Customer Service Week 2024: Ana Ochoa

For Customer Service Week, TMH would like to recognize the outstanding service that our team delivers every day to our valued clients. Today we're highlighting Ana Ochoa, Customer Service Representative II from the Specialty Property Division in Frisco.

What is your favorite part of your job?

My favorite part of my job is collaborating with my team to brainstorm solutions. I’ve enjoyed the creative process and find that diverse perspectives often lead to the best outcomes.?

How do you create positive customer experiences?

I create positive experiences by actively listening to customer needs and concerns ensuring I fully understand their expectations. Additionally, I strive to personalize interactions and follow up after resolutions to ensure satisfaction, which helps build lasting relationships.

What are the biggest challenges you face in the workplace?

One of the biggest challenges I’ve faced is managing competing priorities in a fast-paced environment. I learned to prioritize tasks effectively and communicate clearly with my team, which improved our overall efficiency.

What is your favorite part of working with your team at TMH?

My favorite part of working with my team is the collaborative spirit we share. I appreciate how we leverage each other’s strengths, support one another, and celebrate our successes together. It creates a positive environment where everyone feels valued and motivated.

As someone with client-facing experience, what can others at TMH learn from you?

With my client-facing experience, others can learn the importance of active listening and empathy. Building strong relationships is key, so I emphasize understanding client needs and providing tailored solutions. I also believe in maintaining open communications to foster trust and collaboration.