Nothing makes us happier at Buildium than when customers tells us how knowledgeable, helpful, and attentive our Customer Care (or “C-Squared”) team is. One thing comes close, though: recognition for our service and support from the business community.
On February 27, 2015, Buildium’s C-Squared team won two prizes for customer service at the 9th Annual Stevie Awards banquet held at The Bellagio in Las Vegas. Customer Care Agent Jeana Pondelli grabbed a Gold Stevie, the top prize in the “Young Customer Service Professional of the Year – Computer Software and Services” category.
Also taking home hardware was Buildium’s C-Squared department, which won a Bronze in the “Contact Center of the Year (Up to 100 Seats) – Technology Industries” category.
Jeana’s Gold was her first Stevie and Buildium’s first Gold Stevie. C-Squared’s 2015 Bronze award comes on the heels of the Silver and Bronze Stevies it earned for customer service excellence in 2014.
“Jeana was a top performer and customer favorite almost immediately after joining C-Squared,” said Ned Prickett, customer care operations manager. “In her first year here, we joked that if we could clone her six times, the rest of the team would be out of a job.”
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In just her third month at Buildium, Jeana handled the highest volume of customer issues during C-Squared’s daily peak. She has taken the lead in mentoring and training new C-Squared agents, as well as training customers online, over the phone, and on site. These qualities have made Jeana “indispensable” and a “cornerstone of our department,” according to Buildium Director of Services Charlie Driggs.
In her brief and warm acceptance speech, Jeana was quick to thank her colleagues for their support and guidance, including Charlie, Jessica Steinberg (customer care manager), Ned Prickett (customer care operations manager), and Brett Kratchman (technical support manager).
Watch Jeana accept her Gold Stevie at the awards banquet in Vegas.
Buildium’s customer base has grown from 2,000 in 2010 to more than 10,000 today, and C-Squared has tripled the size of its team in the last year to keep pace. Even with such rapid growth, our service agents managed to achieve rock-solid 88% “Happy” scores from customers in 2014. This success is due to Buildium’s laser-focus on hiring creative and personable problem-solvers — and in no small part to the training and mentoring expertise of Jeana Pondelli.
From everyone at Buildium, congratulations and thank you, Jeana Pondelli, and the whole C-Squared team!