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Employee Spotlight

Matt Bolling

Customer Service Agent

Many employees are transitioning to work at home these days, and that move brings up several new challenges and opportunities. One of the most important? Staying connected to your fellow coworkers, acting as one team and continuing to ask questions to keep learning and growing from one another.

Matt Bolling, a Customer Service Agent at our site in Provo, Utah, has stepped up to the plate and addressed these needs in a fun and professional manner. Fellow agents say he’s the first to notice updates and share them with the team, and quick to provide best practices on how to perform new tasks. Matt also uses the chat feature to reach out to agents each day and find out how they are doing. He is a voice of motivation when he recognizes an agent may be struggling. Matt is truly taking advantage of the tools at his disposal to create a spirit of trust with his team and make each moment count. #TheSYKESWay

We couldn’t be prouder of team members like Matt who strive for excellence and seek constant improvement every day.

What do you do?

I am a customer service phone support rep, so I handle credit card customers and new clients.

What’s a typical day at SYKES like for you?

From 6 a.m. to 2:30 p.m. I log in and take calls! I’ve been with the company for four years, and I’ve loved the opportunity to move around and learn different insights into various aspects of the business.

How has your work experience shifted because of COVID-19?

With the number of agents at our site, we didn’t have enough room to socially distance, so a lot of us were sent to work from home. Honestly, I love working from home. There’s a little bit of isolation, but fortunately we have a team chat. The features keep expanding to make it better for us, so we really aren’t ever that isolated. Once you get used to a little bit less face-to-face interaction, it’s smooth sailing! And I’ve only bought two gallons of gas in the last six weeks!

What’s been the hardest part of the transition?

The first week was probably the most difficult. It took a little getting used to the at-home set up and to the new flow – getting in touch with customers and with support. After about a week of doing it, it’s been so smooth. There are a lot of updates, but all for the better – working out little kinks.

What’s been the best part?

There are so many pros! A little extra sleep and not commuting are big ones. Plus, everyone starts out in a great mood because everything is already set up. I just go into my office and log in. It’s quieter, and I honestly think the customer experience has gotten a little bit better.

What’s the best part about working with SYKES?

I like the bonus structure! There are a lot of goals, and all those goals are attainable if you just follow your coach’s guidelines. On the same level, there’s constant opportunities to move both laterally as well as vertically. There’s always potential for upward advancement. We’re always learning new skills and specializations, and I love the challenge. It’s never boring!

What accomplishment are you most proud of at SYKES?

I just got Agent of the Month, and that was definitely an honor because we have some stiff competition. I was nominated for troubleshooting and engaging with my team. Getting recognized for that was great! There was also a niche issue one of our clients was having that no one could seem to solve, and I was able to dig in and solve it. That was a lot of fun.

What are your hobbies outside of work?

I really like fishing! I’m right across from Utah lake, but I haven’t fished there yet because the winters are pretty brutal. I’m trying to get back into it, but I also have an 11-year-old son, so that probably answers the rest of the question – I’m always busy with him. I also love volunteering for FanX, a semi-annual comic convention here in Salt Lake City.

What superpower would you have?

Probably the ability to manipulate time or to be able to back up and regain lost time. As an analyst, I want to know the best way to do things and don’t always get that right the first time.

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

I used to want to be a pilot. Maybe one day as a challenge, I might still learn how to do it.

What show are you currently binge-watching?

I’m going back through The Office again – a classic! I’ve also been watching Trailer Park Boys.

Where do you hope to be in 5 years?

I’d love to be a Team Lead, if not a Manager with SYKES!