From Call Center Agent to Executive: How My First 9-5 Job Shaped My Career Pt 1

Call center roles often carry a negative connotation, especially in the Jamaican professional landscape—many view them as stressful, mundane, or non-value-added roles. However, my time at Vistaprint- at the time one of the largest BPO companies in Jamaica. It was one of my favourite work experiences to date which laid the foundation for my growth as a professional. While on the surface, my previous role as a call center agent may seem far removed from my current executive position, however, the skills I developed during that time have been invaluable throughout my career. Here’s how that experience helped shape the leader I am today…..

Efficiency: Mastering Time and Task Management

Working at a call center especially as a Chat Agent in a fast-paced environment like Vistaprint, demanded incredible efficiency. With a high volume of customer interactions, I learned to prioritize, manage my time effectively, and handle multiple tasks simultaneously. Every moment counted, and mastering these skills was key to being successful.

As an executive, those lessons in efficiency are just as important. Managing various projects, making decisions quickly, and prioritizing effectively are all part of my daily responsibilities. The ability to work efficiently, while maintaining a high standard of quality, is something I owe to my earlier experiences. 

Dealing with Difficult People, Personalities and Culture: Building Patience and Problem-Solving Skills

In any customer service role, dealing with difficult people is inevitable. As an agent,  I frequently handled frustrated customers or complicated issues, which taught me the value of patience and the importance of staying calm under pressure. Though I didn’t realize it while in the role. More than that, I learned how to think quickly on my feet and approach problems in a pragmatic way. 

Today, these problem-solving skills continue to be crucial. Whether I’m navigating team conflicts, negotiating with stakeholders, or facing unexpected challenges, the ability to stay composed and resolve issues effectively is a direct result of my experience at the call center.

Collaboration: Thriving in a Team Environment

Call centers thrive on collaboration, and Vistaprint was no exception. Working in such a dynamic environment taught me the importance of teamwork. Whether it was seeking guidance from a supervisor or helping a colleague, success in that role depended on our collective effort.

As an executive, collaboration remains pivotal. Now, I lead and support multicultural teams and work across various business units, especially in my role as Head of People and Culture at Sygnus, collaboration is at the heart of everything we do. The sense of teamwork I developed in my call center days has helped me foster a collaborative culture in every role since. It has made me a better professional and a more impactful HR Leader.