Kevin O’Neill has just returned from a fun-packed, all-expenses paid, weekend in London where he joined other Vodafone Heroes from operating companies around the globe to celebrate this achievement.
Global Heroes was launched by Vodafone Group to recognise and celebrate high-performers and role models of The Vodafone Way. On a quarterly basis, Vodafone Group and its operating companies nominate top individuals or teams who consistently reach high performing levels and are role models for their peers. The top 28 Global Heroes for the year are then chosen.
The Heroes’ stories are diverse and range from innovative network solutions to simplifying internal processes to improving customer experience. Vodafone Malta said that Kevin O’Neill found new and better ways to support Vodafone’s customers through the development of a new email support model. Kevin took the initiative to suggest something very different from the usual e-mail support business model.
“Kevin proposed a radically new way of managing the customer services email channel with a ‘work from home’ model,” said Martin Gregory, Head of HR at Vodafone Malta. “This enabled him to reply and manage emails in real time in a way that Vodafone could offer a dedicated email support service. Previously the response time could sometimes be as long as 3 days. Kevin now provides support over public holidays, weekends and every other day until midnight. The average response time is now 15 minutes. 85% of cases are resolved within this time and the remaining 15% are generally resolved on the same day. Needless to say, customer feedback has been outstanding. Kevin treats the service as if it is his own personal business, replying to customers in real time.”
“The London experience was the closest I will ever get to being treated like a VIP,” said Kevin. “From the moment we landed my spouse and I were treated like royalty. The hotel was located in London’s hip Covent Garden which was bustling with activity. Every day we did something exciting. We visited the McLaren Technology Centre in Woking and Vodafone’s HQ in Paddington. We dined on the Thames, had tea at Fortnum & Mason and had VIP tickets to Mamma Mia. We also had sumptuous dinners in some of London’s finest restaurants every evening.”
“Group Chairman Vittorio Colao congratulated me and thanked me personally,” continued Kevin. “Although I was extremely honored to be acknowledged in such a way, I feel that this acknowledgment needs to be shared with my colleagues and superiors who are all part of this success. “Vittorio Colao communicated his aspiration that Vodafone Heroes inspire the next team of heroes, by motivating them. I can frankly say that seeing your portrait on a Wall of Fame at Vodafone HQ leaves you both proud and humbled.”
Photo Caption: From L to R: Vodafone Group’s CEO Vittorio Colao, Kevin O’Neill from Vodafone Malta and Ronald Schellekens Vodafone Group’s HR Director.