Sara Dunne, Call Center Representative and Contracts Specialist, Mike Williams Plumbing, Heating, Air Conditioning and Sewer

How long have you been with your company and in the industry?

I have been with Mike Williams Plumbing since June 262015.

How did you get started in call centers and customer service?

I entered into my first call center job in 2002.  I have always liked customer service and doing whatever it takes to make sure each customer has a unique, enjoyable experience to always keep them coming back for more.

Where are you from?

I am from Springfield, Illinois.

What do you like to do outside of work?

Outside of work I like to spend time with family. I have three kids: We like to go fishing, watch movies and play board games together.

What’s your favorite thing about your job?

My favorite thing about my job is the wonderful work environment that we have. We are a very close group of people and we also all share the same love of our job. Everyone here is always pushing to be the best that they can be. Each day I am learning something new from a coworker or supervisor. So not only do I get to come to work to help people, which I love to do, I get to do so in a very professional yet very comfortable office filled with positive people.

How does Nexstar help you do your job?

Nexstar helps me to do my job by always giving me new fresh ideas and higher goals to achieve. I am always learning new ways to help customers in the best way possible and bring more value to our company. Nexstar also helps me to set higher goals for myself, and gives ways to achieve those goals. I am always working to be better than I was yesterday, and Nexstar gives me new and exciting ways to do so.

Sara was nominated for this feature by her team member at Mike Williams, Mary Turnbull:

“Every day, she presents the value of our Preventative Maintenance Contracts to our members who call in to cancel their contracts with us. I think of these phone calls as extremely difficult phone sales calls. She proactively thinks of ways to provide additional value to our customers by doing things like mailing out Starbucks gift-cards to help encourage members with annual contracts to renew, and calling those customers to proactively obtain payment information before their contracts expire.

She is excellent at constantly setting goals for herself and tracking her progress every week. She has a great, steady and reliable work ethic that is a wonderful asset to our team!”