Q: What do you like about Tala?
There are so many things I like about Tala but if I can mention two; 1st, it is the vibrancy and the positive energy that is exuded throughout the organisation. It’s amazing working with a team of such brilliant minds who are accountable to each other and are working together with a common goal and vision. Secondly it is the operating behaviours which guide how we want to work together – Be courageous; Be Humble & Curious; Assume Positive Intent & Be Accountable for Impact.
Q: How does your role help Tala’s mission?
My role has the key responsibility of providing consistent support and resources to our Customer Experience Guild as they progress in their mission to delight our customers. I am responsible for various support functions that include Quality Assurance, Training, Operations Analytics and Reporting,System Administration, Project management, Process Analysts and Workforce Management.
Q: Did you always want to be a customer experience leader?
No, not really, I actually wanted to be an artist at one point in time. I have however over the years of being a customer facing grown to love being in Customer Experience and the fulfilment that I get when a customer is happy and has an amazing experience is extremely rewarding
Q: What should one do to be a great shared services manager?
One should be able to bring together and collaborate with diverse teams and stakeholders in supporting them achieve the various set key performance indicators and goals in the most efficient and effective way and hence set them up for success. Ultimately their success is your success!