Make it Memorable: How to Make the Most of Customer Service Week

With over 18 years of customer service experience, Adriana Thompson has a deep understanding of customer needs, tendencies, and how they can be best supported. For the last four years, she has been essential to the growth and development of BuildASign’s Customer Love Team.

As a Contact Center Floor Manager at BuildASign, Adriana has been instrumental in the growth and development of her department. She spearheaded the implementation of new email and chat platforms and was internally recognized as BuildASign’s Best Spender for Q2 of 2018 for her efforts. In addition to her contributions to BuildASign at large, Adriana is regularly recognized by her peers and direct reports and has been named Manager of the Quarter

In spring of 2018, Adriana was awarded ICMI’s Supervisor of the Year and was highlighted by Austin Business Journal in their monthly ‘People on the Move’ column.

Todd has been in contact center operations/management for around 20 years, working for Travelocity, Cabelas and Intuit prior to joining Hulu. He has been an out-sourcer, and in-sourcer and an us-sourcer with a belief in efficiency realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization focusing on delighted customers and engaged employees.

His current projects include capacity planning that relentlessly pursues better ways while ensuring his team “embraces fun.” In all of this, the focus is on the fact that it starts with the customer!

He has driven back-office utilization of WFM practice, multiple channel skill based operations practices, and cross functional "day in the life of WFM" workshops. Todd has served on ICMI's advisory board, consulted in industry standard certification with CIAC and was the recipient of ICMI’s distinguished Life-time Achievement Award in 2018.

Stephanie is the Customer Service Supervisor at WebMD Health Services. She has embraced creative methods to measure and analyze quality and efficiency trends in order keep her team of 30 customer service representatives engaged on a day to day basis. She collaborates with various WebMD Health Services departments to understand complex client wellness programs and to ensure that the customer service needs of over 80 clients are being satisfied. Her role also includes finding innovative ways to meet scheduling, staffing, and SLA goals for the department. Stephanie prides herself and her team on constantly looking for ways to resolve issues more effectively and enhance the end-user experience with WebMD Health Services to an unparalleled level.