Kyle Ledford wins Q4 2018 Sono Award

Streamlining the governance of performance guarantees and exceptions wins praise from internal customers

Performance guarantees (PGs) ensure that all obligations of a client contract are met. At EyeMed, common PGs are member ID card distribution timeliness, claim processing times and accuracy, plus call center deliverables like average speed of answer (ASA) and call abandonment rates. If the agreed upon obligations aren’t met, the insurance company may have to pay fees associated with losses incurred.

EyeMed is proud to recognize employees who personify the Luxottica characteristics by awarding them with the Sono award. Once per quarter, employees nominate peers who embody our characteristics. The winner, announced at the quarterly All EyeMed meeting, receives a $200 gift card and is highlighted in The Word. The nominator of the winning recipient receives a $50 gift card.

Kyle Ledford, sr. business systems analyst, is the Q4 2018 winner of the Sono award. His unmatched Salesforce expertise led him to develop a simple and fast process for the sales and account management (SAM) teams to better track client performance guarantees (PGs) and exceptions—all in a user-friendly format. In fact, the process to approve and document exception requests is much more efficient. Now, leadership approval is easier. Also, they are documented and tracked in Salesforce, helping our organization stay on top of what clients value most in their vision benefit.

Nominator Megan Smith, sales operations, affirmed, “Kyle was always available for questions about the new tool so the SAM organization could quickly address any concerns from prospective and current clients.”

Congrats, Kyle!

Interested in nominating someone for the Q1 2019 Sono award? Complete the nomination form here by March 31.

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