October 27 2015

Wall of Fame Profile: Tywanna Booth, Hiawatha, IA


Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology
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Our Wall of Fame series is designed to celebrate our employees who help us achieve our People Powered, Customer Driven approach to business. We’re so grateful they are a part of our company!

Today’s profile is:

Tywanna Booth, Operations Manager
Hiawatha, IA


WallOfFame

Tywanna Booth is the Operations Manager for Safelite Solutions’ contact center in Hiawatha, Iowa, where she is responsible for managing programs for which our insurance clients hire us to operate, such as first notice of loss and glass claims management.

Ty, as she goes by, is a real success story. She started at Safelite as a CSR and after just a year and a half was promoted to job coach. Three years later, she was promoted to associate manager, and 6 months later, jumped at the chance to be promoted to operations manager.

Ty was brought in to improve quality assurance in the Hiawatha contact center, which was acquired by Safelite in 2009. Being innovative, she is always looking for ways to improve our service and explores new and different ways to achieve better results. As a result, the Hiawatha team’s quality assurance scores improved 1.7% in 2014.

“I encourage our CSRs to be fully engaged in each and every phone call,” Ty explains. “During each call, we must recreate an experience that leaves a good taste in our customers’ mouths. Sometimes it’s as easy as personalizing the conversation. For instance, if the customer mentions a kid’s soccer game, be sure to wish them luck before ending the call.”

Tywanna also is a people-focused leader who motivates and inspires her team to deliver customer delight. She understands that having talented people on her team is essential to drive the success of the business. Her dedication to filling positions with the right talent is a key factor in the extraordinary results that her team delivered during 2014.

“Our People Powered, Customer Driven culture is my favorite thing about working at Safelite,” shares Ty. “Most important is that this company doesn’t just say it. We do it. And it trickles down from the very top.”

Congratulations, Tywanna! You’re actions are clearly worthy of a place in our Wall of Fame!

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