Danny Castillo: Level 3′s Superhero Recognition Award

Mike Champagne has been with Worldline on our Level Three Support Team for almost four years. His primary function is working with our customers ensuring they are receiving the service they are paying for – which is a huge responsibility and he does it very well. Above and beyond actually.

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He also works with our support staff in the Fibernetics Contact Centre (FCC). Our call centre staff’s main job is to handle calls from new and potential customers, not technical support. However they do handle many of those calls, and escalate them to our Level 2 and Level 3 teams if they are beyond the standard technical issues. Mike and his teammates have taken on the task of training our FCC people to improve their technical skill set – and therefore our overall customer service. Working with the support staff, Mike came up with a cool way to recognize individuals at the FCC who are going above and beyond as well.

Introducing the Level 3`s Superhero Recognition Award

Here at Worldline, we are constantly working on improving our service and customer interaction. One of the things we look at is how hard our customer service representatives are working to make any call a customer makes to us a positive experience.

We are very proud of how far our customer service has come and are VERY excited with the growth and direction they are going. Today, we would like to recognize one of our wonderful colleagues.

Danny-Castillo

We would like to introduce you all to Danny Castillo. Danny works in our Fibernetics Contact Centre and covers a wide array of questions and technical issues our customers may be having, and welcomes any and all questions they may have.

Danny is always happy to help someone and is happy that he is especially happy when he is able to help a customer solve their problems and answer their questions.

When I say he is happy to help, I am understating his attitude by a long shot. He is at his happiest when at the end of a conversation, he knows they are hanging up the phone with every one of their question answered, every issue dealt with, that the customer aware of every feature and promotion that could benefit them. Conversely, what he doesn’t like is when a questions or issue bottlenecks and he is unable to get things done right away. That’s why he is working hard at getting better every day to ensure Worldline customers have the best experience in Canadian telecom.

Danny genuinely cares about each and every Worldline subscriber and wants to make sure that they are happy with not only our service, but their experience when they call into our contact center . When I speak with our Quality Assurance team, not a single person could think of a negative thing to say about the work that Danny does. However each person was quick to give recognition to how hard he works and how much he cares about making Worldline’s MVP’s, our customers, feel happy.

So I’m happy to award the very first Level 3`s Superhero Recognition Award to Danny Castillo. Thanks for all your hard work Danny. Well done, and behalf of everyone at Worldline, congratulations!

Mike Champagne – Level III Bilingual Escalation Specialist

Danny Castillo

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