LegalShield Wins Bronze Stevie Award in 2023 Stevie Awards for Sales & Customer Service

LegalShield has been presented with a Bronze Stevie® Award in the Contact Center Professional of the Year category in the 17th annual Stevie Awards for Sales & Customer Service. 

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards^® and International Business Awards®. 

Winners were announced during a gala event attended by more than 400 professionals from around the world at Caesars Palace in Las Vegas, Nevada on Friday, March 3.

The Bronze Stevie® Winner for Contact Center Professional of the Year was awarded to Amanda Mihalik, workforce manager of data and reporting in Customer Care at LegalShield.

Since joining the organization in 2019, Mihalik has made significant contributions in resource management, tracking, and reporting within Customer Care. Mihalik’s deep knowledge and understanding of LegalShield’s workforce performance and management software platforms has enabled her to be a well-rounded subject matter expert on all call center metrics and real-time management. Her efforts have resulted in significant improvement in service level, handle time and quality metrics since 2020.

Mihalik’s efforts extend beyond tracking and reporting metrics. While the organization was challenged by the complexities of managing a hybrid work environment during the pandemic, Mihalik’s insight into scheduling and forecasting helped improve all service level and speed of answer metrics. With a real-time reporting system she developed, her team was able to significantly improve overall performance metrics.

Additionally, Mihalik introduced new metrics designed to assist in decision-making using complex analytics. Her skills in recognizing trends and patterns have also helped the organization develop forecasting models that have improved accuracy by more than 15%.

“Amanda is one of those rare individuals who can connect the operational intricacies of our customer care function to meaningful improvements for our members and associates,” said Stephanie Harrington, LegalShield VP of Customer Care. “Her impact over the past three years has been tremendous, and she’s just getting started.”

About LegalShield

LegalShield is one of North America’s leading providers of legal services, offering individuals, families and businesses of all sizes access to professional legal counsel for a low monthly fee. In addition, the company’s IDShield brand provides identity protection services to individuals and families. LegalShield and IDShield have more than 4.8 million members across North America. LegalShield is headquartered in Ada, Oklahoma. For more information, visit LegalShield.com or StevieAwards.com/Sales. To learn more about becoming a LegalShield provider lawyer, visit StevieAwards.com.