Podcast ¦ Get out of wrap: 187 Chara-Lea Pidduck shares her inspiring story

Summary

Shara Lee Pinnock, a senior subject matter expert at DDC Outsourcing, shares her journey in the contact center industry in a podcast episode. She started her career as a sales advisor in a contact center before transitioning to customer services. Pinnock’s passion for helping people and improving processes led her to become a team manager. Despite initially not getting the position, she used it as motivation to learn and develop her skills. Pinnock managed teams of various sizes, including voice, back office, email, and social media teams. She emphasizes the importance of continuous learning and taking on new challenges.

Key Points

• Shara Lee Pinnock has been with DDC Outsourcing for almost 10 years.
• She initially worked as a sales advisor in a contact center before transitioning to customer services.
• Pinnock played a crucial role in onboarding the company’s first energy utilities customer service contract.
• She learned various industry regulations and system capabilities to support the client and the growing team.
• Pinnock’s passion for helping people and fixing processes led her to become a team manager.
• She didn’t initially get the team manager position but used it as motivation to improve her coaching skills.
• Pinnock managed teams of different sizes, including voice, back office, and compliance teams.
• She thrived on challenging herself, continuously learning, and making improvements.
• Pinnock advises others to have confidence in their abilities and not be afraid to ask questions.
• She believes in the importance of providing a positive customer experience and supporting her team’s morale.
• Pinnock’s story demonstrates the potential growth and career opportunities in the contact center industry.
• She encourages continuous learning and embracing new challenges to further develop skills.

Key Statistics

• Almost 10 years at DDC Outsourcing

Key Takeaways

• Passion for helping people and improving processes can lead to career growth in the contact center industry.
• Continuous learning and taking on new challenges are essential for personal and professional development.
• Confidence in one’s abilities and willingness to ask questions are crucial in the contact center industry.
• Providing a positive customer experience and supporting team morale contribute to success.
• Career opportunities in the contact center industry can lead to diverse roles and responsibilities.