management team over appetizers and drinks. We discussed things like movies and sports and they were all very curious to learn about us and what our goals for the future are. This was a very unique opportunity that was enjoyable for all involved.

I was informed two weeks ago that I would begin my new rotation in Service Excellence on August 30th. I had the opportunity to meet with my new Manager, Rob Nordman, to discuss possible projects I may be working on and what I can expect on the team. He informed me I would be attending Green Belt Training in Six-Sigma methodologies at Lorain County Community College. I attended an informational breakfast on the training to see what the expectations of the course are. I will be expected to work on a project for the company in order to receive my certification.

With that said, I was informed that my project will be to assist in improving the companies Net Promoter Score and my new start date for Service Excellence will be August 16th. My first day I will meet with Jamie Reed to learn more about the details of this project. I have enjoyed my time in Client Service and feel I have learned a lot. I feel it was a very valuable experience to learn how to communicate with clients and put their needs first. I feel this experience will make me stronger and more successful in my next two rotations. I am very excited for my new opportunity and can't wait for the challenge!