I have worked at Federated nearly four years. The majority of my time is spent fielding merchant issues in a call center. They may be technically related (to a credit card based piece of equipment), transaction related or related to a statement/billing based inquiry. Due to high rates of turnover, there are days where we are short of staff. I strive to take one day and one merchant at a time and provide the highest level of service I can.
My manager is very technical and training oriented, so I embrace that he always encourages us to take initiative and the next step forward to enhance our knowledge base. He has been supportive of my efforts as well as patient. I have been fortunate in that I also have learned much from listening to and watching my colleagues. They are often eager to teach me,as they know I take notes and retain information they have provided. I totally enjoy knowing there is a satisfied merchant at the completion of my call, who understands that I care about them and have taken every step to assist them. The two challenges are that I do not enjoy working holidays and I have yet to see people promoted within our departments. There have been lateral moves with title changes, but no real upward mobility. I would like to see more opportunity for growth and recognition awarded in appreciation of consistent effort expended. I strive to learn in every situation, with every interaction. I know for sure I have succeeded in that vein and will always be a student.