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Pugh Named Director of Customer Service at Averitt Takes on expanded role with transportation provider's National Call Center
In that role, Pugh will oversee the training and continual improvement of customer service associates at Averitt’s National Call Center, located at the Averitt campus on Neal Street in Cookeville. “Elaine has been instrumental in the design, development and success of our National Call Center since we centralized operations in 1995,” said Woody Davis, Averitt’s vice president of customer service. “Along the way, she has continued to stand by Averitt’s philosophy of developing our people. Over the years, she has been an active part of developing systems and training strategies that have resulted in more than 250 Call Center associates being promoted into other areas of our team. She is the perfect fit for this position.” Pugh is a member of Averitt’s “Over 20 Team,” a group of associates that have been with the company for 20 or more years. There are currently more than 575 active Averitt associates on the “Over 20 Team.” An Upper Cumberland native, Pugh began her career at Averitt in 1989, working part-time at Averitt’s Nashville location before moving back to Cookeville. She worked in several departments, including claims and payroll, before settling into customer service. Prior to the centralization of Averitt’s Call Center, the company’s customer service training was inconsistent from location to location. Pugh took the initiative to develop a standardized training program and continues to fine-tune and improve the training today. “Centralizing our Call Center was a huge undertaking, and it kept opening opportunities for me to contribute to our success,” said Pugh. “Our leadership team is very supportive in raising up associates and finding perfect fits for everyone, because all of us play an important part in our team’s future.” About Averitt Express |
COOKEVILLE, Tenn. (May 16, 2011) – In the transportation industry, communicating with customers and making sure they are satisfied are critical components to delivering superior customer service. To further bolster its already strong reputation in the industry for customer service, Averitt Express has promoted Elaine Pugh to the position of director of customer service.
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