Full name: Jennifer Stein
Current job title: Learning and Development – Sr. Training Manager
Tell us what brought you to Pearl and what skills you acquired in each of your previous roles that helped get you to your current role?If you asked me 20 years ago where I saw myself, it was either as a teacher or something in the psychology world. I never thought I would be working in contact centers. Little did I know when I applied for a customer service job through a local staffing agency that it would start my path to where I am today. Over the years I have had the chance to work as a Supervisor, Trainer, Quality Analyst, Training and Quality Manager, and several other roles. In this time, I’ve found that I love both Operations and Training, so when this current role presented itself, I felt that I could really drive that partnership between the two departments.
This January, will be 3 years with Pearl, having originally started as an Operations Manager for the 2020 Census project. In this time, I’ve learned a lot in each role I’ve held and with each I have really mastered patience. When I moved from a representative into my supervisor/ management roles, I learned how to coach and work with different communication styles and personalities. Transitioning into my senior management roles, I’ve learned more about business writing, interacting with clients, and how to manage managers.
What are your career goals?
I enjoy what I do for both Operations and Learning & Development, so I would think Director of Training would be the next step for me. Outside of the contact center realm, I have always wanted to own a bookstore.
What has been the biggest lesson you have learned in your job?
I have learned a lot over the years and have a hard time narrowing it down to one so here are my top 3:
– Do not be afraid to let your work speak for itself and to make sure everyone knows how I am, in a good way. Put in the work, show your work ethic, and people will “”see”” you.
– Ask questions – this shows you are not afraid to put yourself out there, but it also shows you are willing to learn. I live my life with the goal of learning at least 1 new thing a day; it can be anything, but if I haven’t learned something each day, my day feels incomplete.
– It’s okay to make mistakes if you learn from them. I am an avid reader and there is a line from the book Anne of Green Gables, Anne’s teacher says “Isn’t it nice to think that tomorrow is a new day with no mistakes in it yet?”
What is your advice for someone who may be interested in pursuing a role in your current field?
Learning & Development encompasses so many different things, so first, decide what you want to do – is it training, coaching, or writing content. You can take on everything, but do it one area at a time.
What is a Fun Fact that many of your coworkers may not know?
I am originally from a small farm town called Le Roy in Western NY (Rochester/Buffalo Area). Le Roy has a claim to fame, and that is because it is the birthplace of Jell-O!
Do you have a special talent or any hobbies?
I am an avid reader, so if anyone would like to start a book club, let me know! I am also an avid crafter, from Acrylic Paint Pouring, to Wreath making, and most recently, creating and turning my home into Whoville for Christmas.
