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WINTER 2024 | ISSUE 06
SPOTLIGHT
TEAM SPOTLIGHT
In This Together THE POWER OF CONNECTION IS STRONG AMONG THE MANY PROFESSIONALS WHO STRIVE DAILY TO DO THEIR BEST FOR OUR CUSTOMERS, FOR EACH OTHER, AND FOR THE COMPANY. An energetic thrum of simultaneous conversations and constant activity is in the air on the second floor of the Eden Prairie campus. That’s where Cambria’s Customer Care team fields phone calls from across the country, from across the company, and from people along every touchpoint of Cambria’s sales and service process. The team is trained and frequently BY ANGELA JOHNSON
coached on best practices for opening and closing every call, active listening, using a caller’s first name whenever possible, and understanding the reason behind every call in order to provide the highest caliber of customer service. Maybe you’ve called CCC with a question and wondered, “who are these people?” So, allow us to introduce you to your CCC team.
THE GOLDEN PHONE TROPHY values bold declarations of measurable success, like the three-foot trophy dubbed the “golden phone award” that Senior Services Manager Chris Donaldson gives out each month. The criteria for earning the golden phone can change but the “rules” associated with winning do not—winners must display the trophy prominently on their desk so anyone who walks through CCC’s open space can see it and each winner must add some accoutrement to the trophy. The creative additions can be glued, stapled, or hung on it. The point is for the award to “grow,” to gain motion, to jingle and draw attention when carried to meetings, to enlarge in character and become increasingly (and hilariously) special to the team. But make no mistake, the golden phone is no joke. It’s also not a participation trophy. It must be earned. And if months go by and someone hasn’t taken a turn with the golden phone on their desk, they will need to step up their game to compete with this amazing Customer Care team. ✦ CAMBRIA’S CCC TEAM
I love my team and working with different personalities and just helping to develop them to be the best they can be. I’m their number one advocate and I stand by that. I make sure they’re getting the resources they need to be the best and I want them to move forward with Cambria if they want to.” — SARAH HUGHES
CHRIS DONALDSON
SARAH HUGHES
KENDRA CARBERT
CASS BUCHER
COLE CHRISTENSON
SENIOR SERVICES MANAGER TIME AT CAMBRIA: 8 years
SUPERVISOR TIME AT CAMBRIA: 5 years
TEAM LEAD TRAINING TIME AT CAMBRIA: 2 years, 3 months
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 10 months
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 1 year, 1 month
“ Most energetic”
“Most infectious laugh”
“Most likely to survive the Hunger Games”
“Queen of memes”
“Most likely to be on the next Hockey Hair Hall of Fame video”
QUINN JOHNSON
KENT HEITKAMP
EMILY PORTER
ZACH SCHULER
ANDREW BOTHUN
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 6 months
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 3 years, 2 months
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 2 years, 2 months
TEAM LEAD OPERATIONS TIME AT CAMBRIA: 1 year, 8 months
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 11 months
“Most likely to know all the song lyrics”
“Most likely to be retired in 2023”
“Best facial expressions”
“Most likely to be president”
“Biggest animal lover”
DAMON RADEMACHER
CARLOS PERALTA
DERIC SCHOENER
BRADY BENNETT
MATT SCHULTZ
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 1 year, 5 months
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 1 year, 3 months
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 4 months
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 1 year, 7 months
CUSTOMER CARE REPRESENTATIVE TIME AT CAMBRIA: 1 year, 3 months
“Best dressed”
“Class clown”
“Most likely to start and star in a Cambria musical group”
“Life of the party”
“Best cook”
PHOTOS BY KAYLYNN FULLER
MEET YOUR CUSTOMER CARE TEAM
