Susy fulfilled her dream of holding a Koala while in Australia!
| CAREERS BLOG
Susy Mesones
December 6, 2024
My name is Susy Mesones, Customer Service Director.
I’ve been at Tower Hill for 23 years after working as a Travel Agent for seven years or so. When buying plane tickets on the internet became easier and airlines started cutting commissions, I knew it was time to move on and look for something else. I started as a regular CSR and the rest is history.
Customer Service plays a crucial role during hurricane season. During this busy time, my main role is to coordinate with the rest of the management team and make sure we have proper coverage to service the call volume, we extend hours of operation, we review guidelines and procedures to make sure that the whole department is up to date with them. At times, we also coordinate with other departments if their assistance is needed.
“I enjoy working at Tower Hill because of the people I work with… we work together as a team, and we always come out successful.”
I have experienced several hurricane seasons, but I will always remember my first one. In 2004, we had 4 hurricanes. The first one was Charley and that one hit South Florida on a Friday afternoon. We left the office at our regular hours and many of us were back in the office around 10pm because the after-hours service could not handle the call volume. The hardest part of servicing these calls was hearing the homeowners’ distress and suffering as they reported damage to their properties. It’s important to be an empathetic and patient listener for them.
The most enjoyable experience during hurricane season is the food! We can always count on Tower Hill to feed us well. In fact, there was so much food in 2004 that many of us gained a few pounds.😉
I’ve always said that Tower Hill’s culture is very family oriented. Going back to 2004, with one of the storms passing through Gainesville, some of us lost power for a few days and Mr. Shively was very gracious loaning generators to employees. The company also paid for day care services so employees with kids could come to work. I don’t think that there are many companies out there doing this for their employees.
I enjoy working at Tower Hill because of the people I work with. I have an amazing leader; we work together as a team, and we always come out successful.