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3371850000Tooty Talk December 2020- Thankfulness- Part 2Lori Miller- President of Tooty Inc.All of us at Tooty Inc. want to wish all of you a heartfelt thank you for being such great partners. We are all learning new ways to communicate and help each other. I cherish the great conversations we have had and the encouraging e-mails you have sent which have lifted up the Tooty Team at just the right time.I never tire of hearing a manager share of how Waste Connections has loved on his or her team month after month, or how the local districts are so proud of their team. Be encouraged as you read Waste Connections managers give thanks for their customer service teams.Lenny Cuccia, Sales Manager, New York CityWhen I think of our customer service and sales teams here, three words come to mind: resilient, adaptive and team players.? During these difficult times in NYC, in addition to being within the epicenter of the pandemic, we were also faced with service challenges due to multiple demonstrations as a result of political unrest and full- scale re-routing of our service schedules due to a constant re-shaping of our customer base because of COVID-19 closures and downsizing.? In addition, we have had to adapt to ever-changing restrictions on our customer base due to fluctuations in Coronavirus infections rates.? I am so impressed in the way that our customer service and sales teams have taken the time to listen and empathize with an emotional customer base while having to explain routing changes and analyze and negotiate past due balances.? Everyone was asked to do more, and this NYC team jumped right in without complaint or hesitation.? Our Customer Service Lead, Aggie Terrazas, has modeled excellent customer service skills to her 3-year-018288000 old son Adrian while working from home.? When she asks Adrian how mommy answers the phone he proudly demonstrates, “Thank you for calling, Waste Connections, how may I help you?”? New Yorkers are strong, and we are excited for the future.? Don’t bet against New York City...We will rebuild and return stronger than ever!James "Bugs" Veuleman, District Manager- Natchitoches, LouisianaFirst and foremost, I am blessed with a very resilient team.? They have overcome many challenges and adversities this year.? One of the things that I was impressed with happened during the aftermath of Hurricane Laura.? We were out of electricity at our office for several days.? Instead of taking the opportunity to stay home, each of my team members came to work with a smile on their face, and ready to work.? They hooked up generators, and portable air conditioners kindly provided by Waste Connections, and shared an office so they could all work.? I’m sure some would have been happy to be able to stay at home, but my team proved that there’s not much that will bring them down.? When I think of dedication, I think of my awesome team at Waste Connections in Natchitoches.Véronique Roussille, Superviseure Service, MontréalAs the supervisor of customer service, I am proud to say that my team is young and dynamic. They are always ready to learn and improve every day. Healthy competition exists between them and motivates them more. Their goal ?is 'the top ten'. Every day I can always count on them to arrive with a beautiful smile and leave us in the evening in the same way. Le travail d’équipe fait fonctionner le rêve! (Teamwork makes the dream work!)Dan Cyrenne, District Manager, WinnipegI am so thankful to have the opportunity to lead such a great team. Although 2020 has been a tough year working through the pandemic, our teams work ethic and dedication to customer service has improved year over year. This improvement has placed our District in the running to achieve “most improved”, and I couldn’t be prouder of our staff. They are currently working from home, and I sure miss their energy and positivity in the office. I can’t wait until we are able to safely allow them to return to work in the office. 100’s are now a normal occurrence, and I truly believe that our team has the ability to achieve this score each and every call! I am very grateful for their commitment to our 3rd Core Value, keep up the great work!Robert Gerold, Site Manager, Ogallala NebraskaI am Thankful for my CSRs- Sabrina and Michelle. Being in an area with very high seasonal activity with our very beautiful Lake McCaunaghy, Covid has made this a very popular and busy place for campers and people to get away. Our CSRs would come out to the Lake every Monday morning at 6AM and help clean up the piles of trash left in front of the dumpster. (We are not talking small piles!) We are talking sometimes 10 to 15 yards at a location and we have about 30 locations looking like this! Pick up bags, rake the area and make it look as if there was never any garbage there! This went on from June thru August!! Then after helping with this they would go in and answer the calls and deal with customers and always have a positive and bright attitude!! So very thankful for everything they do for me and Waste Connections. I would never make it without these 2 amazing women that are willing to go above and beyond to make our customers happy and satisfied with us as Waste Connections and help make this District 3046 as amazing as it is!!Loren Brown, Site Manager, Juneau, AlaskaAs we all know this year has had plenty of ups and downs compared to years past. With that being said, I am thankful for my CS team. Not only have they had to learn our processes remotely (then in office, then remotely again), but they also learned the ins and outs of Tooty while completely changing systems from Tower to RMO. Having a new team could’ve been a struggle but this team continues to take every challenge put in front of them and get the job done gracefully! Navigating a global pandemic, being new employees, changing our operating system and being effective at serving customers is challenging to say the least and I am thankful that Lacy, Mekayla, and Rita make it look so easy!!Don Sonley, District Sales Manager, Eastern OntarioI am very proud and thankful for our CSR teams as they are continually adapting to the situation and making the most of this challenging pandemic. One thing is certain: Their customers will never forget their efforts. They came together as a team this year (more than ever), fielding incoming service calls and defending price increases implemented during Covid-19. Their phone presentation and customer resolution skills have been key in keeping our district churn rate down and allowing our reps the free time to farm new business. I am very fortunate to have such a professional and well-trained customer service team at both my districts- Peterborough and Kingston.Karla Di Francesco, Accounts Receivable Supervisor, Montreal?I am thankful for my team’s ability to power through even the toughest days. Especially now in these uncertain times, when they are juggling new and old adventures, they come together to try to help each other. This team has become my family. We laugh together, cry together and are able to be there for each other. They are hard-working and dedicated individuals that take on new tasks as they are thrown at them without question and with a great attitude. I am thankful for the company we work for that seems to always put their employees first. I am thankful for my boss who isn’t scared to let me move forward in my vision for my team and who encourages us to express our opinions. This really is our extended family and for that I am grateful.Angie Mott, Office Manager, Coos Bay, OregonI am thankful every day for such an amazing team.? I am proud of how they have handled the challenges we have been given in 2020.? It is a blessing to have a team that is truly happy to help?our customers as well as supporting each other.? Although the team is working remotely it feels like we are more connected than ever.?? We stay in touch with a lot of calls and messaging.?? The team has really stepped up and embraced the transition to working remotely with a positive attitude.? I can’t wait until we are able to have the “family” back together again.Beverlee Millard, Customer Service Manager, Elgin-Aurora, IllinoisI am so thankful for a team that has endless flexibility. They took the transition of moving to the work at home environment with stride, making the implementation seamless. The communication between myself and each rep and between the reps themselves is as if we are still in the office. We have struggled all year with our Tooty scores and in November my team hit it out of the ballpark. Our Customer Service team has outdone themselves during 2020 and has made my job easier than I ever anticipated during these difficult times.Katherine Riotte, Office Manager, Fort Ann, New YorkAs a New Year is quickly approaching, like most every person, I am hopeful 2021 will be much better than 2020. With that said however, I can truly say that the team I am so fortunate to work with has shown perseverance throughout 2020 and some tough times. While 2 CSR’s still work remotely, our relationships have maintained strong. The whole team works to support each other even though we are not all in the same place. We have devised strategies to keep everyone in the loop and updated on things throughout the day. We have friendly competitions such as how many New Starts we can get in a week and earn a small bonus. The CSR’s have definitely amped up the number of phone calls taken and have worked hard on reducing hold times and therefore the percentage of callers that might otherwise hang up. We had some heavier than normal call volume a few weeks ago but through focus and determination, the call stats were better than ever. It is so important to acknowledge the hard work done every day even if it is a simple “thank you”. I appreciate everyone I work with and wish nothing but the best for all going into 2021!Carole Sajnaj, Office Manager, Bridgeton, Missouri Most of our team is working remotely and that presents struggles especially with our newer CSR’s.? I miss the one-on-one face time with our reps and the camaraderie of having everyone in one place.? While I was skeptical that we would be able to run a call center remotely, it’s working!? We have a conference call each morning which at least allows us to stay in touch as a team.? We all feel blessed to work for a company that has been adaptable and has put our safety as their top priority.? I feel that our customers are still getting the first- class customer service that they received while we were all under one roof!Theresa Benetatos, Office Manager, Pasco County, FloridaWe have a big Customer Service team and they definitely pulled together while working from home. We developed a social media outlet for all to reach out to each other during this trying time. We also are up 39% improving on last year’s Tooty. Each month we have an auto payment competition as a group and individual scores. We hit our mark each time!?We hand delivered meals just this past Thursday for Christmas and gave out gift cards as a special thank you.? ................
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