When customers write comments like, “Score for Noreen: 1,000/10!” and “If only all customer service call centers had a Noreen,” it’s clear that Noreen McLoughlin is delivering something extraordinary. As a customer experience representative for ACC New Zealand, McLoughlin brings a personal touch to every interaction, transforming standard service moments into memorable experiences. 

As a frontline representative at one of the country’s busiest inbound contact centers, McLoughlin fields inquiries and feedback from client, business and provider customers across phone, chat, email, SMS and social media. She handles everything from updating customer information and processing claims to resolving account payment queries and educating customers, always with the aim of first-contact resolution.

In a role that demands expertise across diverse customer needs, McLoughlin has mastered the delicate balance of efficiency matched with genuine care. Feedback from customers and colleagues alike indicates that McLoughlin consistently exceeds expectations while maintaining the kind of connection that makes customers feel truly heard and valued.

As one peer noted, “She is a shining example of what it means to support the people of New Zealand with empathy and purpose.”

As one customer proclaimed, “She gave some of the best customer service I had ever had; she was amazing.” Another echoed that sentiment: “Noreen was amazing! Able to assist me with setting up my ACC online and was patient, kind and just plain … awesome!”

This blend of authentic connection and business excellence sets McLoughlin apart. And it has led to Genesys awarding her the 2025 Orchestrators Innovation Award for the Orchestrator of the Year – Agent category.

Mastering the Art of Customer Advocacy 

McLoughlin consistently delivers impressive customer satisfaction scores and exceptional handle time statistics across all voice skills. But it’s what’s beyond the metrics that makes her stand out. She not only delivers excellent outcomes but does it with compassion, professionalism and a steadfast commitment to prioritizing the customer experience. 

“Noreen was incredibly clear, polite and very helpful. She was pleasant to communicate with and made the experience contacting ACC that much better,” shared one grateful customer, capturing the essence of what makes McLoughlin award-worthy. 

McLoughlin credits her flair for delivering exceptional service in part to an equally exceptional employee experience. “In belonging to an organization and team that is truly focused on providing outstanding customer-centric services, I’m empowered to bring my authentic self every day to my work,” she said. “I’m valued and appreciated in my role; I love what I do and how I do it — and this means I thrive.” 

This supportive environment, along with McLoughlin’s can-do attitude, each play a key role in her success. “I am focused and committed,” she added. “I’m an important little cog in a very big organizational wheel, and I am so well supported at every level throughout the business that this motivates me to bring my best self, every day, to do my part in the provision of exceptional customer service.” 

The Personification of Positivity  

McLoughlin appreciates the support she receives so much that she does her utmost to buoy her colleagues. She’s earned the unofficial title of “Chief Sunshine Officer” for thoughtful acts like creating uplifting videos to boost team spirits and leaving surprise chocolates for stressed colleagues.  

Peers describe McLoughlin as “an absolute personification of positivity” who “acts in a completely selfless way, always supporting and encouraging others.” 

These acts of kindness make such an impact that McLoughlin was formally honored with the “Craig O’Shannessey Award,” created in memory of a beloved colleague and given to staff members who embody a positive attitude and contribute meaningfully to the workplace culture. 

McLoughlin’s influence extends to customer interactions. Her approach to service delivery has become a benchmark for excellence, inspiring colleagues and setting new standards for what customer-centric service looks like in action.  

“I am an eternal optimist and a sincerely cheerful person, and I bring an energy to my calls that readily transmits across any media used,” said McLoughlin. “I often describe myself as bubblicious. This means I am full of bubbles of joy, happiness, humor, love and compassion — which I readily share and transmit. I have a heart that is ‘Bigger than Texas’ and I aim to exercise this muscle effectively with my interactions.”  

A Model for Service Excellence  

McLoughlin sets herself up for success each day with a unique routine that activates the positivity she’s known for. She starts every day with quiet time reflecting on and giving thanks for all the blessings she feels privileged to have in her life. “I start my working day with a heart full of gratitude and positivity,” she said. “This is the essential start to my day and I strongly recommend it.”   

Plus, McLoughlin gives herself permission to avoid unnecessary stress, enabling her to acknowledge that what she achieves each day is enough. “I don’t need a to-do list. I know what is expected of me and I fulfill these demands,” she added. “I always give thanks for each day I have been gifted to enjoy and share with others. I reflect on what I’ve done well — my ‘feel-good moments’ — and what I could have done better. This self-reflection allows me to continually refine and improve my ongoing contributions without undue pressure.” 

Her approach to customer interactions is equally empathetic. McLoughlin meets clients on their terms and can flexibly and quickly adapt her communication to fit each caller and the context of their interaction. She finds this approach useful in managing each call from the outset, helping to positively influence call flow, efficacy and outcomes.   

“I bring much life experience to my role, which has influenced my understanding and empathy,” said McLoughlin. “Both my personal and professional roles have helped refine my ability to communicate confidently and adapt my language use to meet each caller where they’re at.”  

Customer service can so often feel transactional. McLoughlin proves that exceptional service is about so much more than resolving issues — it’s about connecting with people during their moments of need and leaving them feeling valued, understood and supported. 

Read about all of the CX leaders recognized in the 2025 Genesys Orchestrators Innovations Awards.