Department Spotlight
Virginia Kovaleski – Contact Center Manager
Describe your approach to leadership and how you inspire your team. I hope to inspire my team with honesty, reliability, and care. Everyone on this team is invested in the success of the Contact Center. I share in that responsibility, so we all have the same sense of accomplishment and pride.
How do you contribute to the professional growth of your team members? Each specialist is responsible for their professional development, and I assist as their facilitator. Working in the Contact Center gives them a chance to learn many different facets of the bank and opens the door to a plethora of choices on how to drive their career. I try to provide opportunities where available and whenever requested.
Ashley Cich – Contact Center Specialist
What is the communication style of the Contact Center team and how does that foster collaboration and success? The Contact Center’s objective is to help customers with as many of their needs as possible before connecting them with a banker. We collaborate by communicating with each other through Team messages, morning huddles, weekly meetings, and consulting with a banker or different department when necessary. Working together makes the customer experience better due to the different knowledge that is shared.
What makes you feel proud to be a part of this organization? I am proud to be a part of this organization because we put our customers first. It’s exciting to be a part of this new department as well! We have the ability to create processes and training tools to better educate future team members.
Kylie Larson – Contact Center Specialist
How do you ensure that our customers receive the best service? I work to ensure our customers are receiving the best service by thoroughly listening to their concerns when they contact us. I stay calm throughout the call and do my best to go above and beyond in fixing their need, no matter how long it takes or how many associates I need to reach out to. I work with my teammates as well as the bankers, tellers, etc. to gather any information I may need to ensure we get a resolution.
How do you contribute to a positive team culture? I contribute to a positive team culture by coming to work prepared and in a good mood. I collaborate with the team by asking questions when I don’t know something and providing answers and support if I do. We collaborate often, especially if someone is exceptionally busy or needs help with a go-forward plan for the customer. We all stay positive which fosters good morale!
Patti Leimer – Contact Center Specialist
Can you highlight a moment when a team effort led to a significant success? There isn’t any one moment that I can think of, but a series of them, where we have all worked together to go above and beyond to make the Contact Center work so well from the get-go.
How do you handle change and challenges in the workplace? Since becoming an employee of NBC, I have been through many changes and a few challenges as well. First and foremost, it is so important to maintain a positive attitude. It’s also important to remember there is always someone here to lend an ear or a helping hand to get you through all those changes and the challenges.
