In this series, our trainers share insights on how employees grow with HGS.
HGS: Tell us about your education and experience.
Shanice: I have been working in the BPO industry for four years now, and I’m a graduate of Garmex HEART Academy with certification in Customer Service. I started by taking calls where I learnt how to handle different types of customers and problem-solving skills in the industry’s context. Then, I was promoted to the role of a quality analyst. That role lasted for only three months before I got the offer of being a trainer.
Working as a trainer has opened my eyes to a lot more than just facilitating; I’ve learnt to be more approachable as the role demands that. I have also had the chance to meet people from different backgrounds, who have helped me grow into the professional I am today.
HGS: What’s a pro-tip you would share with those attending your training sessions?
Shanice: Brand advocates put in a considerable amount of time into their work, so to satisfied and productive at work, they should not be afraid to be themselves. So, I usually start my training by emphasising on how trainees should be bold, confident, and openly themselves. My Brand Advocates leave my training with the confidence that they can achieve whatever they set their minds on, here. I also highlight my own experience to let them know achievements aren’t too far from anybody’s reach at HGS.
Being on a healthcare account, advocates need to exercise a lot of patience and empathy. The advantage is that the information we are required to learn for the role can also help us in our personal lives. Being curious about the material is another welcome trait in my class. Our account receives updates regularly, and even though the application is new to everyone in the room, I’d have at least one advocate who would have explored it before my instruction.
HGS: What about HGS do you share with your trainees?
Shanice: In everything that we do—learning, growing, fun activities, volunteering and others—we are one family. Since I start my sessions with a brief about our business here, and also our work culture, it sets the tone for how advocates interact with me.
HGS: What are you known for among your trainees?
Shanice: I am always finding games to tie to the content we are learning, as a way to make the session fun. So, maybe they know me as the trainer with the engaging sessions. My advocates also know that they can talk to me about anything and they can expect feedback that is helpful in some way.