Jayme Poole has been at Red Wing Software since June, 2014 as a member of the support team. I talked to Jayme to see how she likes being a part of Red Wing Software so far, and to learn a little more about her.
What do you like most about working at Red Wing Software?
I love the fact that it is my job to help customers get their problem solved. To know that when I am done with a call, I have just helped someone find an answer to their problem.
What do you like to do outside of work?
In my spare time, my favorite thing to do is spend time with my family and friends! I have two kids, a son named Jackson who is nine, and a daughter Jaydea who is seven. Also, my boyfriend Brian has a son Collin who is twelve. They keep us very busy! When we are able to get out, we like to go to friends’ houses and socialize. I also coach volleyball for youth girls when time allows, unfortunately this year I had to take off due to a busy home life. I am looking forward to getting back to it next year!
Red Wing Software will implement the requirements for reporting applicable to employer-sponsored coverage for the Affordable Care Act (ACA) in the first half of 2015. CenterPoint Payroll will allow you to track all the information you need to complete the 1095-C and 1094-C forms for your organization, as well as the reporting requirements for the employee W-2 form.
It’s no secret that I’m not a big fan of cold weather, so I’m sure it will surprise many people to know that I love January. No, not because I like to spend as little time as possible outside, and not because I like to drive around in a car that always needs to be washed. It’s because I get to witness the best software team on the planet shine.
I don’t like to brag about our team (that’s a lie, I do it all the time), but if you ever get a chance to visit our office, you too can see a group of people that truly enjoy working hard at answering customers’ questions. When I wander into our support area, the entire team is quietly focused on dealing with the issue at hand, call after call. It’s kind of like watching ducks on a still pond. As they gracefully and effortlessly move across the water, you just know they are paddling like crazy under the surface. To use another duck analogy, our entire team is always flying in formation. A call might originate at the front desk and may not need to go any farther. If others need to be involved, one team member may take the initial lead on a problem, and then pass it on to another for additional research or analysis, and then it may move through the Quality Assurance department, and on to our programming staff as they help take some load off the front-line support team, and so on. Rarely do I hear any of our team members quack. That’s probably because we also have the best customers on the planet.
A few years ago, we set a goal to answer at least 80% of our support calls as they come in, as opposed to having to call a customer back. We review that metric weekly, and for the past few years, it is rare that we attain lower than 89%. This January our call volume was up more than 10% over last year. We were still able to maintain our high standards, and rarely did any customer have to wait a long time on hold.
As you walk into our Red Wing office, you’ll see our vision painted on the wall under the Red Wing Software logo. It reads, “Creating the Best Management Software Experience”. Our entire organization makes every attempt to live up to that vision.
- Ken Hilton, President