Meet Emmanuel DeOssa, Dedicated Accounts Specialist

“What Sets Us Apart Isn't Just What We Do. It's How We Make People Feel.”

Emmanuel DeOssa has been with Transcom for almost two years, working as a Dedicated Accounts Specialist. His role puts him in direct, real-time contact with one of our client teams through Teams Chat, handling urgent requests and day-to-day questions as they come in, not after the fact. He was recently recognized for that work, so we sat down with him to ask what it actually looks like from his side of the conversation.

What the work actually looks like

“It requires a lot of attention to detail and promptly responding to our clients' needs. Whenever they have a request, I do my best to collect all the necessary information and provide a response that's able to satisfy the client.”

“But honestly, it's a team effort, and I'm only able to do my job effectively with the help of my team. We all work together as a unit, and it allows me to directly focus on the client's requests and needs.”

How he handles urgency

“I prioritize urgent tasks first, double-check details, and maintain transparent communication. Clients understand that challenges can arise, but it's how we respond and communicate that makes the difference.”

What exceptional service means to him

“It means to listen carefully, always treating everybody with respect, both injured workers and the customer, and solving issues as quickly as possible. It means making sure that they feel heard and valued. With so much competition out there, it's about who does the best job, who's able to deliver the service. That's what's most important.”

“What sets us apart isn't just what we do. It's how we make people feel.”

Every dedicated account at Transcom has someone like Emmanuel on it, paying attention to the details a client never has to think about, because he already has. That's not something you can put on a service menu. It's a team you build one person at a time.