Profile the Promotion- Kathleen Grice

By Amber Kukiela | Amber is the Candidate Experience Specialist for Sutherland Global Services. 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 Philosphy 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.

Sutherland Global Services offers employees countless ways to learn new skills and expand their horizons. We offer extensive employee training through our professional development courses. No matter what your field of interest is, we seek to develop your innate qualities and help you achieve your goals. Spotlighted here is one of our superstars who has utilized these opportunities to further their career at Sutherland!

  1. What would you say was your most memorable challenge at work?

I actually came to Sutherland as the site Quality manager and a shared resource in February of this year from another, much smaller BPO. I was brought in initially with the challenge of helping to move quality for a struggling client that was being handled by the client’s new and nervous vendor manager; not only was I new to the state and the site, I was new to the client and the retail industry it supported. However, with a lot of patience, luck, and hard work, in just 6 weeks after my arrival we were able to move quality from 76% to exceeding our goal with 87%!

  1. How do you believe you will communicate the “core values” here at Sutherland Global services in your new role?

I make every attempt to “sneak in” at least one or more of our core values into every one of our program meetings as well as in one on one conversation with my consultants. I also believe that we have a great advantage through the use of our Extra Mile program to reinforce and recognize our team members when they display our core values; the ability to call out the positive and have the discussion helps further the communication and makes us all better as a company.

  1. What is one characteristic that you believe every leader should possess?

Integrity is the one characteristic that I believe every leader should possess.

  1. What do you “owe” yourself?

I’m not certain I owe myself anything; I stay so motivated to work and learn that I don’t want to stop! Maybe that dream trip to Malaysia?

  1. What are you doing to ensure you continue to grow and develop as a leader?

I have completed my Six Sigma Yellow Belt, but am going forward with my goal to complete my Black Belt; additionally, I am excited that I get to complete the LEAD and Continuing Education classes that Sutherland offers internally. I don’t think that you can ever stop learning or growing as a leader, or at least, I certainly hope not!

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