Can you tell us your career path from agent to Operations Director?
I started in 2004 as a temp phone agent and moved to a back office admin agent processing cheques and then looking at process improvements. I spent some time in IT practising what I studied in Computer Science, and then became a client account manager.
Having headed up client services and spent time as the Ringwood site director, I now oversee all UK operations as UK Ops Director. This has given me a really holistic view of BPO and allowed me to see things from the perspective of multiple different roles.
Tell us two great things about your role at Comdata?
First is the variety. As we have a very diverse set of sectors covered in Comdata UK (chocolate, insurance, holidays, cars and magazines, to name a few), there is always a different opportunity or challenge to be faced every day.
I also love the fact that we are constantly challenged to stay on the cutting edge of tech, having recently added agents’ ability to communicate to customers via Instagram, Whatsapp, Trustpilot and even the customer’s phone camera!!
What’s your career advice for others thinking about the BPO sector?
Do it!! Spend time doing the role of an agent and appreciate how hard it is taking calls or live chats one after another. Be ready for a challenge but also the reward of helping a customer solve a problem to find the right product or service for them. It can be a hugely fun sector to work in and I would recommend it to almost anyone!