Sasha Arana, Customer Service Representative, Contact Center Shared Services (CCSS)

“It’s all about empathy, education, and patience.”

A few months after she moved to Astoria, Queens, from her native Puerto Rico, Sasha got a temporary administrative job at VNSNY’s Nassau office—a three-hour commute (each way!) via public transportation. When she was offered a temporary customer service job in much-closer Manhattan a couple of months later, she took it. (Her enthusiastic interviewer marveled that, despite Sasha’s daunting commute to the Nassau office, she hadn’t been late once.) The Manhattan position evolved into a permanent one, and it didn’t take long for Sasha to gain notice for her ability to handle difficult, complex, and escalated calls, which has since become her specialty.

“When I receive an escalated call, I understand that it’s because there’s somebody who really needs something. No matter how simple or complicated the situation, I’m always available to assist them with the best attitude,” she says. “As an agent, I come across challenging situations that seem confusing or impossible at first, but it’s always so rewarding to get to the bottom of the issue and to resolve it by mitigating consumer dissatisfaction. Most of these consumers are in a vulnerable state—confused, stressed, or angry. I take the time to listen to their concerns and act. This not only makes them feel appreciated and validated, but it also eliminates their anxiety.”

Sasha’s turning point came early in her customer service career. “I received a call from an old lady—it was a routine, simple call, nothing complicated—and I just took the time to walk her through the process of obtaining our services. And then I received a letter that she’d sent to VNSNY thanking me, and I realized that for her to have taken the time to write, I must have really made a difference to her,” she says. “It occurred to me that if a simple orientation call like that could have such an impact, imagine how vital customer service can be for a patient in crisis—or a scared family member. It’s all about empathy, education, and patience. I’ve put myself in my callers’ position ever since.”