Johnny Spagnola is relatively new at TMS, but that hasn’t stopped him from making a tremendous impact in a short amount of time.
As vice president of Customer Care, Spagnola has helped drive the company’s customer satisfaction rating to 98%. Spagnola named TMS’s call center team members “Customer Careologists,” a term that defines his thoughtful approach to customer service. When he took over, his goal was to drive a behavior where happy people answer every call with a smile in 60 seconds or less, make a personal connection, and utilize data to deliver solutions. Spagnola believes that team members should be recognized for delivering a great customer experience by implementing rewards and recognition programs. Through creative challenges and fun team goals, he inspires team members to set new records in things like registering for the online borrower portal or setting up reoccurring payments, enabling him to lower servicing costs as he increases borrower satisfaction. Spagnola is constantly creating new ways to spotlight team members and build a culture that cares.
“True success comes as a direct result of the positive influence you have. To create this, it takes exceptional leadership and exceptional engagement.”