A Day in the Life: Account Manager Shaina Kishbaugh
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A Day in the Life: Account Manager Shaina Kishbaugh

“I love being account manager,” says Shaina Kishbaugh, who was promoted to that position from team lead at the SYKES Bloomsburg site. The aspect of her job that excites her most is being able to help others. “I get to help my team be successful. If they need guidance, or if they’re struggling, I can talk with them about whatever they need.”

Shaina is used to being challenged to grow. She started as an agent on a credit card retention program, working to turn unhappy customers around. She did so well that she was promoted to coach, a role that made her responsible for helping other agents improve. Eventually she was made team lead, responsible for directly managing a team of agents.

“I love the environment at SYKES. I can’t imagine working anywhere else.”

As team lead she implemented decisions made by others. As account manager, she gets to help make decisions. For example, she can develop incentive programs designed to improve performance, or make staffing or scheduling decisions. “I like being able to help manage the account as a whole,” she says. “I just have more input over where I’d like the program to go.”

As account manager, she also interacts directly with the client. Taking on that responsibility has helped her learn and grow. “I’ve learned how to communicate better, particular with the client. I had to learn to present a solution when explaining a problem. It’s okay to explain why something didn’t go right, but you have to follow up with your solution for not letting it happen again, or for how you’ll do it better next time.”

If Shaina feels her job is challenging at times, she knows SYKES has her back. “At SYKES, I’ve always had a lot of support. If I have any questions or concerns, everybody is always willing to help. Everyone is always working together here. Everyone wants us to be successful and we all work together to achieve that. It’s a great group of people. I couldn’t ask for a better team.”

That sense of camaraderie is one reason Shaina loves her job. “I love the environment at SYKES. I can’t imagine working anywhere else.”