My life took a twist when I joined the insurance industry, back in 2008. I started working as an outbound sales consultant at O’Keeffe & Swartz, where I sold short-term insurance. In 2010 June, I joined the dynamic sales force in Clientele Life, under IFA division. There I worked for a year, and in 2011 August I joined the vibrant NCC department. I was then exposed to a lot of learning and grooming by the management. The significance thereof was to instil in me a deeper understanding of what the department is about. Through determination and willingness to grow as an individual, I managed to embrace and apply the values that the company upholds in its daily dealings. And those being, respect, passion, customer excellence, integrity and teamwork. It is with respect that we treat each other as the staff, and most importantly, we treat each client with respect and fairness. This also taught me to deal with each client’s query with passion, to show that I am interested in their query. Amongst our values is teamwork, its significance is so great such that it helps me to share information with the team so that we all communicate the same language to the clients about our processes and product information. This helps our clients to be at ease, knowing that their insurance needs are taken seriously. I had received a lot of support, from the management and fellow colleagues. The leadership in the department has the ability to identify and nurture the potential in an individual. In the process, I had developed tremendously in the department. It was in 2015, when I was promoted to be a senior consultant. This also saw me winning an award at our YEF, as one of the consultants who make things happen within the department. This was as a result of me embracing our core values and recognising each client as important, and not as just another number in the queue. My role and responsibility had grown to assisting with escalations and complex queries, and making follow –up calls to clients with unresolved queries. This meant that I had to fill in for my supervisor when she is not in , helping my colleagues with logging of calls with IT when system issues arose. This helped and is still helping to ensure that we attend to our clients’ queries with urgency and efficiency. I also do buddying sessions with other fellow colleagues to help them improve their telephone etiquette, as this helps to communicate in a proper manner with our clients on the line.