- How and when did you come to Sutherland?
I visited the company website online while looking for a legitimate work-at-home job. I have been working at home with Sutherland since June of 2014.
- What gets you up in the morning? No, not your dog or alarm…. but what drives you to get up and give your best each day?
The thing that motivates me to get up in the morning is knowing that each day could be an opportunity for something miraculous to happen. In addition, knowing I have an awesome place to work inspires me to sacrifice my time, remain disciplined, and be grateful that I found my work-at-home career with a wonderful company.
- Tell us something about Sutherland or your role specifically that others may not know.
I work as a Customer Care Agent and I receive numerous amounts of calls that require me to diffuse customers. In addition, I maintain a high percentage rate of First Call Resolution. This means that I am emphatic and provide personal services, not commercial services, for my customers. I strive very hard to prevent them from needing to call back.
- So far in your career at Sutherland, what are your top three most important accomplishments?
The top three accomplishments I have achieved while employed at Sutherland are receiving a Platinum Award for a performance metric, maintaining excellent attendance, and making customers the priority while maintaining my First Call Resolution.
- Who at Sutherland has made the biggest impact on your career and why?
The company teams, trainers, staff, and my Team Manager have been wonderful. We work as a family. My Team Manager is excellent to work with and provides excellent coaching and genuine concern. The Team Manager and staff treat you with respect, and they do not make you feel bad if you fall short in performance metrics. They help you get your score back up and are very patient and professional.
- What would be your advice to someone who wants to work in your position at Sutherland?
The advice I would offer people who are looking to be employed with Sutherland and are offered a position, is to be patient and do not go anywhere because this is a great company. Therefore, if you do your job correctly, maintain your professionalism, and aim to improve your performance metrics, you will not have to worry about job security. Be open to change because innovation is always happening. Therefore, it is important to be professional, innovative, diverse, and flexible to adjust to changes.
- What makes Sutherland stand out from your previous employer(s)?
Sutherland has an excellent variety of contracts that are long term. The supervisors, trainers, and team mangers are very down-to-earth and professional. The company is family-oriented, and they recognize their employees and will go the extra mile to reward them.
- Which country that Sutherland operates in would you most like to visit and why?
I would like to visit the Rochester, NY, call center location to meet the staff behind the scenes, shake their hands, and to some, give them a hug for being so wonderful.
- What’s the best advice you’ve ever received at work or in life?
Tomorrow is not promised but today is here, so enjoy today as if it were your last day. Never take customers’ issues personal because it’s not you they are angry with, it’s actually the lack of empathy. My personal advice I share with people is that life is full of challenges; it is how we handle the challenges that determines the outcome.
- What are you looking forward to the most in 2017?
Entering a new program that will be fun, team orientated, and rewarding.
- Where do you see yourself in five years?
I see myself working in a management position as a Team Manager or working in my field of study, IT – Cyber Security, at a work-at-home entry-level position.
- What do you do outside of work?
I am a spoken words artist. I write poetry and speak Christian gospel in a poetic form. I also write songs, act in plays, and I’m active in the Women Ministry with my local church.
- What three words best describe you?
The three words that best describe me are genuine, intelligent, and creative.
- What are your favorite snacks or food to bring to work?
Pistachios, caramel apples, chips, and cookies are my favorite snacks.
- If you could have one superpower, what would it be?
The superpower I would like to have is to create instant miracles and impart wisdom and encouragement. If I had that gift, I would grant every sad, depressed, poor, and sick person their needs, not their desires. Needs last, but desires go to waste. Therefore, no one would be left unhappy.
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.