What inspired you to pursue a career in your current field, and how did you get started in your role at GigaComm?
Danielle Grehan: So what inspired me to pursue a career in operations or customer service or customer experience is it brings all together all my favorite things. So problem solving, humans, a dynamic environment. And it's really where you get the opportunity to help be part of this ongoing cycle between influencing strategy and brand promises from what you're learning on the front line, but also then directly implementing those strategies and brand promises to your customers every day. And every day you've got the opportunity to impact your customers and your business. And that's a pretty exciting place to be.
I came to GigaComm I was actually introduced to the business or referred to the business and I was employee 11. And that was really through our CEO looking for someone in operations space and with different people that I've worked with in the past and they brought us together.
What are some of the most rewarding aspects of your job?
At GigaComm, we're really trying to be better and learn and do things better in the Telco space. And so, one of the most rewarding parts of my job is that I get the opportunity every day to hear direct from our customers, both their positive experiences with us and how we've exceeded their expectations or how we've really stood out to them or also how we can improve and learn and then that feeds into also what's rewarding is that we're really able to take that feedback on, convert on that change things and really implement those changes to ensure that we're really delivering for our customers. I also really love working with the GigaComm team because we are all really committed to doing things better for our customers. We've all had experiences in the Telco space and we're really trying to differentiate ourselves and learn from that and continually do things better than anyone else out in the market.
What's your vision for the part of the business you're doing?
My vision for the part of the business that we're in with customer experience is really that we deliver to our brand promise, which is really around next level internetting. And then from our position, it's very much about next level customer experience. And I think there's a lot of noise out in customer experience world around the technology forms that can be delivered. But really what my vision is really about how we deliver that through the human contact and not just rely on technology to deliver that, but actually through the human interactions that we really keep the spirit of a growing company where we want to win every customer and keep them delighted with our business and continue to grow as we do as they refer us to their friends and family. So it's really about my vision about keeping that energy, that positivity that can do attitude, but also how far we'll go to ensure that our customers are satisfied and happy with us as a telco.
What advice do you have for others who are interested in pursuing a career in your field, and what skills and qualities are more relevant?
I've always lived by the mandate or the mantra of "Don't wait for your ship to come in, swim out to meet it." And customer experience and customer service provides endless opportunities for you to do that. If you are hearing feedback from customers, it's just such a great opportunity to have a think about what is it that your company is doing that's generating that feedback and how that could be fixed, not just from a customer point of view, but actually to also improve things within the organisation and the company that you work for. So I think it's about taking every opportunity. And I always tell people that opportunities don't necessarily come gift wrapped. They don't come in a box where you get to have a specific project or job or a title. But really the opportunities are the ones that are lying all around us every day for us to seize upon and to make a difference and stand out and show your commitment and determination through those opportunities and linked to that then the really the key skills for progressing or working in customer service experience space is really endless curiosity. Why do we do this? Why is this happening this way? How can it be done differently? What's driven us to think it has to be done this way. Endless curiosity matched within that drive to improve and then also then matched with creativity on solutions so that you can find solutions that work for your customer but are also sustainable for your company or organisation as well. So I think that trifecta are a really great starting point for skills.
If you could time travel, which era or time period would you visit and why?
I'm very torn on this question, but I would really want to go to two places and for very similar reasons. I'd really love to go back time travel to Elizabeth in England and Stalk and find out who Shakespeare really was and meet and talk to Shakespeare. And likewise, I'd love to meet my other literary hero, Jane Austen in the Regency era in England as well. So there are probably two places and my third one, if I could sneak one in is I'd love to go back to my ancestor who first left Ireland and came to Australia in the 1890s and understand what drove them and what brought them to Australia as well. They're probably, I can't pick one. I'd have to go with all three, but they're the three that I'd love to go back in time to.