Jonathan Peloquin, Service Center Leader

As a site lead in Tempe, Arizona, I’m charged with making sure the day-to-day operations of our service center go smoothly and helping our teams overcome any challenges they face, along with helping to shape and communicate our best practices and protocols. I really believe in the value of continuous, proactive training so representatives are equipped to problem solve and find solutions to any situation that arises.  

Through various positions I’ve held at WTW, I’ve been able to affect the caller experience by providing (either directly to the caller or through coaching and training our representatives) the best customer service experience possible. When I joined the team at WTW back in 2012, I was pleased to see that we truly are a service center that acts as an extension of our clients. There’s a difference between a call center and a service center; it’s right there in the name. At WTW, we have service centers. When a participant calls, we take the time needed to answer their questions. It’s not about the numbers of calls we take; it’s about taking care of our participants. Our team is there to help all our callers understand their situation fully and to make sure we resolve the issue they are calling about.