Posts Tagged ‘National Competition’

Two years after finishing fifth, Brandon Rene left Safelite’s Best of Belron with a championship.

[Pictured: Brandon Rene accepts the technician competition trophy and winnings at last evening’s awards gala.]

The Salt Lake City technician edged out Mike Stakes of Phoenix for first place, a $10,000 check and a trip to the International Best of Belron competition in Barcelona, Spain in May.

[Pictured: First place technician Brandon Rene and runner-up Mike Stakes pose with their trophies.]

“I can honestly say that any of these guys could have won and done a great job representing Safelite® in Barcelona,” Rene said. “I just got lucky. I’m kind of sad that it’s over because I’ve become friends with all 11 of these guys.”

Stakes received $5,000 for his runner-up finish.

In the CSR competitions, Angie Miller of Columbus, Ohio took first in the Referral competition, Wendy Powers of Columbus, Ohio was first in Sales and Amanda Kerley of St. Louis was first in the Field. Each received $2,500 in prize money.

[Pictured: Safelite president and CEO Tom Feeney and VP of National Contact Center Brian O’Mara pose with CSR winners Wendy Powers, Amanda Kerley and Angie Miller.]

Watch a wrap-up video of the entire Safelite Best of Belron event and hear from the winners on our Facebook page. Photos are also posted on Safelite’s Flickr account.

The technician finalists for Safelite’s Best of Belron competition will soon be in New Orleans and facing off for the title of best technician nationwide.

Meet six of the 12 competitors who will be trying to prove their skills Wednesday:


Pascal Barone

Mid South Division Champion
New Orleans

Pascal Barone is excited for his fellow competitors to get a taste of life in his hometown of New Orleans.

“I plan on showing the competitors a good time,” he said. “I’m excited to meet everyone and welcome them to the area.”

Technician manager Allen Mayer has served as Barone’s trainer throughout the competitive process. Mayer said Pascal is a very self-motivated technician.

“He comes to us and asks what he can do to help out market get better and expand his knowledge about the business,” Mayer said. “His future with us looks very bright.”


Aaron Bowden
Pacific Division Champion
San Francisco

After receiving an honorable mention at the 2010 Safelite’s Best of Belron, Aaron Bowden returns this year with an eye on the title.

Bowden has more than a decade of experience as a Safelite technician and thinks his previous competition experience set his personal bar even higher. While he may or may not perform better than at his previous competition, he feels the need to prove himself.

“It’s less pressure and a lot of pressure at the same time,” he said. “It’s a weird position to be in. I personally feel better about the competition aspect, having done it before but I feel there is more pressure on me to win than last year. People are expecting me to win.”


Brad Dedmon
Southern Cal Division Champion
Bakersfield, Calif.

While training for the competition, Brad Dedmon worked with Aaron Thrasher, a technician manager from the San Diego market. Thrasher praised Dedmon’s skill level.

“I had the opportunity to spend some time with (Dedmon) in preparation for the national competition,” Thrasher said. “I have been in the industry for over 23 years and feel that as a tech manager I would be thrilled to have him in my market.”

Thrasher said Dedmon sets a great example for the other technicians in his work ethic and willingness to share his knowledge and experience.


Todd Dull
Rockies Division Champion
Fort Collins, Colo.

Earlier this year, competing in New Orleans at Safelite’s Best of Belron competition was the furthest thing from Todd Dull’s mind.

“I was having severe headaches that eventually turned into back and neck pain that was impacting my job performance,” Dull said. “I went and saw a doctor and next thing I know – brain surgery.”

When Dull returned to work, he hadn’t put much thought into entering Safelite’s Best of Belron® competition, but his managers hoped he would still be interested.

“I’m glad I entered,” he said. “it’s been an awesome experience so far and it’s giving me a lot to look forward to. I really did want to see if I had what it takes. Apparently I do. It’s been a crazy year.”

Adam Guetzkow
Midwest Division Champion
Minneapolis, Minn.

Store manager Ambrose Moser thinks Adam Guetzkow’s system and speedy work rate will help him succeed at the competition.

“I think Adam will win the national competition if he continues to refine his installation skills,” Moser said. “He has a great system and is highly energetic. His speed may create a lot of pressure for the other technicians.“
 
Adam said after his win at the division level, he’s prepared for the small details that can be the difference between winning and losing. During the divisional, judges intentionally gave him the incorrect work order to see how he would handle the situation.

“It is things like that, that I have to keep an eye out for,” he said. “That is the type of thing you take for granted in your day-to-day job. You just assume it is right.”

Moser added that Adam’s personality will also give him an advantage in the competition, “His ability to improvise makes him a great tech. He never feels defeated and thrives on taking on challenging jobs.”

Josh Henry
North Atlantic Division Champion
Middletown, N.Y.

Josh Henry joined Safelite two years ago after working for a computer company. While the competition will be tough in New Orleans, he says that winning the North Atlantic was a boost of confidence.

“I was going up against legitimate veterans of this trade,” he said. “I’ve only been doing this for two years. But then I would catch a glimpse at someone making a mistake on a part that I already finished and I kept feeling better.”

Mike Napoli, Monroe, N.Y. store manager, said Josh’s determination reflects the Hudson Valley market’s drive for success. “We wish him the best of luck and have total confidence in his performance at the next competition.”

The final set of three customer service representatives who will make an appearance at Safelite’s Best of Belron national competition work in the referral division within the company. As the profiles below demonstrate, a common theme with all of these CSR competitors seems to be genuine enjoyment talking to our customers from all over the country and going above and beyond to delight. Good luck on Wednesday to all of our customer service representatives, including the sales central and field services representative divisions


Lori Kelly
Referral CSR
Cedar Rapids, Ia.

Lori Kelly has more than 25 years customer service experience and transitioned to Safelite after working for the Auto Glass Service Center and is now familiar with reporting all kinds of insurance claims. She has five children and three grandchildren.

Angie Miller
Referral CSR
13 years’ experience
Columbus, Ohio

Angie Miller was happy to be included among the three referral CSRs who reached Safelite’s Best of Belronnational competition in New Orleans.

“It’s just exciting to be acknowledged in this way,” Miller said. “I think my experience and account knowledge was a big difference. I work as part of the Help Desk, so I’m supposed to know how to handle all these different situations.”
 
Miller reaching the finals wasn’t a surprise to Contact Center operations manager Tisha Bivens.
 
“Angie always goes the extra mile to make sure the customer is taken care of,” Bivens said. “She strives for extraordinary results and customer delight every day.”

 

Lana Whittridge
Referral CSR
11 years’ experience
Columbus, Ohio

The ‘golden rule’ is a staple in the service industry because those who serve customers are customers themselves.
 
“I try really hard to treat everyone the way I would want to be treated and it seems to have worked,” Lana Whittridge said. “I just try to be in their shoes when I’m talking to them so I know how they feel.”
 
Whittridge’s method must be successful. The referral CSR will travel to New Orleans to compete to be the best sales CSR in the company at Safelite’s Best of Belron.Whittridge, who has lived in Columbus for more than 40 years, said she was in shock because she works with so many great people.

“It’s a privilege to go because there are so many outstanding CSRs surrounding me at work,” she said. “It’s an honor to be chosen among the best.”

Technicians may often be a face for Safelite, but customer service representatives are also at the heart of our organization providing great support to our customers over the phone. Nine CSRs are advancing to New Orleans for their own segment of the Safelite Best of Belron competition. The three divisions are Field, Referral and Sales Central.

The CSR finalists are:

  • Aaron Alexander, Columbus, Ohio
  • Yabrae Buggs, Tallahassee, Fla.
  • Thomas Haas, Columbus, Ohio
  • Phyllis Holderness, Columbus, Ohio
  • Mandy Kerley, St. Louis, Minn.
  • Angie Miller, Columbus, Ohio
  • Wendy Powers, Columbus, Ohio
  • Christina Trueba, Columbia, S.C.
  • Lana Whittridge, Columbus, Ohio

Learn a little bit about the three Sales Central competitors below.

Aaron Alexander
Sales CSR
Five years’ experience
Columbus, OH

“Aaron is just so good at what he does because he holds himself accountable,” said Brad Polinko, Aaron Alexander’s job coach. “He consistently looks for ways to improve his performance.”

Alexander said the best part of his job is when he finishes a call with a customer and they say, ‘You really helped me out today.’ He always responds with, “I’m just doing my job.”

Alexander has a degree in psychology from the Ohio State University and plans to return for his master’s degree in the near future.


Thomas Haas
Sales CSR
Four years’ experience
Columbus, OH

Thomas Haas sits under the same job coach as fellow competitor Wendy Powers: Carl Williams, who is proud of his team.

“When you have good people, you can expect good results,” Williams said. “I feel blessed to have both Thomas and Wendy on my team.”

Williams said the race between them will be tight but he did predict one thing, “One of them will win and the other one will be the runner up.”

When this CSR isn’t helping customers over the phone, he enjoys downhill skiing, water skiing, horseback riding and riding snowmobiles.

Wendy Powers
Sales CSR
Four years’ experience

Columbus, OH

Wendy Powers has made customer service a career. Before joining Safelite in 2008, Powers held a similar position in the travel industry.

“I knew I wanted to stay in the same field,” she said. “I love the daily interactions with people all across the country. I love the personal contact you get from helping people.”

Powers recognizes her job is demanding, but, she said, it is very rewarding.

“Some days I’ll take 70-some calls,” she said. “But I know I helped people when I leave at the end of the day.”