Laquita has never met a challenge she wouldn’t accept. It’s why, after graduating from Alabama State University, she enlisted in the Army National Guard, where she proudly served for 12 years. As a supply sergeant, Laquita was in charge of making sure our armed forces had everything they needed to survive. Today, as a Senior Client Advocate working in support of a large financial services company client, Laquita is SYKES Montgomery’s resident “sergeant of excellent service.” She takes the discipline and service-first mentality she mastered in the military and applies it to make sure every customer her team serves is getting the best possible customer experience. It’s an honor to call Laquita part of the SYKES family.
How long have you been at SYKES?
Three years. I started as a customer service agent. I always had good stats and was eventually promoted to Senior Client Advocate.
What do you do?
I supervise and support customer service agents and handle any calls that need to be escalated to a manager.
What’s a typical day at SYKES like?
I come into work and everyone knows I’ve arrived because they can hear me laughing. I’m the one who cheers everyone up. We’re on the phone all day, so I’m always trying to keep everything upbeat and happy. I like to make sure everyone has a positive attitude and is ready to take care of customers. Throughout the day, I’m either on calls or walking the floor supporting my agents.
What’s the best part about working at SYKES?
The people. SYKES fosters a very friendly environment. When I come here, it’s like my second home. I wake up every morning and I look forward to coming to work. The managers are all so supportive of each other.
What is your proudest accomplishment at SYKES?
Seeing how far I’ve come since starting – I had never set foot in a call center before. Now, three years later, I’ve been promoted to manager. I didn’t know anything about working in a call center and I never thought I’d be where I am today.
What qualities do the most successful SYKES customer service agents have?
I believe you need to remain positive and professional at all times, no matter what the situation may be, even when customers take you out of your element. Another important thing is to smile, even though your customers will never see you. They can feel it through the phone.
When not working, where will we find you?
Being a mom to my 5-year-old daughter and attending her cheer practice. Or playing volleyball with my old college teammates from Alabama State University. I like to stay active and catch up with old friends.
What inspired you to join the military?
I love a challenge. If you put something in front of me, I won’t stop until I figure it out. After college, I wanted to try something different. The military seemed like a big challenge, and I wanted to see if I could accomplish it.
How would you describe SYKES in three words?
Positive. Friendly. Family.
What song are you playing on repeat?
“Can’t Give Up Now” by Mary Mary
What app can you not live without?
What would your superpower be?
Rescuing everyone. I’d be like Superwoman.
What did you want to be when you were a kid?
Where do you see yourself in five years?
As director of a call center. I really want to get to that point.
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