Career Growth 1

Speakers: Theresa Panaccione, Supervisor, Conduent. Chelsea Collins, Recruiter II, Conduent . Amy Ratliff, Supervisor, Conduent

Amy Ratliff: I started off as an agent as everyone does with Conduent. An opportunity came about and I was able to join the SME team, which is a subject matter expert team where agents can call in and ask questions while they're on calls to better assist their members. After that I went into work in the training room, which at that time we were on site, so I was able to work one-on-one with agents and just assist them with being amazing agents. Shortly after that I was able to take a class and follow them on the floor and become their supervisor, and that's what I've been doing for the past seven years.

Chelsea Collins: I have grown at Conduent because I have really been able to build and develop my skills as a professional, and some of the opportunities that I've been afforded with Conduent, I have not found anywhere else.

Theresa Panaccione: I started off here at Conduent working on the phones, and then I went into a leadership role where I was working with a group of individuals to help them improve their customer service and on the phones and helping them just guide them with some of the best practices of how to look up information, as well as to deliver that information to our customers on the phone. So since then, um I moved into a supervisor role and I lead a group of individuals with best practices to implement the desire metrics for our team and for the program itself. And then I went into a role where I am now managing our quality assurance team and that involves call coaches and quality analysts. And it's a great joy to listen to a variety of calls. I get the opportunity to review calls from all the agents on the program. And so it's every day I learn something new and it's one of the best opportunities I've ever had in my career.