PRODUCT SUPPORT
KICKOFF PARTY
by John Vuycankiat
Product Support reminds me of patience and dedication. As an agent, I spent hours, days, and even months working with various individuals to provide solutions for accounting concerns, month-end reports, and defects. It’s been two years since my transfer to another division and I sometimes wonder how things are faring with my previous team. I recently heard about a kickoff party and immediately consulted my former team mates. They referred me to Shamaine Osias (Product Support Agent III) who agreed to an interview. She filled me in on various details and told me that the intent was to celebrate accomplishments and announce what’s in store for Product Support throughout 2016. Paul Florido, their new Director, came up with the initiative while Shamaine spearheaded the engagement committee. She promptly coordinated announcements and delegated individual responsibilities which eventually led to their first ever kickoff party.
Into the fray
Shamaine gave me a quick rundown of what I thought was truly exceptional. "The event highlighted the fourth quarter promotions for 2015 and the incentive plans for 2016. Recognitions were in order for the CSAT monsters who projected the best scores and returns. Those with outstanding attendance earned their spotlight in the Iron Man Awards. A Team of the Year award, based on the SQI in their Gemba, was also handed out. Of course, parties wouldn't be complete without its share of entertainment. Yuri’s Revenge, Product Support’s exclusive band also made the day worth remembering. The engagement committee distributed early bird prizes and provided rewards for the best blue-themed attire. They even hosted cool games and an exciting raffle draw. With a mouth-watering buffet and a near-endless supply of drinks available, it was simply impossible not to enjoy the party."
Shamaine also couldn't help but emphasize on what she thought stood out the most.
“The best part of the program was when Paul Florido rocked the venue by performing U2’s 'With or Without You' with Yuri’s Revenge!”
Seeing as the event took off successfully, I had to ask what part contributed to team retention. She said, “The Rewards and Recognition and the Incentive Program are segments that make agents feel valued for hours of dedication they invest each day. Hard work does not remain an option with goals in mind. It becomes a part of what they are and everything they do because when you take care of the front liners, they’ll definitely take care of the business."
What’s next in line?
While Shamaine was eager to answer inquiries about the party, she offered little information about what’s in store for the future.
“We already have plans laid out. All that’s left is to set it in motion. I can’t divulge any specifics yet because we want to keep it a surprise. What I can guarantee though is that the next event is going to be all about giving an Amazing Client Experience (ACE) on the pillars of being the Alpha! The thought of it excites me!”
When asked if other teams need to engage in this kind of activity, she explains that RealPage does its best to facilitate employee engagement programs. She also added, “These activities give individuals something to look forward to aside from their daily job routines. By keeping everyone motivated, everything falls into place. The clients are happy, business grows, and all of us become an alpha. Imagine a work place with the best of the best. That’s what we aim for.”
A well-thought itinerary, an amazing party, and a day worth remembering. With all the juicy bits laid out, I think Paul Florido will be taking Product Support to new heights this 2016.
For more on the future endeavors of Product Support, stay tuned to Pages.
*Photo collage supplied by Shamaine Osias