Colin Moroney Senior Manager of Support Operations at Achievers

Achievers' mission is to change the way the world works. Our Employee Success Platform is specifically designed to drive higher levels of employee engagement. It's built to align everyone with business objectives and company values, driven by recognizing shared victories every day. It's designed to make success a way of life.

Briefly describe the nominated individual: history and past performance (up to 1,250 characters):

Colin Moroney is a Senior Manager of Support Operations at Achievers. As a customer service manager for the global technical support team, he leads a team of 11 customer service professionals across Canada, Cyprus, Australia, and the Philippines. He is known for transforming customer service through the practical and scalable application of AI. With a strong background in operational leadership and technology enablement, Colin consistently identifies broken or inefficient support processes and redesigns them using automation and AI. Prior to July 2023, he established a track record of delivering reliable, high-quality technical support at scale while mentoring and developing globally distributed teams. His leadership spans strategy, execution, and people management, combining deep technical expertise with a people-first approach that improves both agent experience and customer outcomes.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 1, 2023, Colin Moroney has led a comprehensive AI transformation at Achievers for Support Teams and across all post-sale functions in Customer Operations. He implemented a fully integrated generative AI chatbot in 30+ languages, delivering 24/7 customer service and achieving a 70% self-service deflection rate. He introduced AI-generated call and case summarization, eliminating manual note-taking and enabling agents to focus on faster, higher-quality resolution. Through AI-driven Agent Assist, Colin improved agent effectiveness while reducing onboarding and training effort for global support teams.

Beyond using AI for automation, Colin designed and deployed custom AI agents that analyze customer service interactions to identify trends and generate actionable insights at scale. These insights are surfaced weekly to product, development, support, and executive leadership, enabling proactive issue resolution, improved product stability, and stronger customer outcomes. His AI frameworks are now used as reference models across other teams at Achievers and he consults as to how to bring AI into teams to Augment instead of replace talent. Through this AI-powered insight engine, Colin enables 24/7 intelligent service, sustains 91% first-contact resolution, and maintains escalation rates below 1%, while as a business we've experienced 30% member growth with 40% fewer staff.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Colin's achievements are unique because they demonstrate how a customer service manager can directly apply AI to improve frontline service delivery, team performance, and leadership decision-making at scale. Unlike typical AI implementations that focus on isolated automation, Colin built an integrated AI ecosystem that supports customers, empowers agents, and provides insight to leaders. His custom AI agents transform large volumes of technical support data into actionable intelligence that drives product improvements, reduces risk, and improves service quality. Compared to both industry peers and Achievers' pre-2023 performance, Colin's work enabled his customer service teams to scale during rapid growth while maintaining elite experience metrics and operating with significantly fewer resources. His approach sets a new benchmark for how customer service managers can lead AI-driven transformation with measurable, enterprise-wide impact.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Supporting materials include slides highlighting Colin's AI-driven impact across Customer Operations. Key content includes:

• AI Chatbot Results: Demonstrating $1.5M in realized savings since July 1, 2023 through self-service deflection and operational efficiency.
• AI-Implemented Efficiencies: Visuals of automated workflows, case summarization, next-best-action guidance, and triage tools that improved agent productivity and reduced resolution times.
• Insights Agents: Examples of custom AI agents generating actionable trends and insights, surfaced weekly to product, development, support, and executive leadership for proactive decision-making.
• Leadership & Knowledge Sharing: Highlighting Colin's "Manic MondAI" initiative, which informs and trains leadership on AI innovation and adoption.
• Internal Recognition: Quotes and endorsements from executives, peers, and direct reports illustrating his influence, collaboration, and team impact.

Together, these materials provide quantitative and qualitative evidence of Colin's strategic AI leadership, measurable business outcomes, and his ability to embed innovation across the organization.