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Defense Finance and Accounting Service Indianapolis Customer Service Representative Ray Chappell was humbled and surprised when he learned he is the 2020 CSR of the Year.
Chappell received honors as the CSR of the Quarter for the 1st quarter back in May 2020 and was not expecting the repeat honors as the CSR of the year. "I did not expect to be selected as CSR of the Year," said Chappell.
For Chappell, it is just one more event in a long work history that started with a full career in the Army.
Following his Army career, Chappell owned an insurance agency for 25 years, then set up and managed an insurance call center for a large Midwest company. He began working in the Customer Care Center in December 2018 because "I wanted to stay busy after having retired three times," said Chappell, "I want to stay sharp and do something that helps service members not have to worry about money."
For the year, Chappell excelled at his position in the Military Pay Customer Care Center, scoring perfect in all metrics for a CSR. He achieved an average Quality Evaluation Score of 100 percent for the year, best of all his peers, and easily exceeded the performance standard goal of 95 percent. In addition, he accurately recorded 100 percent of call inquiries in the Case Management System, exceeding the 95 percent standard metric.
He took over 8,422 Air Force and Army Military Pay, Air Force and Army W2, myPay, Disbursing EFT, and elevated calls and personally worked and resolved 764 askDFAS requests.
His hard work and dedication led to his selection as a lead CSR in July 2020.
"I get up in the morning and look forward to going to work, "Chappell said in his quarterly interview. "Some days, it is like being a detective to find the issue and an answer to the problem. Many times, the service member does not know what he or she needs but does know something is not right with their pay. We detect the problem and explain solutions."
The attitude he brings to the job translates over to his customers, as evidenced by some customer feedback.
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"I had a pay inquiry question. I recently separated and retired from the Army. I received this big payment that I wasn't expecting. Ray, he was very helpful and knowledgeable about getting this matter resolved and confirmed to me that this is actually my money and that was not going to be retracted back. So my problem was solved very quickly and efficiently; he did a great job."
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"I spoke to a gentleman named Ray. He was very professional and I had quite a few questions; I am not familiar with the whole setup of my pay and the allotments, and Ray was absolutely helpful. Nothing but good things to say about him." "I was inquiring about a retention bonus. I'm a health care provider in the Army Reserves. I had spoken with the gentleman; his name is Ray. Very helpful and very informative and was patient with my questions."
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"I would like to say that Ray was the most helpful person I've ever talked to. So knowledgeable, kind, and patient. We appreciated his help in filling out the SDC determination for our child; he did a great job. Thank you"
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Chappell enjoys working as a CSR and especially helping train new CSRs. "I really enjoy training others as a lead," said Chappell, "and I would hope I could be a trainer in the future."
Chappell's experience has also supported other efforts in the Care Centers. His suggestion to utilize new hires after training to take calls for Military Pay tier 1 to get experience and, if they do not have all their system access, to help with W2s to transfer calls to tier 2 led to reduced call waiting time for customers. It also "enabled the new CSRs more experience on how to handle and log calls and assisting the customers in directing them to a more experienced customer service representative."
Chappell also provides support by assisting when needed during critical high volume call time and "is always eager to assist and help CSRs and management in any way."
DFAS selects a CSR each quarter for recognition. At the end of the calendar year, the four selected CSRs compete for the DFAS CRS of the Year award.
The additional three CSR of the Quarters who were up for this year's award included:
Gwendolyn Amos
Robin Miles
Karena Sykes
| Date Taken: | 03.02.2021 |
| Date Posted: | 12.28.2021 15:35 |
| Story ID: | 411993 |
| Location: | INDIANAPOLIS, INDIANA, US |
| Web Views: | 19 |
| Downloads: | 0 |
This work, Chappell named CSR of the Year, by Steven Lawson, identified by DVIDS, must comply with the restrictions shown on https://www.dvidshub.net/about/copyright.
