Thank you for the privilege to enter this awards process. Being as passionate about leading successful call centres, I would love to engage with other members within this industry as we need to learn from each other. Partnering brings about a sharing of knowledge. As much as working within contact centres has been my entire career of twenty-two years, I am still hungry for continuous improvement. Working with people and systems within contact centres really contributed to my resilience as a person and leader. The gratification I feel when a new call centre agent walks into my call centre, yearning for skills, guidance and development, knowing that I am able to mould a successful and skilled individual in the industry, is overwhelming.