"Beth is self-learning in the [newly developed] phone unit. She has shown a level of proficiency in her abilities to maintain her work while helping others; in the months to come, I see Beth helping to streamline some of the processes while still maintaining proper business processes."

"In the brief time I have worked with Beth, she has displayed a sense of ease working with others in the group. Regardless of ability or background or department, Beth takes her time to answer and even instruct when needed."

"Beth demonstrated her customer focus this year during the Policy Services Pilot, which tested call handling options. She proved to be capable of answering questions on the phones, resolving concerns within her scope, and referring to more experienced peers as needed."

"Beth is growing in her position and has displayed a strong ability to put her customers first. A recent complement of Beth:

'Good afternoon. I just wanted to take the time to compliment the level of service I received from Beth. I had an agent calling about their previous request to add jewelry to the policy. Beth took the call to help a team member. Beth took the time to not only verify we received the change request, she took accountability and even stated that she would forward it to someone to rush the processing, and if that was not possible, she would complete the change herself. Beth even took the time to explain how I can look up the status of certain changes as well.' I see Beth expanding on her knowledge base and becoming a leader in the group for customer excellence."

"Beth understands the impact the tasks she performs has on our Agents and Insureds and is committed to providing quality services. Beth takes care to represent the company well by adhering to proper business processes."

"Beth has met the expectations our customers have come to anticipate. She is professional and thoughtful on the phone and never makes the customer feel as though they are taking up her time. Beth ensures she assists all customers to the best of her abilities, making them feel like a priority and doing all she can to meet their requests and answer their questions."

"While working with Beth, I have seen her always remain customer-focused."

"Beth has always completed her work in a timely and professional manner. I can also see her helping and advising newer reps on ways of time management, quality control, and efficiency."

"Beth strives each day to deliver a quality product to our customers. When an error is identified, Beth responds without hesitation to make the necessary correction."

"Beth is proving to be a very important member of the Phone Team. She has pushed herself to gain knowledge of systems and processing and is eager to help her customers and team members. She has stepped up in a large way to help cross-train other members of the group with Homeowner processes. She will also step up when we are short-staffed to ensure the quality of the unit is not diminished. I see her playing an even larger role in developing workflow and call flows that are in line with the business needs of the phone team and processing departments."

"Beth provides very strong customer service and technical expertise."

"Throughout the year, Beth has shown her customer service strengths and has a focus on proficiency."

"Beth is a leader within the group, oftentimes providing assistance to the team. She manages her time well and is provided with overtime when she requires it. Beth is very considerate with her knowledge and time with her team; she is very thoughtful and will provide ideas to create functional workflows (ex, Agent portal deducible error fix). She will research to identify an issue and then find the most efficient way to process or fix it."

"Throughout the year, Beth has extended her policy knowledge, moving from personal lines property services to personal lines auto services. She also reaches out for assistance with some billing calls to reduce the need for transfers."

"Beth is efficient with her calls, achieving a first-call resolution. She understands the need for a first-call resolution to reduce customer confusion and callbacks. Beth has remained trending upwards, surpassing the customer service goal."

"Beth enjoys coming to work and creates a fun, positive work experience while never losing sight of getting the job done."