TeVaun is a Licensed Customer Service Representative in our Customers Insights Lab in Charlotte, North Carolina. He’s currently doing a Talent Share as a Test Adherence Results (TAR) Coach in the Customer Insights Lab team.
Q: When did you join Allstate?
A: I joined Allstate in May 2015 as an Unlicensed Customer Service Representative and after two years, I became a Licensed Customer Service Representative. Shortly thereafter, an opportunity came up to join the Customer Insights Lab team.
Q: What is the Customer Insights Lab (CIL) team?
A: The Customers Insights Lab is a specialized test & learn team that sits within Customer Service and provides a ready-to-use infrastructure for executing tests and sharing insights with our agency and internal business partners. Insights are derived from a combination of both quantitative and qualitative results. We offer the opportunity to scale ideas and move them forward through the CCCs and agency owners.
Q: What’s different about this role from your previous Customer Service Representative roles?
A: Working in the lab is very similar to working as a Licensed Customer Service Representative on the Customer Service team. However, the major difference is that we have the ability to test a process and evaluate it, rather than just servicing customers via phone calls.
Q: What test & learns have you participated in?
A: The very first test I got to work on was a Drivewise test. We made calls to inactive users of Drivewise, to ask why they stopped using it and what could we do to make it better. We received a lot of insightful feedback and changes were proposed to enhance the experience and increase adoption.
Q: What is a Talent Share?
A: A Talent Share is a short-term development opportunity designed to provide employees access to short-term projects and developmental experiences outside your current role.
Q: What do you do in your Talent Share?
A: As a Test Adherence Results Coach, I can be found coaching employees about certain key elements to test in a test & learn, making sure they understand the purpose and goals behind a test, leading huddles, 1:1 coaching and/or listening to calls for quality control.
Q: What work are you most proud of?
A: Probably my current Talent Share. I wasn’t looking for a Talent Share, but my manager approached me about the opportunity. Since it’s a new role, I get to help build this role out with my own twist and provide feedback for it. I came to CIL to gain knowledge, and after being in this role for a few months, I know I want to pursue this full-time.
Q: What qualities does a person need to be successful here?
A: In the CIL, the main qualities a person should have are to be adaptable and patient. There are days you have to execute things a certain way and later they will change. Knowing and understanding that we won’t always do things a certain way, will help you in the long run.
Q: Any advice for someone who is considering working at Allstate?
A: Allstate can become a career. You have the ability to grow and continue to learn and move into new things. Don’t be scared to try new things. When I first got here I didn’t know anything about insurance, after a while, people come to me with insurance questions, and I can answer them.
Q: Outside of work you can be found doing?
A: Anywhere there’s an event that requires music.
Fun fact: I’m a self-taught audio engineer.
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