
Recognitions from Internal Clients (BofA)
How does one become an expert in problem-solving? My answer to that question is by practice. After becoming a team leader for the San Francisco Helpdesk team, as a Senior System Support Analyst, I continued to directly serve the internal clients who called in with their technical issues. To become successful in this position required good verbal and written communication, must have the ability to ask the right questions, analytical skills, troubleshooting skills, customer service skills, the ability to learn quickly by looking up reference guide and relaying the steps to guide the users, to provide clear instructions over the phone for users to follow, to follow up on escalated issues, and to remain calm and confident and put the users at ease because the reported issues are most likely a roadblock that prevented the completion of an urgent task, which may cause stress for many users. Please visit this page for details about this role.
Below are a few recognitions that I received from the internal clients that I assisted along with comments from my managers in the email chains.
-----Original Message-----
From: Cox, Scott J Team Manager's Manager
Sent: Monday, November 29, 2004 6:25 AM
To: Cheung, Bobby
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung
Bobby:
A very nice recognition of your service and support from Miles Garnier. Keep up the good work!
J. Scott Cox
Managing Director, MTI Associate Support
-----Original Message-----
From: WONG, GEORGE Team Manager
Sent: Friday, November 26, 2004 11:39 AM
To: DG Markets Technology Help Desk
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung
Bobby,
Keep up the good work!
George
-----Original Message-----
From: Garnier, Miles A
Sent: Monday, November 22, 2004 5:22 AM
To: Cheung, Bobby; WONG, GEORGE
Cc: Cheung,Bobby
Subject: Spirit Celebration Card Notification
Bobby Cheung,
You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.
Recognition Date: 11/22/2004
Recognized By: Miles Garnier
Improved a customer/client/associate experience by:
Bobby Cheung is an excellent IT Support provider. Not only is he always helpful, but he is competent and very knowledgeable in troubleshooting IT problems I have encountered. He deserves full recognition for his dedication and outstanding customer service assistance.
-----Original Message-----
From: SWONG
Sent: Friday, October 08, 2004 9:32 AM
To: Cheung, Bobby; Austin, Michael - Helpdesk Team Manager
CC: Cheung, Bobby; Austin, Michael - Helpdesk
Subject: FW: Spirit Celebration Card Notification
Bobby Cheung,
You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.
Recognition Date: 10/08/2004
Recognized By: Susan Wong
Improved a customer/client/associate experience by:
Bobby has demonstrated that he has Exceptional skills in his craft. I talked to 3 other techs. with much frustration before I thanked my lucky stars and got
Bobby. He was able to help me through the glitches of this recent migration with much ease. He not only knew EXACTLY what to do but did it with lighting speed! GREAT JOB BOBBY I ! !
-----Original Message-----
From: Cox, Scott J Team Manager's Manager
Sent: Tuesday, October 12, 2004 6:59 AM
To: Cheung, Bobby
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung
Bobby.
Again, great support effort! I certainly appreciate all your support during the MAS & migration efforts!
J. Scott Cox
Managing Director, MTI Associate Support
-----Original Message-----
From: WONG, GEORGE Team Manager
Sent' Monday, October 11, 2004 3:58 PM
To: DG Markets Technology Help Desk
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung
Bobby,
You've received a second Spirit recognition!
Two Days in a row, I think it may be one for record books.
Your skills at providing service above the customer's expectations are evident in this Spirit award recognition.
Great Job!
George
-----Original Message-----
From: Wong, Susan
Sent: Wednesday, October 13, 2004 8:20 AM
To: Cheung, Bobby; Wong, George
Subject: RE: Spirit Celebration Card Notification
THANK YOU BOBBY, as you know by the time we reach the help desk we are completely frustrated with little or no patience and you rose to the occasion just like a true professional!!!!!!!!!!!!!!!!!!!!!!
Much, much appreciated!!!!!!!!!!!!!
Have a great one,
Susan
-----Original Message-----
From: Cheung, Bobby
Sent: Monday, October 11, 2004 10:39 AM
To: Wong, Susan; Wong, George
Subject: Spirit Celebration Card Notification
Thank you, Susan. It was my pleasure to assist you that day.
Bobby Cheung
-----Original Message-----
From: Austin, Michael Team Manager
Sent: Friday, June 11, 2004 7:51 AM
To: Cheung, Bobby; WONG, GEORGE
Subject: RE: Spirit Celebration Card Notification
Great work, Bobby - thank you! Makes my day to see this
------Original Message------
From: WONG, GEORGE New Team Manager
Sent: Friday, June 11, 2004 11:28 AM
Cc: [Distribution list of George's team]
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung
Bobby,
This is an example of excellent customer service skills and of understanding the Business Partner's environment. These skills are what set the MTI Help Desk above others. Thank you for quickly getting the problem resolved and for providing the extraordinary follow-up.
Your Spirit Celebration is well deserved.
George
------Original Message------
From: JESSIE.C.LONDON
Sent: Wednesday, June 09, 2004 6:17 AM
To: B.CHEUNG
Subject: Spirit Celebration Card Notification
Bobby Cheung,
You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.
Recognition Date: 06/09/2004
Recognized By: Jessica (Jessica) London
Improved a customer/client/associate experience by:
I contacted ECF-Helpdesk on 06/08/04 after Emailing application dw support with ECF loading problem. After speaking to Bobby, I forwarded the Email sent to application dw support and mentioned that the documents being loaded needed to be included in an Email for a pending closing. I requested his assistance in escalating the request to be resolved. Bobby responded with a ticket# and confirmed he understood the urgency. The problem was quickly resolved by 4:30PM. Bobby called back leaving a message confirming documents were in ECF and not receiving a response from me. He sent a follow-up email. By leaving the message and following up with an Email with attached history of when and how this resolved, I felt Bobby went above expect ion to make sure I was aware and could send the Email out for closing.
Thank You, Bobby!!
-----Original Message-----
From: Austin, Michael Team Manager
Sent: Thursday, July 31, 2003 4:12 PM
To: [Distribution List - System Support]
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung
Bobby, thank you for exceeding the expectations of this AMG client. He was very impressed with your determination to get his issues fixed.
-----Original Message-----
From: MINH.TRUONG
Sent: Thursday, July 31, 2003 3:45 AM
To: BCHEUNG; MAUSTIN
Subject: Spirit Celebration Card Notification
Bobby Cheung,
You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.
Recognition Date: 07/31/2003
Recognized By: Minh Truong
Improved a customer/client/associate experience by:
I would like to take this moment to personally thank Bobby Cheung who has Good Team spirit, details, and most important "Bobby Cares" and willing to listen and get to the bottom of the unsolved issues. Good job, Bobby. Thanks again for helping me.