TPx is committed to the success of our customers. We help businesses of all sizes navigate a complex and ever-evolving technology landscape, but we would not be able to do it without our dedicated and passionate employees. In our employee spotlight blog series, we like to highlight employees and the work they do to support our mission.
This month, we would like to highlight Stephanie Zepeda, who is an integral part of our Customer Care team and has been with the organization for over 16 years. Read on to learn more about Stephanie and the work she does day in and day out at TPx.
What does your role entail at TPx?
I manage the Customer Care call center agents. The team handles all our internal and external tickets. Our goal is to resolve issues quickly and efficiently to drive customer satisfaction. To make this happen, I provide scorecards each month so the team is aware of how they are meeting or exceeding our department goals, and I coach and work alongside my team so they can be successful in their job duties. The work we do directly impacts the experience our customers have with TPx, and we continue to evaluate our efforts to deliver the outcomes our customers expect.
How does the work you do impact our mission of being the easiest MSP to do business with?
My job is to assist the team but more importantly our customers. Our customers are our number one focus. When customers have issues, I ensure they are addressed quickly and if resolution of the issue requires assistance from other departments, I’ll work cross-functionally until it is resolved, making sure the customer is not lost and that we address their needs fully.
What do you enjoy about working at TPx?
I enjoy my team. We have been together for many years, so we have become a family. We encourage each other to do better and celebrate achievements across the team. I’m thankful that the work we do is recognized beyond just our team as we regularly receive acknowledgment and support from other TPx departments.
Which accomplishments at TPx are you most proud of?
I’m proud I’ve been with the same company for 16 years and longer than that when you count my time working at Pac-West before they were acquired by TPx. I was with Pac-West for seven years but left to stay home with my children for two years. TPx has so many tenured employees who have been with the organization for more than a decade. I loved the anniversary awards, I felt it was a time where we were shown our value as a TPx employee. 5-year award, 10-year award with a dinner was a nice way to show appreciation for us. I’m proud to be a TPx employee for 16 years and am appreciative of the recognitions I’ve received over the years.
What has made the biggest impact on your professional life?
My Manager, Maria Villanueva Acosta, has made a tremendous impact on my career. I worked with her at Pac-West for seven years. When TPx acquired Pac-West, I chose to be a stay-at-home mom but kept in touch with Maria. When I was ready to work again, I got in touch with Maria, who had a position available in the call center as a level I, on the phones. I jumped at the opportunity. Through her leadership and encouragement, I moved up in levels. When a supervisor position was available, I interviewed and got the position. The role was still under her management, and I learned so much from her about leading a team, working on processes, and always going to bat for our team. Everything I learned about management came from her.
What does diversity, equity, and inclusion mean to you and why is it important?
It means to me that every human being should have access to the same opportunities as the next person. Each person has valuable experiences and history to share, we can learn from everyone, and this is so important.
What’s the one topic you never get tired of learning about?
Health, as I’ve gotten older, I’ve learned more about what it takes to live a healthy lifestyle which is vital. I just wish I cared more about it when I was younger.
What are you most passionate about outside of work?
My family, I’m blessed that most of my family lives in the same town, so we are able to spend a lot of time together. My kids, mom, sisters, nieces, and nephews mean the world to me. Last month, my daughter got married and it was a wonderful day spend with those closest to us.
What does your perfect weekend look like?
Taking time away and going to the beach. For the last 12 years, my family takes a beach week trip in July, and it’s what I look forward to every year. It centers me, clears my mind and its something I’ve always done since I was a child.
Interested in being part of the team at TPx? Visit our Careers Page to learn more about our open positions.