Intro

Meet one of our exceptional leaders, a dedicated professional who has grown from a humble start as a Customer Care Agent to a respected Site Director, at our Paris, U.S. location. With nearly a decade of experience at ResultsCX, her journey showcases the value of perseverance, adaptability, and a deep commitment to team development. As someone who has consistently demonstrated leadership and empathy in navigating challenges, her career trajectory is an inspiring example of growth within the company. In this interview, she reflects on her milestones, leadership insights, and her passion for fostering a positive work environment that thrives on collaboration and innovation.

Career Progression:

Can you share your journey from starting as a Customer Service Agent to becoming a Results-CX Site Director? What were some key milestones in your career?

I started here on January 5th of 2015. I was hired for online support for one of our tax and accounting services clients. I was in training for two weeks and came out ready to assist and ended up being a top agent. I learned so much and even still to this day I do taxes. Of course, tax season was over 4/15 and my new journey would begin.

I started training for a new LOB in Paris for a healthcare client. This line was right up my alley since I was in coding and billing and graduated as a Medical Assistant in 2011. I believe this gave me the leg up to help others and help the providers on the phone take care of our members. I quickly got recognized for my performance and the 1st one to get a 100% on quality my 1st week of grad school. I was then moved to faxes and was the top performing agent and moved to a coaching role within two months. From there I became a supervisor in Authorizations as the line continued to grow.

So, in 9 short months here I was a supervisor. Having strong relationships with my peers and colleagues I realized I had a special gift for people. After having the top performing team in two short years in 2017 I became an Operation Manager.  I started to travel with the company to meet clients and my development started to grow daily. I worked hard day and night and really started taking care of the people. This further improved the culture here at the site. Attendance got better. When I turned around another two years had gone by and low and behold, I was the Intern Site Director soon after being promoted Sr. Operations Manager.

On 9/15/2019 I was promoted to the Site Director of the Paris location and have been here ever since. 4 years 9 months later still here moving forward.

Leadership Experience:

How has your experience in various roles within the Site influenced your leadership style?

My experience in various roles within the site influenced my Servant Leadership style. I had to adapt my leadership style based on various circumstances, such as changes in organizational environment, shifts in dynamics, and moving from brick and mortar to work from home. Rather than adhering rigidly to a single leadership style, I learned that different situations require different approaches. However, one thing I will always do is put other’s needs before my own, have empathy and compassion, and empower others.

Challenges and Solutions:

What are some of the significant challenges you faced while progressing through the ranks, and how did you overcome them?

During my tenure here, I have faced challenges such as recruiting talent, especially when we were brick and mortar. Managing people can become very complex, balancing diverse personalities, motivating employees, and resolving ongoing conflicts in the BPO world. I also faced challenges when maintaining a work-life balance, which quickly taught me that it is necessary to have a balance.

Team Development:

How do you identify and nurture talent within your team?

I try to anticipate future needs and identify talent early. Work on long- and short-term goals with everyone. Stay focused on the goals, traits, and metrics. Hiring internally has been a great success since I was able to work alongside them and notice the talent they possessed. I created an environment where diverse talent can thrive. Never STOP developing.

Diversity and Inclusion:

As a female minority in a leadership position, how do you promote diversity and inclusion within your team and the broader organization?

Promoting diversity and inclusion within a team and organization is essential for creating a fair, high-performing workforce. I lead by example and ensure that hiring, promotions, and performance evaluations are unbiased and transparent. It is important to create a safe space where everyone is heard and valued. Encourage open dialogue, celebrate diverse perspectives, and actively address any discriminatory behavior. Promoting D&I is an ongoing effort at ResultsCX that contributes to a workplace where everyone can thrive and deliver their best.

Work-Life Balance:

How do you manage work-life balance, especially as a wife and mother? What strategies have you found effective in maintaining this balance?

I found work-life balance last year. I learned I had to prioritize and set boundaries. Not just here at work but in my life as well. This prevented me from burnout. I had to teach myself to delegate and trust, and not worry when I was away with time off. My husband was a huge help at home, sharing the family responsibilities. I picked up self-care, getting my nails done, massages, and facials. I learn to plan better and more effectively. Celebrate the small wins, no matter how small. Most importantly, I learned to say NO and adjust as needed. Be kind to yourself.

Customer Service Excellence:

What initiatives have you implemented to improve customer service and satisfaction in your Site?

I believe in treating others the way I want to be treated. Understanding the customer’s needs, empowering frontline staff, knowing people by name and at least two facts about them or their lives actually help. I streamlined several processes to ensure smooth transactions and reduce customer effort. Created a positive culture, encouraged empathy and active listening, and committed to exceeding customer expectations. As a team, we are focused on resolving complaints/escalation quickly and swiftly, turning negative experiences into positive ones effectively.

Crisis Management:

What is your vision for the future of your Site?

The vision for my site is to continue to thrive, foster a heathy environment and take care of people. These few things have created the reputation that we have here today in Paris.

Operational Excellence

What goals do you have professionally for the next 3-5 years, and how do you plan to achieve them?

continue to enhance efficiency and optimize resource allocation within the site, improving productivity and reducing costs. Set financial targets for revenue, profitability, and cost control. Monitor budgets, analyze financial data, and make informed decisions to drive growth. I would like to assist other site directors to become more successful.