We Have Fun at What We Do!

Last week Equity Trust Company closed down for half a day to treat the employees to a day filled with fun, games, and food at Dave and Busters. We all participated in a scavenger hunt which was a great way to meet our fellow co-workers! We also had a great lunch, played games for several hours, and had an award ceremony for the individuals with numerous years of service with Equity Trust Company. It was a nice treat to be able to relax in between the end of the year rush and tax season.

We also closed for half a day last Friday. The weather was extremely bad so management made the decision to close the offices early to allow for everyone to get home safely. They provided us with pizza for lunch so no one would have to leave the building and when we went out to our cars to go home, every ones cars were completely cleaned off. It's great to see a company care for the well being of their employees in that way.
With the short week, there is lots of work to catch up on! So until next time, have a good one!!

Leadership Rotation Continued....

Since I have been in my Leadership Rotation as team lead of the Account Support team, things have been very busy! When I first joined the team, I sat down with the members to begin to learn their processes. Once I got a good understanding of them, I put together a plan to begin cross-training the team. Now, instead of only having one person who knows a process, we have four! I am also in the process of re-writing all of the procedures for the team and preparing for the system conversion that is going to take place in July.

Some things I have done to prepare the team for this are, as mentioned before, the cross-training. Re-organizing the queues we work out of to better match what the new system will look like, and working with other departments to make the process flow better for ourselves and the client.

While in my leadership rotation, I have been responsible for payroll, monthly score-cards, daily stats, and attending different meetings with management. It has been a great experience and I am looking forward to learning all that I can over the next few months!

Beginning of My Service Excellence Rotation!

I am now three weeks into my second rotation in the Leadership Training Program! The past three weeks have been both busy and exciting for me! As part of my new rotation I am taking over our survey projects for our Net Promoter Score, which is a metric we use to measure how likely our clients are to refer us. I have been spending a lot of time learning how the survey program works and even took some time at home to read "The Ultimate Question" which talks about net promoter score and why it should be important to businesses.

I am now running our NPS program for Equity Trust on my own. As an added project from my past rotation, I helped to implement some of the many changes Aurie had suggested and we are now using them in our surveys. One of those is the new survey software that we just got to conduct our surveys. Another is for our sister company, Sterling Trust Company, where I am currently launching their first weekly survey program today through our new survey software!

Leadership Rotation

Wow, a lot has gone on since my last post! I finished up my Service Excellence rotation back in October. I had many successes while in that rotation. I was able to attend the networking conference that Eric spoke of earlier and I also completed my Green Belt training in Six Sigma.

The main part of my green belt project was re-structuring how the company does our client survey that calculates our net promoter score. I came up with a plan on how to restructure the survey as well as researched different software that would make our survey and calculations cleaner and easier. I am proud to state that management went ahead and chose the survey software I had recommended. My plan for the restructure was also approved and then passed on to Eric to implement and see through as I moved into my leadership rotation as Team Lead of the Account Support Team.

I wanted to give an update as to what has happened in the Leadership program the last few months, but now it is time to get back to work. I will follow up later in the week with my experience thus far in Account Support!