Eileen Zapien started with Avid in August of 2015. Jeff Van Orsdal, our chief engineer, is her brother-in-law. He let her know that we were looking for technical customer service representatives at the time. With her previous experience in programming at DST and the opportunity for her to work with family, she was a perfect fit.
When asked what her favorite things were about her job, she mentioned that she loves helping our clients and has learned a lot in the last two years. Things like networking, using a Mac, programming VoIP phones and automated attendants, how to document technical issues and their resolutions and so much more.
Eileen was recently promoted to Lead Customer Service Representative.
Her team is responsible for making customers happy by fixing any issues that they have. They train new customers when they come on board so that they understand how to use their VoIP phones and make better use of their upgraded technology.
Avid has “one touch service” that is powered by a button on every phone in their network. If there is a problem, all a client has to do is press the Avid button on their phone to get connected to Eileen’s team.
On the personal side…
Eileen is the mother of three boys, so there are a lot of video games like Super Mario 9 being played at their house in the evenings. She’s also no slouch when it comes to gardening. Some of her favorite things to grow include tomatoes, sweet peas, jalapenos, pumpkins and more.
Eileen’s son has autism. She’s a member of the Autism Society of the Heartland (ASH). There are moments in life with special needs where you can decide to cry or laugh. With a goal of the response being laughter, her son’s speech therapist decided to put together a comedy show to benefit Camp Encourage. There were ten parents of kids with autism that were part of the show. The show is called “An Evening with the Rents” and is now an annual event that is often sold out.
[bctt tweet=”QoS stands for Quality of Service. As far as Avid’s concerned, Eileen is our Queen of Service.” username=”avidphone”]