Photo By Petty Officer 2nd Class Chad Swysgood | A graphic to celebrate MyNavy Career Center(MNCC) completion of 1 million service request... read more read more
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Since MNCC’s launch Sept. 24, 2018, two established contact centers revolutionized Navy pay and personnel services delivery by providing Sailors a tiered system, available 24 hours a day, seven days a week, to handle their queries and transaction requests.
“Our entire customer service base can provide exceptional service delivery because we truly work as a team,” said Senior Chief Personnel Specialist Denetria Walker, the MNCC Operations Center senior enlisted leader. “We create realistic solutions and use every available resource. We go the extra mile delivering an effective solution. At the end of the day, we take pride in our job and just want happy customers.”
MNCC’s tiered structure allows a streamlined and prioritized experience accurately addressing Sailor requests. The contact center’s more than 1,500 calls per day are typically resolved within the first 48 hours with 91% being resolved in 72 hours.
“The advantage of having a tiered service is that it allows for direct and expeditious contact with all Subject Matter Experts (SMEs),” said Walker. “Essentially, we are creating a faster solution by prioritizing the difficulty of the service request and handling it at the most effective and efficient level.”
Tier 0 consists of self-service online resources. A Sailor’s first tier resource is MyNavy Portal (MNP). Sailors can complete various self-service actions or initiate requests regarding advancement, education, ePARS, leave, PCS, assignments, and more through a computer or mobile device. MNP also offers a chat function allowing Sailors to communicate directly with MNCC.
MNCC’s Tier 1 is comprised of the MNCC Contact Center, where more than 200 customer service agents are available to assist with HR issues via phone, email, or chat. While they provide many resources, Sailors are reminded that their Chain of Command and Command Pay and Personnel Administrator (CPPA) should be their first resource when handling pay-related discrepancies. The issues that cannot be resolved at Tier 1 will be escalated to SMEs, which make up MNCC’s Tier 2.
“Our mission is the Sailors and their families,” said Walker. “When our phones ring, real people are calling about something that is important to not only their family but their careers. We get them the needed resources and make sure we see it through final resolution. With every service request, our team does their best to create an expeditious solution. We take pride in the calls and Sailors that come to us.”
MNCC’s mission to provide exceptional HR services to Sailors and their families continues to adapt and evolve. Through Sailor feedback, MNCC constantly strives to provide more resources and accurate resolutions.
Contact MNCC by calling 833-330-MNCC (6622) or via email at AskMNCC@navy.mil. Online self-service options are available on MyNavy Portal (http://www.my.navy.mil).
| Date Taken: | 04.09.2021 |
| Date Posted: | 04.09.2021 16:15 |
| Story ID: | 393488 |
| Location: | MILLINGTON, TN, US |
| Web Views: | 652 |
| Downloads: | 0 |
This work, My Navy Career Center Completes 1 Million Service Requests, by PO2 Chad Swysgood, identified by DVIDS, must comply with the restrictions shown on https://www.dvidshub.net/about/copyright.
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