Having studied Microbiology at WITS and qualified as a Microbiologist in 1997, I never dreamed I would end up in the contact centre industry, however during my internship at HTH Pool Chemicals where I worked in their water analysis laboratory, it was here that I was first introduced to the wonderful world of contact centers and have never looked back. For the past 19 years I have been actively involved in the contact centre industry with extensive experience particularly in the motor industry. The motor industry is where I got my first position as agent in a contact centre, I remained as an agent in the motor industry for 3 years before being afforded the opportunity to get involved in the setup of Pick n Pays’ Online Homeshopping Contact Centre and manage the operation. From here the industries I serviced include medical, insurance and retail services with the motor industry being the longest. During this time I gained invaluable experience in the design and setup of contact centres, taking over existing operations, implementing strategies, processes and technologies to improve performance and productivity in all areas. My passion for people, coaching, training and people development have played a pivotal role in the success of the contact centres I have managed. I havebeen part of and involved in several motor industry customer service events and have been fortunate to attend various Call Centre Conferences as a Guest Speaker/Panelist, which has enabled me to give back to the Contact Centre Industry and also have the brilliant opportunity to work alongside truly amazing contact centre experts who have positively influenced me in many aspects of my life and career. 'If you believe, you can achieve' - that's my motto! My current role is Operations Manager of the Customer Care Centre for Toyota South Africa Motors (Aegis BPO Holdings).