Christine Leven isn’t afraid of taking on big challenges … just ask her two 100-plus Mountain Lab/Pit Mountain Dog blend pups. In both her personal life and her business life, she welcomes a challenge, whether that means tackling renovations on her new house or helping SYKES launch a brand-new email program for one of their biggest clients. When her supervisors asked her to move from Quality Assurance to Team Lead and help build and grow this new email endeavor, Christine sprung into action and has given it her all, proving that no challenge is too big for her to tackle.
What do you do?
As a team lead, I make sure my team of 15 customer service agents has the tools and support they need to deliver the best email interaction and customer service to the customers of our financial-technology client.
Describe your SYKES journey in a nutshell.
I started with SYKES five-and-a-half years ago as a tier one agent for customer support. In less than six months, I moved to a specialty group called Account Setup and Maintenance. But I don’t think I grew into my full potential until two years later, when my account manager Melissa recruited me into Quality Assurance.
What’s a typical day like?
I come in at 9 a.m., usually with an iced coffee. I say hi to everyone in the room and review what they’re working on. Then I dive into emails. Throughout the day, I’m helping agents with specific challenges, making observations and constantly finding ways to gather data and make our process better.
What’s the best part about working with SYKES?
The people, and not just the ones I work with. I love that my job allows me to communicate with people I may never get to meet in other parts of the world. I’ve talked to people in Dublin and trained people in Malaysia using video conferencing.
What accomplishment are you most proud of at SYKES?
I love Quality Assurance. I love finding opportunities to fix things and make them better. The best thing I’ve done here, together with Melissa and a few other colleagues, was refine the role and expectations of Quality Assurance for our client. We actually built out a whole Quality Assurance program and role.
What are your hobbies?
I just bought a house, so right now I’m doing a lot of remodeling. I also have two large dogs. They’re each over 100 pounds! Other than that, I love going to the beach and painting.
What would your superpower be?
It’s a baseball game and you’re going up to bat. What’s your Walk-Up song?
“We Will Rock You” by Queen
What’s on your bucket list?
Ever since seeing the movie “A Walk in the Clouds” I’ve wanted to go to Italy, crush grapes with my feet and make wine.
As a kid, what did you want to be when you grew up?
What app can you not live without?
What TV show are you currently binge-watching?
“Friends” and “The Office”
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