Platinum Performer – Keith Burnham

Sutherland has a plethora of incredible people. However, we have many who are willing to go the Extra Mile. In acknowledgment of their efforts, we honor them as a Platinum Performer. Recipients of this prestigious award are invited to our special quarterly dinner where they are recognized for their contributions to the company. Meet Sutherland’s latest awardee.

  1. How and when did you come to Sutherland?

I came to Sutherland on the Cloudsource work-at-home program back in March of 2016. A friend of mine was part of the program, and he let me know there was an opportunity to work for a gaming client, and I jumped right on it!

  1. What gets you up in the morning? No, not your dog or alarm….but what really drives you to get up and give your best each day?

What wakes me up in the morning is my drive to work toward and accomplish my goals. I don’t expect instantaneous success, and I see each 24-hour period as an opportunity to improve. What really drives me to give my best is my desire to improve on the mistakes of yesterday.

  1. Tell us something about Sutherland or your role specifically that others may not know.

Being a Customer Service Agent isn’t just about handling transactions. It can be incredibly rewarding at times, like when you have the opportunity to build rapport with people from all over the country. There are a lot of things you learn about the globe while you are having a conversation that can color your perception and cultural understanding. One of my favorite things to ask customers is about their local traditions or customs. These are things I would never know unless I had the ability to communicate with people in a multinational company such as Sutherland.

  1. So far in your career at Sutherland, what are your top three most important accomplishments?

My first most important accomplishment was ranking in the Top 10 out of my entire program in one month, and consistently ranking amongst the best of my team. My second most important accomplishment was having the opportunity to teach new hires as a Training Assistant for a quarter of the year. I had the privilege of helping shape our newest hires of this year, which is something I am quite proud of. My third most important accomplishment was earning a Platinum Value Award.

  1. Who at Sutherland has made the biggest impact on your career and why?

I would have to say my trainer, Adrienne Buller, and the entire training team. I understand the question is for one person, but I also have to shout out my Training Assistant, Jason Cox, who had a wonderful attitude that I adopted early on and has brought me much success. I faced many situations for the first time in terms of interacting with people and sharpening my people skills that he had extremely valuable advice on. Jason brought forth unwavering kindness, patience, and a keen understanding of how to build rapport, as well as program fundamentals when I first started. I credit this as the basis for many of the behaviors I employ.

  1. What would be your advice to someone who wants to work in your position at Sutherland?

Apply now! Make sure you have a quiet place and you’re ready to work with integrity. It’s all about your attitude. Take responsibility for your customer’s situation and do whatever you can to give them the best outcome possible. Be willing to make mistakes, and learn from them. Learn to exercise empathy skills, and look at this as an opportunity to become more charismatic.

  1. What makes Sutherland stand out from your previous employer(s)?

Sutherland stands out because of the flexibility, the ability to work from home, and the equipment and training provided.

  1. Which country that Sutherland operates in would you most like to visit and why?

I would want to visit Jamaica, because I missed the opportunity to go while I was acting as a Training Assistant.

  1. What’s the best advice you’ve ever received at work or in life?

The best advice I have ever received in life is this: it is all about attitude. Your attitude literally forms the basis of everything you do. Your attitude will make or break you in your job and in life. You have to earn your way to success, and it isn’t built overnight. You have to be willing to make mistakes to learn and improve. Adjust your attitude if you aren’t experiencing success, and you will get there.

  1. What are you looking forward to the most in 2017?

I am looking forward to working with the new hiring wave again, as I thoroughly enjoyed the experience. I am also looking forward to developing a YouTube channel with technology advice and gaming reviews, and building that channel from the ground up.

  1. Where do you see yourself in five years?

I hope to be a Trainer here at Sutherland, and be working as such while I finish my master’s degree in medicine.

  1. What do you do outside of work?

I game, a lot! I recently built a very nice gaming PC, and I have spent quite a bit of time with my Sutherland friends playing games and bonding. I haven’t forgotten about my other gaming consoles, but PC gaming has opened up a whole new interactive experience while gaming. I also enjoy DJ’ing, my bearded dragons, as well as time spent with family.

  1. What three words best describe you?

The three words that best describe me are charismatic, empathetic, and driven.

  1. What are your favorite snacks or food to bring to work?

I need water, water, and more water. Hot pockets are cool in a pinch, but I don’t eat much because I’m talking to customers.

  1. If you could have one superpower, what would it be?​

To turn into a bucket of water? I’m joking, of course. I would love to fly, being unrestricted by geographical location.

Meet our Author!

By Amber Kukiela| Amber is the Candidate Experience Specialist for Sutherland. She has a diverse background in marketing and has worked with Welch Allyn Inc. and the New York Family Business Center. She is a recent graduate of Le Moyne College where she majored in Business Marketing and minored in Philosophy and Art Administration. During her time at Le Moyne, she was a sprinter and high jumper for the NCAA track and field team. Since then, she has been running in 5k races around the Central NY area. When not running, she dabbles in photography, painting, and illustrating. She also enjoys baking and cooking and uses her coworkers as taste testers.

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