Veri-Tax is excited to continue with our ‘Delivering Customer Happiness’ Monthly Spotlight featuring our Irvine Office Manager, Felicitas Roman!
Felicitas Roman
Office Manager (Irvine team)
Most of you know I started out as an Order Processor working in 4506 and transitioned to Office Manager a few years ago. Although I don’t have direct contact with our customers to ‘Deliver Customer Happiness,’ I view our team and all our employees as my ‘customers’ and try to deliver ‘Employee Happiness.’ On a daily basis, I help our team with different requests and projects and try to provide the best customer service for them. I believe that if I can help make our employees happy then they will hopefully extend that feeling to provide excellent customer service to our clients.
Delivering employee happiness for me is exhibiting one of our core values, which is ‘Wear any Hat.’ I help support our team in many ways across our organization and one of my main responsibilities is handling the deployment of equipment for remote work. During this pandemic we all had to adjust to a new ‘normal’ and when employees needed to work from home, it gave me the opportunity to learn the process for provisioning equipment. I learned what equipment our team needed to have, I created user guides to help our team set up their equipment at home and made sure they had everything they needed to perform their job to the best of their ability working remotely so they can deliver on our customer happiness promise.
Another example of how I try to deliver on employee happiness is with another core value, ‘LOL Everyday.’ I offer our CEO, Nick Lim, free daily Spanish lessons. Every morning when he comes into the office he says ‘Buenos Dias’ to me and I noticed he started using the Duolingo app to converse with me. So I started having short conversations in Spanish with him and even give him POP QUIZES on Fridays. He tries to hide from me on Fridays now because of that… LOL.
In the end I have learned that I can deliver Customer Happiness through Employee Happiness!