One of the best pieces of career advice I’ve received is to “embrace discomfort.” Initially, it sounded counterintuitive, but as I reflected on it, I realised its profound wisdom.

Growth often happens outside our comfort zones. By pushing ourselves to take on challenges that initially seem daunting or uncomfortable, we open ourselves up to new opportunities for learning and development.

Whether it’s tackling a new project, taking on a leadership role, or learning a new skill, embracing discomfort has led me to some of my most significant professional growth moments.

It’s a reminder to lean into the discomfort rather than shy away from it, knowing that it’s often the pathway to progress and success.

An initiative I’m currently leading:
Skill Enhancement and Cross-Training Program: Implementing a structured program within our customer service teams to facilitate cross-training among team members in various specialised areas or technical proficiencies.

Encouraging team members to explore new skill sets and assume roles beyond their usual responsibilities.

This initiative aims to bolster individual competencies while promoting team versatility and adaptability.

Challenges I’m addressing:
Incorporating conventional metrics into an unconventional contact centre environment to enhance customer experience and distinguish performance.

From a leadership standpoint, while it’s indeed an excellent opportunity to guide, develop, coach, mentor, and foster career and personal growth, it’s crucial to recognise that leadership isn’t solely about being liked and is definitely not a popularity contest.

Various behaviours, challenges, circumstances, and outcomes come into play, and the journey isn’t always effortless.

Success hinges on effectively balancing and managing these elements while upholding professional standards consistently.

An intriguing tidbit about me is that I welcomed the New Year of 2017 aboard a special Qantas 747 Antarctica flight flying over the South Pole.

It was a surreal experience witnessing the sun shining as brightly as noon at midnight and the live band onboard the flight playing Auld Lang Syne!

Truly an unforgettable moment that left me in awe.

Outside of work, you’ll often catch me either exploring new destinations or whipping up culinary delights in the kitchen.

My background in hospitality management equips me with the knack for entertaining and ensuring everyone’s enjoyment.

Additionally, I love delving into domestic travel, discovering more about the wonders of Australia—a cherished pastime of mine.

One of the best benefits of being an ACXPA member is the access to a vibrant community of like-minded professionals passionate about customer experience.

Being part of this community provides opportunities for networking, knowledge sharing, and professional development through events, workshops, and online resources.

Additionally, membership offers access to the latest industry insights, trends, and best practices, empowering members to stay at the forefront of the rapidly evolving field of customer experience management.