Since 1996, Eurzila's "get-the-job-done" attitude has made major contributions to customer service operations for large organizations in government and the private sector. She manages people, priorities, and processes to motivate employees and optimize the use of company resources to meet customer needs.

Here's a representative sampling of her history of accomplishment:

Preparing a Customer Service Team for Change

The Challenge: The company's USPS client followed a recipe for chaos. The Call Center planned to implement two major changes simultaneously, introducing a new service offering and, at the same time, combining two agent functions into a single position. Eurzila's response:

Making Best Use of Resources

The Challenge: During a client's upgrade of PC hardware, the upgrade technicians sent hundreds of old PCs to various storage locations around the city. However, the asset management system showed no record of these warehoused PCs, each of which had to be processed for disposal. The technicians planned to go through the warehoused inventory box-by-box in order to identify and locate the boxes and then update the asset management system. Eurzila's response:

Addressing Customer Needs

The Challenge: Because customer communication materials were non-existent and customer service team training was inadequate, US-based customers were confused. They didn't understand how their packages were routed, they didn't know whom to contact for clarification, and they were clogging customer-support lines with question that support personnel couldn't answer. Eurzila's response: