Current job title: Operations Manager – Optum
Career path: I started with Pearl in 2016 as a CSR on our CCO contract in Winchester, KY. I had zero call center experience but had just moved with a lot of bills to pay, so I gave it a shot. Little did I know that I would come to love the work I do!
I worked my way up to Supervisor within a year, then became dual-trained as a Trainer. I took the leap into virtual contracts as a Supervisor in April of 2021 and was recently promoted to Operations Manager in September 2021. What I thought was a temporary position turned into my career, and I would not change a thing.
Career goals: I would love to continue my upward momentum into Senior Management in Operations for Pearl. My current aim is to keep working toward Senior Operations Manager, but I am always looking for new ways to professionally develop and help the company meet its needs, whether that be Operations, Training, etc.
Biggest lesson/obstacle: The single biggest lesson I have learned during my time at Pearl is that everyone does not need to like decisions to respect and understand them. At times as a leader, there are tough calls to make, and the right call is not always popular. However, with thorough research, effective communication, and compassion, a leader\’s decisions can always be respected and understood, if not necessarily liked.
Advice: My advice is to always ask questions. People can become concerned about being self-sufficient from day 1, which can lead to mistakes or even just unnecessary stress on a personal level. Being promoted means that we believe that you have potential in the role, not that we expect you to know everything already!
Personally, I ask questions any chance I get, then incorporate what I learn into my own experience to help others down the line. Asking questions can lead to massive personal and professional growth!
Fun fact: People typically do not expect this, but I love gaming! PC, console, tabletop, you name it! Last year I finally built my own custom gaming PC. Being able to use Discord or Steam to enjoy games with my friends from all over the world is a blessing. I tend to lean toward the fantasy genre, but spooky games are great, too!
Hobbies: I love live theatre. One of my degrees is in Theatre, and I love every aspect of it, from watching to participating. If you have not experienced a live theatre production, I urge you to do so! Seeing shows come to life is a whole different kind of magical, and the talent that is showcased is phenomenal.