Customer Care Assistant
On her role:
I work daily to enhance each customer’s experience for our client. Our call center supports software and hardware issues for multifunctional devices. I provide assistance on special projects that the client has deemed high-profile. I also enjoy assisting my coworkers by answering questions, mentoring, and filling in for my team coach when needed.
On her business unit:
We have managers and supervisors who work to ensure that all business processes and procedures are handled correctly on a daily basis. There are support personnel who work to assist and coach agents with meeting the required metrics, and who aid in ensuring that we, as a center, are meeting all expectations of the client. There are agents and/or customer service representatives who operate on the front lines. These agents are the glue of the business unit. The customer service representatives also provide the basis for our company to advance in the industry based upon the service we provide and how that service is viewed worldwide.
On her team:
The word diversity personifies my team. While we are a group of like-minded individuals, we are definitely individuals. We all originate from different places, and are members of different cultures and backgrounds. The majority of my teammates are senior agents. I believe we all work very well together and, with there being a wide range of skills and abilities found amongst us, we are all able to contribute and be a vital part of each other’s success.
Best part of the job:
The teaching moments. As I interact with my customers daily, it is a joy when I am able to educate one and have them truly understand the process we are undertaking. I also enjoy the opportunities to assist and/or educate my fellow employees to better aid in their understanding and success.
Why she came to Xerox:
I was seeking employment with a reputable company. I was looking for a position that would allow me to grow and advance professionally and financially.
Biggest benefit Xerox offers:
Working for Xerox offers me the ability to do honest work that I truly find rewarding. I also feel that working for Xerox allows me, a single parent, to provide a life for my child that I can be proud of.
Proudest career achievement:
I am most proud of the customer compliments and employee recognitions I have received since working here. Xerox has allowed me to spread my wings and branch out into a field I previously had no interest in. The higher ups appear to be taking notice and my ultimate goal would be to exceed the already high expectations of my performance and work to attain all future aspirations.