Hi, this is QA Mary and this is my story.
I was 18 years old when I started working at Foundever. My ultimate goal during that time was to get a job so that I can save money to continue my studies and to support my mother.
I started with no experience in Customer Service. I am not well-versed in the English language or a graduate of a 4-year course. However, these factors didn’t stop me from trying.
I remembered the first time I took calls. I was so nervous. My whole body was shaking and I couldn’t understand the customer’s accent. I thought I will not pass my certification and will not transition to the production floor. Luckily, we passed our certifications and were transitioned to the tier 1 desk.
My Coach was so passionate about helping us learn the process and procedure of our account. He said, “If you have any questions or if you are confused about the product, you can always approach me. If you want to share something, I can always listen. It doesn’t matter if it’s work-related or your personal life.” This gave me an opportunity to ask him for help. He taught me about the product and procedures of the campaign. He gave me tips on how to provide good Customer Service and how to maintain a good relationship with the people around you.
I was able to work with purpose. I also realized that if you are a support, you will be a great factor in your agents’ success and failures.
After 6 months on voice, I was transitioned to the email desk. I was a working student at that time. I was so lucky because Foundever gave me an opportunity to work in this company while I was still studying. The company gave me a special schedule and even motivated me not to give up. It’s not easy to work at night and go to class in the morning. I felt so sleepy and I couldn’t focus on my classes. I cried whenever my dean yelled at me and emphasizing in class that I will never become a good teacher. She always compared my grades when I was a full-time student and when I was a working student. She said I need to prioritize my studies instead of my work. I asked myself, “Should I give up my dreams, or should I continue supporting my mother? Work or family? Should I give up my mother or my dreams?”
If you were me, which one would you choose? I think you would choose to give up your dreams for your family. I was so disappointed, but my teammates were right. I can always go back to school if I want. For now, I need to prioritize my loving mother.
After 6 months, I applied to the immersion program as a Quality Analyst. My goal is to listen to calls and identify their strengths and weaknesses. I tried to audit calls, discussed the Quality Parameters and to attend Listening Sessions. I almost gave up because I always made mistakes. I cried, but I never gave up. I passed, and now I’m a certified Quality Analyst at the age of 22.
Now my advocacy is to Listen, Motivate, Choose and Apply.
Listen, it means that you need to listen to yourself ask what you want? What do you want to do? What’s your purpose and your priority in life?
Motivate- motivate yourself. I know that we feel disappointment, stress and failure, but we must never give up. You are a conqueror. You can overcome everything.
Choose- choose wisely. Anyone can give us advice – either good or bad. Choose to do the right thing. It will be more beneficial to you.
Apply-apply the correct decision you choose. It will make you happy and you will become a better version of yourself.
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