Support Person of the Year
Beth Bailey always puts herself in both operators’ and customers’ shoes.
Winner: Beth Bailey
Company: ADT, Boca Raton, Fla.
Title: Process Excellence Senior Manager
Tenure at the company: 20 years
Since ADT and Protection 1 merged in 2016, there has been the daunting task of policy and process harmonization for the combined company. Beth Bailey, process excellence senior manager at ADT, plays a significant role in this process and her dedication is one of the reasons this 20-year ADT veteran was named TMA’s 2018 Monitoring Center Support Person of the Year.
“This harmonization couldn’t have been done without Beth’s diligence, her knowledge of all of our policies and her thought leadership,” says Michael Picciola, vice president customer care operations at ADT.
With the merger of these two large security companies, the integration process has taken two years. Under Bailey’s leadership, the process excellence team has dedicated hundreds of hours of meeting time toward process and policy harmonization — indeed 616 processes and policies have had to be blended, according to Picciola.
Perhaps one of Bailey’s biggest strengths is her deep understanding that her job impacts ADT customer care employees on the front lines, and ultimately, the customers and their lives.
“I really enjoy finding ways of taking the customer experience to the next level and I can focus on that by taking the experience to our employees. Success to me is when I can make it easier and remove any barriers for team members so they can focus on their priorities and what they do best for our customers,” Bailey tells SDM.
Another example of Bailey’s impact at ADT is the development of an internal central station knowledge base tool called MyHC or My Help Center. What began as an idea three years ago is now a fully functional system for customer care processes, policies and product information used every day on every call by monitoring staff, says Picciola.
But that is not the only change Bailey has ushered in to her company. During her tenure, Bailey has mentored, led, supported and even invented. In 2016, Bailey and a co-worker earned ADT U.S. Patent #9424737 for their work on an interface that would allow customers to respond to an alarm using a cell phone or tablet. Customers can be notified of alarm condition through their mobile interface, and respond back, sending authorization and status directly to the central station — allowing for quicker response time and potentially reducing false alarm dispatches and potential fines to ADT and its customers.
“For me, it is another example of Beth looking at a customer pain point and business performance issue and combining those things to solve a problem,” Picciola says. “Beth never loses sight of taking care of our customers and putting herself in agents’ shoes. She has a special blend of unique skills, high energy and compassion that make her so valuable. Beth knows her decisions are not just impacting our agents, but also our entire customer base, their premises and network.”
Learn About the Finalists
For the past eight years, Boris Pejic, senior system support analyst at G4S Secure Integration, has supported customers in the field remotely to resolve issues with their systems. According to the company, Pejic is a hard worker who proactively helps customers resolve issues before they escalate. In one example, Pejic worked with his team internally and the field staff to ensure a customer’s sites were up and sending signals before leaving for the day, even spending Christmas Eve working to ensure that the customer had what they needed and that the monitoring center was receiving alarms properly.
Lamar Shroyer has been director of IT at Dynamark Monitoring for seven years. According to the company, Shroyer set up Dynamark’s IT infrastructure from nothing to a UL, FM central station, continuously adding and upgrading over the years for a central station that now processes more than two million signals per month. Shroyer has a “never-say-no” attitude, providing dealers with technical support, along with supporting operators, supervisors and executive staff on signal issues, new technology training or IT issues. When one dealer had a regional failure with a telecom carrier, Shroyer assisted the local representative in rerouting all of the lines to other pathways to bring all of the dealer’s customers back online.
