Continued's custome
r experience team interacts with thousands of customers annually. As the front line of contact, there’s practically nothing in the company this team doesn’t touch.
They work to educate customers about the company’s services and how our courses can meet their licensing and certification renewal needs. They also solve computer woes and build rapport by treating each caller as a valued individual.
Most of all, they pride themselves on providing the best customer experience for Continued’s members.
“Our team is genuinely excited and happy to help people, and I think that shines through both internally and externally.”
Customer experience team members are available to answer calls and chats Monday through Friday from 8:00 am - 6:00 pm Eastern. They collaborate with teams across the organization, including continuing education administration, editorial, and education technology, to address any question regarding their CEUs and Continued's family of online learning sites.
“We feel like allies with the professionals who are navigating our product to advance in their careers,” said VP of Operations Ronaldo Olivas, who oversees Continued's customer experience team.
“Our team is genuinely excited and happy to help people, and I think that shines through both internally and externally.”
During his tenure, Olivas has expanded the customer experience team to better serve Continued's growing membership. As part of this growth, Olivas and other team members studied companies that are known for the way they treat their customers and adapted many of these best practices.
“Our team genuinely cares for our members, and they all take extreme pride in enhancing our members' experience from start to finish.”
BY THE NUMBERS:
The customer experience team facilitated nearly 30,000 calls and replied to more than 25,000 emails in the last year. Additionally, team members participated in more than 2200 chats.
They also review many of the course evaluations received to ensure member satisfaction and look for areas of improvement.
“Our customer experience team is a group of carefully selected individuals who represent our company culture,” said Tanya Velarde, Continued's senior manager of customer experience.
“Our team genuinely cares for our members, and they all take extreme pride in enhancing our members' experience from start to finish. We don't follow scripts, and our agents have free rein to help as needed. These ingredients are a recipe for an incredible customer experience team!”
MEET A FEW MEMBERS OF THE CUSTOMER EXPERIENCE TEAM:
What fuels your desire to help others succeed with their continuing education?
“I thoroughly enjoy helping our members with continuing their education, knowing that this will help them grow in their careers and be the best they can be in their profession. It’s a great feeling knowing I am a part of this process with our members.” — Jessica McLeod, customer experience specialist
What makes you most proud to work for Continued?
“It makes me feel amazing to be part of something so meaningful. Continuing education is an important piece of our members’ livelihood. I am just happy when my members are happy and grateful that I am able to help them.” — Liz Garcia, customer experience specialist
What do you think sets our customer experience apart?
“We all recognize that continuing education is vital to our members, who all serve in ever-changing fields. We truly listen to our members’ feedback, both positive and negative. We want to make online continuing education a convenient and pleasant experience, which ultimately gives our members more time to focus on their lives.” — Leanna Lopez, customer experience specialist
What do you enjoy most about your job?
“Loving this job came easy for me. I am proud to be part of a team that works together daily to serve people who are bettering themselves through continuing education.” — Sydney Salazar, customer experience specialist
How do you build rapport with Continued’s members?
“As customer experience specialists, our members hear us as the voice of the company. Building rapport with our members is essential in providing them the help that they may need. Whether it be a warm friendly greeting, an ‘I can help you with that’ attitude, or a sincere dedication to resolution, we have many ways that we build those relationships. I am proud to work with a team of individuals who make sure that our members know that we are here to help daily.” — Emily Poston, customer experience specialist
What stands out to you that makes Continued special?
“What makes Continued so special is the company's dedication to putting culture first. As a new hire, I was amazed at how many people across the company I had the opportunity to engage with from the start!” — Rachel Deweese, customer experience specialist
“I thoroughly enjoy helping our members with continuing their education, knowing that this will help them grow in their careers and be the best they can be in their profession.”