Take Ten with Team HPNE: Meet Stacey Boyd
Learn how Client Services Manager Stacey Boyd helps to maintain #TeamHPNE’s best-in-class customer service experience, as well as how her previous experience has helped her gain skills that make her more effective in her current
One of the ways we believe that HPNE provides a superior single-use assembly and bioprocessing solution service is our high-quality customer service. What do you believe makes the HPNE client services team stand out?
Customer experience is based on the overall interaction a customer has with an organization. The HPNE Client Services team is dedicated to fostering a positive experience through diligent follow-through and advocating on behalf of our customers’ throughout the entire journey of every order placed, from proposal generation to delivery of product. We work on behalf of the customer with various departments within the company to ensure a positive outcome.
What is your favorite part about interacting with HPNE customer?
My favorite part of interacting with our customers is working to understand their challenges and find effective, and sometimes creative, ways of solving their problems. It’s sometimes disappointing not to have the ideal solution because of supply chain or logistics constraints, but when the customer recognizes that you have done everything possible to meet their needs, whatever the outcome, that is very rewarding. Having genuine and honest interactions with customers is very important and something I take to heart.
You are a certified life and health coach, and were a Personal Trainer for many years. How do you believe the skills you gained while obtaining that certification have made you more effective in your current role?
To be honest, I’ve been on hiatus for various reasons over the last few years. One of the reasons I was interested in a role with a company like HPNE, is recognizing how important it is to get back to taking better care of my health (mental and physical).
The knowledge I have gained from these certifications helps me navigate through stressful times and develop new routines that support better work-life balance and overall quality of life. Better health leads to more energy, less stress and a positive attitude. All these things are very important in being effective in this role.
In addition to being a Personal Trainer, you held multiple positions at various companies before starting your current role. Could you tell us a little bit about your career leading up to this point?
All of my roles have been customer-facing roles. Some have been more sales related than others. Funny story about one of my first positions as a “Customer Relations” representative; it wasn’t until I interviewed and was offered the job that I realized it was a sales role. I was petrified. Me, sales? I never considered myself a salesperson and took more of a consultative approach. I was successful in that role for 14 years and went on to become the manager of the department.
I have countless fond memories of customers who I have helped out of tough situations (quality audits, budget constraints, failed equipment and tight deadlines, etc.). Eventually I transitioned into leadership roles in Customer Relations, Customer Service and now Client Services. I enjoy leading teams through the problem-solving process; motivating them to accept and conquer the challenging part of this type of role; and supporting their own personal growth initiatives.
What does a typical day as Client Services Manager look like?
Much of the day is spent responding to various types of inquiries about orders. Those inquiries come in the form of routine scheduled customer calls and emails. I started with the company just over a year ago so I spend some of my day working on process improvement goals. Interacting with other departments is crucial to getting the job done to the customer’s expectations. I spent a lot of time collaborating with the awesome teams that make this company great!
As the Client Services Manager, it is critical for you to have strong interpersonal skills like written and verbal communication. What are some of your favorite communication strategies?
Not to sound cliché, but I believe one of the most important communication strategies is active listening. Additionally, it’s important to understand the audience and write and speak as clearly as possible. I also think every message should be thorough (answer every question in detailed accuracy, not just part of the question) or actionable (be clear on what is needed and why).
After being part of #TeamHPNE for a little over a year, how would you describe the culture here? What has stood out the most to you?
When I think of HPNE culture, I think of this quote, “Coming together is a beginning, staying together is progress, and working together is success". ~Henry Ford
The employees at HPNE are innovative, understanding and welcoming, customer focused and success driven.
What is something you are most passionate about outside of work?
This is an evolving thing for me right now. I guess the short answer is helping people (and myself) discover how to be the best version of themselves. And for various people that means different things.
Is there anything you are looking forward to for the upcoming holiday season, like a favorite tradition or dish?
My favorite long-running tradition is hunting for the perfect Christmas tree (this year I will be decorating with my grandson!). A previous tradition I am bringing back is making pizzelles (Italian cookies), like I used to do with my Grams. A new tradition I will be embarking on is finding the true meaning of Christmas.
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About HPNE
As the industry needs grow, High Purity New England, Inc. continues to supply the biopharmaceutical industry with a range of innovative products, from drug discovery and development to fill-finish, including their flagship product, custom single-use assemblies, as well as pumps, sensors, bioreactor systems, storage and handling solutions and other single-use solutions. Along with their own manufactured products for the global market, they are also a distributor for more than 18 brands in North America.
