Customer Champion: Excellence in Customer Service

Providing an excellent customer service experience has consistently been at the forefront of our mission here at Republic. A member of our awesome staff  has been recognized for his efforts in contributing to that undertaking. We’re thrilled to share that our very own Sean Rivers has been honored with the 1to1 Media “Customer Champion” Award. A four year veteran of Republic, Sean, serves as Director of Operations Technology. If you’ve ever opened a ticket with us, he’s the guy who makes sure your request is prioritized and seen by the correct customer service representative to resolve your concerns quickly. Sean has been recognized for his use of new initiatives and innovative technology, including Machine Learning, to deliver customer-centric leadership.

Sean Rivers with 1to1 Media Editor-In-Chief Mila D’Antonio

What is Machine Learning you ask? Using pattern recognition, machine learning tools provide us with the data we need to recognize where our customer pain points lie faster. “We are always trying to learn from the past. Machine Learning helps us look backwards to predict what we need to do going forward.” says, Sean. With this information we can categorize, prioritize, and resolve tickets more quickly.

“I’m honored to be recognized by 1to1 Media for the innovative approaches that my team and I have been working so hard on,” said Rivers. “Tools like machine learning that empower our agents’ decision making without rote automation have really paid off, as we can make the most out of every interaction to suggest improvements based on past performance.”

Looking to the future Sean has great expectations for what’s to come from statistical machine learning to improve customer service.

“I would love to get to a point where we can use Machine Learning to better recognize and respond to customers who may need extra assistance. This can be hard to recognize when we are sifting through a lot of tickets. Also I’d like to have it recognize and handle duplicate tickets, so we are not slowed down by having to handle them manually.”

Along with Machine Learning, this honor was awarded based on his leadership in  Peer to Peer Support and the Community platform. Around the office Sean is known for his quick wit, and ability to be in three meetings at once. His commitment and passion for our members shows through his dedication and hard work.  We’re proud of you Sean!

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