“Meet Our Leaders” Ep.2 – Tricia Flavigny, Customer Service Program Manager
Customer service continues to evolve in our industry and it’s important that we invest in the consistent development of our workforce which is key to making the customer experience our competitive advantage.
One person who has been defying the odds and investing in the development of our trainees here at Qualishore is Tricia Flavigny. When asked to tell us about herself, she responded positively with a warm smile and said, “I’m a very optimistic, motivated, and persistent person, who likes to ensure that things get done.”
Journey at Qualishore
Before Tricia joined the Qualishore team, she was with another call center. However, she said the decision to join Qualishore is one of her best decisions she has ever made since we are more than just a call center, but rather, a family embodied with professionalism, among other core values.
“My journey with the company has been great. It all started with me adapting to this new culture, friendliness, and family-oriented environment at Qualishore, which I never experienced at the call center I worked previously. I love changes, and I adapt easily, so my journey is a super transition, and I felt welcomed, warmed, and everybody is respectable, professional,” Tricia cited.
Why you like working at Qualishore
“We at Qualishore try our best to ensure that our workspace is equal and open to all; by doing this, it reduces a high employee turnover while ensuring that our staff is comfortable. Professionalism is displayed throughout the company and every employee is given a voice to share their views and opinions which is what I really love about Qualishore.”
What is your leadership style?
Leaders and their leadership skills play an essential role in the growth of any organization. A leader should have the ability to maintain good interpersonal relations with the followers or subordinates and motivate them to achieve the organizational objectives.
As for Tricia, her passion lies solely at the foot of developing all employees to provide outstanding customer service and make Qualishore one of the leading call centers in the Caribbean.
“I love interacting with people by spending the time to understand them and help build on their weaknesses. In the training arena, you have to break down the materials so that they can understand it. This is why I enjoy training because it allows me to connect with people.”
How do you support your team as the Program Manager?
It does not take a rocket scientist to figure out that behind every great business is, invariably, a great team of leaders. Being exceptional at any endeavor— whether it is painting, parenting, or skiing— doesn’t happen overnight. You don’t wake up one day and suddenly become a world-renowned pianist. The same can be said of becoming a Customer Service Program Manager.
Tricia said she uses empathy and sincerity as one of her many leadership habits since at the end of the day, achieving the core value is paramount.
“I show sincerity because at times agents may come to work and feel down, and they may need someone to listen to them as opposed to anything else, so I normally support them emotionally because at the end of the day, if you have happy team members working with you, then you will get great productivity and great results.”
What advice would you give to others in the same industry?
“You must have the ability to learn, and change; once you are in a call center, you must learn to be adaptable, and also, my advice would be- success comes through hard work and diligence. Once you love what you do and have a passion for doing it, you will excel tremendously.” Tricia stated.
Now that you have met another one of our leaders who has been driving success in our contact center, be sure to contact us at https://qualishore.com/contact/ if you would like us to deliver results that are in line with your business goals and strategic objectives.