I started with Merchants in February 2008 as an agent in their iiNet Contact Centre. Although working in other contact centres such as Direct Axis, City of Cape Town and Woolworths. I truly took this journey seriously on that first day because I had a sick grandfather who needed to be rushed to hospital. I called my Trainer to advise I would be late. I thought the response would be, sorry your job has been taken. It was quite the contrary. He told me to come in as soon as I am able to. Once I arrived, he was firstly asked if I’m okay. When I joined my Training group, the group knew I was due to join and I was given a warm welcome. My first Trainer truly did not know how big an impact he made on me that first day. To this day I strive to be that Trainer for someone else. iiNet was also a start-up at that time and I was part of the 3rd group. We went through a total of 6 weeks of Training, in which we completed Sales, Billing and Support. I had no Technical experience but received the first prize for Billing, Sales and 2nd prize for Support. I was also one of the first 6 seniors (2IC) for the Cape Town site, there was more than 50 applicants in the rigorous process which had interviews, an assessment and Psychometric evaluation. This was an amazing achievement in my career and was richly rewarded. I was one of 3 seniors allowed to work in Australia for 3 months and obtain a new skill in one of iiNet’s other Contact Centres. When I returned I was allowed to do Training sessions with teams to pass on that knowledge. I was then recommended to apply for a Training secondment role soon after when the Training team lost a Trainer. I was overwhelmed at the opportunity and learnt a lot in the 8 month period. A Trainer role then became available which I applied and was successfully placed in on 1st October 2010. As a Trainer at iiNet, due to being an agent and senior on the floor. I trained all skill sets: Sales, Billing, Support, Provisioning, Fibre and Faults. I was then allowed to apply for a position at one of our other Business Units: EE (Everything Everywhere, which is the merger of the Orange and T-Mobile brands) I started as a Trainer in February 2012 and travelled to the UK for 1 month in order to get the client Training. This business unit started as a Sales Contact centre and with time evolved to offer both Sales and Customer Service as a service offering. I supported in the start-up of both the Sales and Customer Service Contact centres. In November 2012, I applied for the Merchants Management Development Program. I was successfully started the program January 2013. This allowed me to get a broad aspect on management for my career development. I was part of the team which achieved the best results in our class with an individual pass result of 77% and a group result of 86% for our theses on Attrition in Contact Centres.