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Employee Spotlight

Catherine Clay

Customer Service Agent

It is often said that actions speak louder than words, and this is absolutely the case for Catherine Clay in Boise, Idaho! Right now, most businesses are experiencing a major shift in response to COVID-19. Amidst an unprecedented transition to working from home, leaders are arising and answering the challenge. Catherine’s team was one of many that was able to shift to home, and her team leader had the following glowing recommendation on how she has been shining in the midst of the transition: “Catherine has been a beacon of positivity for my team. She has been incredibly helpful and motivating to her peers. She shows up every day with a can-do attitude and is always ready with a music recommendation. She is consistently a top performer and an incredible example. Catherine is an outstanding agent and personality – last month she brought in 84 five-star surveys to my team alone. She always strives to be better, is incredibly intuitive, and gets along with her coworkers tremendously well. Anyone who works alongside her is blessed to be in her presence. I couldn’t be more proud or impressed with her performance, attitude, and willingness to be a team player!”

What do you do?

I do web chat tech support – basically helping people fix their phones, pay their bill- mostly phone company stuff.

What’s a typical day at SYKES like?

It’s pretty cool! Obviously working from home has been a transition, but I still enjoy finding ways to interact with everyone on the team. Normally, I’m able to go onto the floor and it’s not like a really cold, stoic work environment. I can walk past someone and actually talk to them about their day. It’s a very friendly work environment where I’m able to get my work done, but it doesn’t feel like a lot of jobs do. I don’t feel like I’m taking a test – it’s a very collaborative setting where I don’t have to rely on my own knowledge but can really lean on other people!

What’s the best part about working with SYKES?

It’s really low pressure. You’re expected to do your job and do it well – if you don’t hit a metric though, everyone understands as long as you’re genuinely trying your best and eager to improve. It’s a safe place for communication and growth, and there’s a very human element to the workload.

What accomplishment are you most proud of at SYKES?

Apparently, I get a lot of positive feedback from call resolutions! Last month I got 99 positive surveys and was pretty proud of that because the average is around 30.

What are your hobbies outside of work?

I play a lot of Dungeons and Dragons and am pretty big in the anime convention community – I like to make my own costumes for when we go to conventions! I also do a lot of cooking, have played the flute for 10 years and I was in Boise State’s marching band.

What superpower would you have?

I’ve actually had very extensive conversations about this…I think the coolest superpower would be the ability to manipulate probability. So, I could say “what’s the probability that someone opens this door: 100%” or “what’s the probability that I get hit by this car: 0%.” There are endless possibilities.

What did you want to be when you were a kid?

I wanted to be Gordon Ramsey. I would watch Hell’s Kitchen with my family and always wanted his job. I wanted to eat expensive food and get paid lot of money to do it!

What app can you not live without?

Probably Facebook – I follow a lot of meme pages.

What show are you currently binge-watching?

I’m currently re-watching Doctor Who, and I just finished re-watching Merlin.

Where do you hope to be in 5 years?

I would like to have my own small business as a photographer – one where I earn enough that I can pay someone to do my taxes!