Team Lead, Photo Support Services
About Roger Markley
Growing, fast-paced, customer-focused
Velocity does a great job adjusting and adapting to better serve its customers. With ever-expanding services and offerings, Velocity is always holding some form of training to help its employees meet the needs of the customer. In the last year, while adjusting to COVID-19, we have also learned that working from home can be done successfully. It has opened up a whole new pool of potential work-from-home employees that are not limited to the local area.
My professional journey with Velocity started out simply by just needing a job. I soon found that I liked the fast-paced work environment of a customer support agent.
After four years in customer service, I was promoted to team lead and tasked with watching over the call center floor. I enjoy assisting other customer support agents and helping them find the answers they need.
Fortunately, this has turned into a career that I was not expecting. As Velocity offers ever-expanding opportunities for growth, I am optimistic about the unlimited possibilities within the company.
My typical day starts in the morning, checking in with the agents working remotely and address any issues or concerns. I then spend most of my day answering questions from agents or directing them to resources for issues they encounter. During downtimes, I work on training presentations, performance data entry, tackling agent performance and keeping the floor running to service our customers. Each day, there is always something new that needs attention and keeps me jumping. There is rarely a slow day.
The biggest surprises I encountered as a new employee were how big Velocity is, how many companies we work with, and all of the services we offer. As I grow with the company, I am constantly amazed by our many strengths and how it fuels our strategic growth.
I love coming in each day to help set up the customer support agents. I enjoy providing them with a friendly start to the day and helping them achieve a successful shift. It is my hope that my morning messages and check-ins help to raise the focus on our call numbers, motivate the agents and allow everyone to strive for excellent service. I think this team spirit is part of the reason Velocity has been so successful — and continues to grow at such a fast pace.