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Customer Service Hero Spotlight: Meet Rosie Kozlowski

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Friendly. Detail-oriented. Supportive.

Those are just three of the words that the Customer Solutions team at FurtherSM uses to describe Rosie Kozlowski, Manager, Customer Solutions and Appeals.

As her boss, Karen Jacobson, puts it, “these are the qualities at the heart of a customer service philosophy that drives Rosie to champion a best-in-class customer experience."

As a Further employee for more than 25 years, Rosie has moved through the ranks of the contact center. She got her start as a call center agent in training and went on to earn several promotions before landing in her current role. Her boss credits her sharp mind and fierce dedication to the customer for propelling her career success at Further.

Her reputation for excellence inspired her team to nominate her for ICMI’s first annual Customer Service Hero of the Year Award, which is part of the ICMI Customer Experience Movers & Shakers program.  In September, she was named a top three finalist, along with Joshua Williams from Wells Fargo and Angie Ridgeway of UBM. After weeks of public voting--and thousands of votes-- Brad Cleveland recognized Rosie as the inaugural winner at ICMI Contact Center Demo in Las Vegas.

What stood out about Rosie’s achievements? For one, she drives results. This year, her team won a Stevie Award for Frontline Customer Service Team of the Year. For the past three years, her team has achieved a 96% customer satisfaction rating. And her employees cite Rosie as their top reason for staying put, which helps explain the extraordinary agent retention rates on her team. And she’s not resting on her laurels!

One of Rosie’s most impressive projects this year has been leading the charge for one of Further’s most significant customer service initiatives in company history.  For the past year, she’s helped navigate a total technology migration to the cloud, the first phase of which just launched a few weeks ago. Her goal for this overhaul? To provide faster, smarter customer service.

In addition to leading a systems and technology refresh, Rosie also helped develop a hiring strategy to ensure Further was hiring the right people – those who demonstrate the empathy and compassion needed to guide customers to make the best decisions.

According to her boss and her peers, these are just two examples of the many ways Rosie strives to deliver above and beyond her day-to-day duties.

“Rosie is not only committed to her own personal development, but also to the growth of her team and employer,” said Jacobson.  "In April, the company rebranded from SelectAccount to Further. Always thinking of the customer, Rosie and her team created hundreds of training documents and job aids to prepare team members to answer questions from customers.”

Want to get to know Rosie even better? Watch the video below that her team submitted on her behalf!

Congratulations, Rosie! Your hard work is an inspiration to everyone in the industry.

Is there a Mover & Shaker on your team? We’re now accepting nominations for the ICMI Global Contact Center Awards. Nominations for the CX Movers & Shakers list will open late next spring.