Nexstar’s Contact Center Management Meetups are an opportunity for your customer service representatives to meet with their peers and customer experience coaches and solve problems they may be facing on the job. As we wrap up Q4 2024, we’re highlighting two amazing members who led meetups throughout the year!
We sat down with Mark Daniels of Bonfe’s Plumbing, Heating, & Air Service, Inc. and Sylvia Espinosa of Caccia Plumbing, Inc. to ask them a few questions about themselves and their careers.
Mark Daniels, Assistant Director of Customer Service
Bonf Plumbing, Heating and Air Conditioning Services Company
Saint Paul, Minnesota
Q: Hi Mark! Can you describe your experience leading MeetUp in one word?
A: “Exciting!” I really enjoyed running my MeetUp and getting to see a little bit of the “inside details” of how the whole process worked. Everyone involved was incredibly friendly and supportive, letting me know that I wasn’t alone throughout the whole process. They encouraged me throughout. I loved seeing the responses that came out of the discussion topics I developed, because these were topics that I was really interested in and was looking for support on for myself and my team. Having personalized support for these questions from my peers was extremely valuable to me.
Q: How has participating in monthly MeetUp sessions helped you advance your professional development?
A: It has allowed me to see and learn the challenges that other businesses and managers in my field face, and how to overcome those challenges. It’s amazing how many of us face the same issues, no matter what profession or area we serve. Knowing what works and what doesn’t for others in the industry has really helped me fine-tune my approach and performance.
Q: How would you spend $1 million?
A: I will pay off my debts and those of my immediate family, so that we can be free from this burden. I will invest the rest to make more money. I also want to buy myself a 1968 Mustang Boss 429. I need to enjoy it a little!
Silvia Espinosa, Customer Experience Manager
Kashia Plumbing Company
San Mateo, California
Q: Hi, Sylvia! How would you describe your personal superpower as the Customer Experience Manager at Caccia Plumbing?
A: I am very observant and I think this serves my role very well in situations where I need to be in many places at once.
Q: If someone reading this is interested in joining MeetUp, but is still a little hesitant, what would you say to them?
A: The best time to join is now. Learn about new roles and practices.
Expectations are something we should not question or leave for later.
Q: If you could choose one song to play every time you entered a room, what would it be and why?
A: Run this Town by Jay-Z, Kanye West and Rihanna. The reason I chose this song is because lyrically it’s about running a town and working together to stay above the competition – great for building momentum!
If you are interested in joining our Call Center Manager or Inside Sales meetings, please contact our Customer Experience Coaches at (email protected).
For more information about MeetUps and Nexteams, visit their pages here.
