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Jeffrey Brooks, Peak 10

  

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Company: Peak 10, Charlotte, NC USA
Company Description: Peak 10 is the leading independent data center operator and managed services provider delivering comprehensive solutions for hosting and managing complex information technology infrastructure. Peak 10 combines multiple geographically diverse data centers and portfolio of managed services with localized engineering and support to serve market-leading companies nationwide.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Manager of the Year

Nomination Title: Jeffrey Brooks, Senior Manager for Support Services

    Tell the story about what this nominee achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

        As a data center services provider, customer service is critical to Peak 10’s
success. Peak 10 attracts clients because of its expertise in hosting and
managing online systems, as well as its ability to deliver comprehensive
support 24x7. Additionally, Peak 10 operates in ten different U.S. markets.
This demands that Peak 10’s customer service address both centralized and
localized support issues within the scope of the various service level
agreements that are in place for each customer.

        Peak 10 places great emphasis on providing customers with the attention and
focus of a local data center provider with local engineers, while maintaining
the skills and resources of a national player. Having 18 data centers and more
than 2000 customers, the Peak 10 Support team is a critical part of achieving
that goal.

        Peak 10 Support is led by a highly-trained management team dedicated to
encouraging excellence among staff members through cooperation with engineers,
new certifications and having direct input into the operation of the support
center. At the forefront of the team with operational responsibility for
customer service and support is Jeffrey Brooks.

        Over the past year under Jeffrey’s guidance, Peak 10 Support has processed
roughly 2,800 incidents per week with an overall satisfaction rating of 97%.

        Jeffrey has led his team to address customer issues quickly with 93% of all
calls being answered within 30 seconds and an abandonment rate of less than
3%. Additionally, 78% of all tickets are closed at the first line. For all
issues, the mean time resolution is less than 1.6 hours, a 10% improvement
over last year.

        Jeffrey has implemented a scorecard system for each team member which he
updates monthly. He then meets with each individual to discuss their
performance and how it impacts the team. Therefore, each team member
understands how their contribution helps the team meet its specified goals.

        Jeffrey’s success as a leader is best shown by the team’s overall stability
and the success and growth of team members. Over the past 28 months there has
been no voluntary employee turnover, individuals have been actively recruited
to other departments, and team members have been promoted to Senior roles,
including Supervisory positions.

        Jeffrey has also been instrumental is having Peak 10 Support as a recognized
leader in customer service organizations. In March 2010, Peak 10 Support
received the prestigious “HDI Team Excellence Award for External Support.” 
This award honor world-class support organizations that have most enhanced the
image of the industry by achieving the highest standards of excellence for
delivering customer service and support. Peak 10 was also named “NCTA Top
Customer Service Company of the Year” in 2009. Jeffrey also received
Commendation by Contact Center World Top Performers Award: Best Contact Center
Leader – 2009.

        Jeffrey is active in industry related professional organizations and serves as
the Southeast Regional Director of HDI, and sits on HDI’s Member Advisory
Board. Jeffrey actively contributes to industry publications and has appeared
as a columnist in Support World several times, including the Summer 2010
issue.

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

        http://www.peak10.com/news-events/pr_detail.asp?id=1026
http://www.hostsearch.com/news/peak_10_news_8196.asp
http://thinkhdi.wordpress.com/2010/06/14/customer-satisfaction-is-more-than-call-satisfaction/
http://www.peak10.com/News-Events/pr_detail.asp?id=1054
http://www.peak10.com/News-Events/pr_detail.asp?id=1015
http://www.peak10.com/News-Events/pr_detail.asp?id=1004
http://www.peak10.com/News-Events/pr_detail.asp?id=1002
http://www.peak10.com/News-Events/pr_detail.asp?id=1001
http://www.helpdeskcrashcourse.com/

    Provide a brief (up to 100 words) biography about the nominee:

        Jeff is co-author of “Helpdesk Manager’s Crash Course,” and has been working
in the technology industry for 15 years.  He holds his Masters in Computer
Information Systems and an M.B.A. Well-versed in a variety of technologies,
Jeff uses process and policy programs to ensure consistency in Service
Delivery resulting in exceptional customer satisfaction.  Jeff currently as
the Southeast Regional Director for HDI, an active participant of HDI’s Member
Advisory Board, and sits on the Board of Charlotte HDI as a Member-at-Large.
He is also active in other industry organizations as well as on the Advisory
Board for several local schools.