A contact center is a people business and that’s certainly the case at Epiphany - our people are the beating heart of our business. As the leader, it’s my mission to ensure that our agents are equipped with the right problem-solving skills, domain expertise, and can-do attitude, so we go beyond the service our clients expect.I have worked in the customer care business for nearly my entire career, starting as an account services representative in a call center while I was finishing up college. At the time, it was just a part-time job to earn a few bucks, but at the point, I was about to take a job in banking, I got a tap on the shoulder from a leader who would ultimately become my mentor. I was offered a job in a management training program… and in nearly 30 years of working in the business, I haven’t turned back. Having started as an agent and worked my way through various roles in sectors such as retail, credit customer support, and financial services - I understand the challenges agents face and the huge opportunities that exist to make the job more rewarding and deliver stellar service to customers.I aim to ensure my approach is empathetic and for Epiphany to offer employees a healthy work-life balance, combined with interesting and meaningful work. Today it’s me doing the shoulder tapping, developing a passion in our team members to deliver the support and experience that customers deserve.Throughout my career in contact center leadership, I’ve built a track record of improving processes and procedures within highly regulated industries while promoting national brands and delivering superior customer experiences. Translated to my role at Epiphany, this means being able to drive value for clients, as we help them improve their products, services, and CX processes.Outside of my life leading our contact center, I am a big fan of the great outdoors. Living in beautiful Ohio, at the heart of it all, I like to explore this amazing country and enjoy fishing, kayaking, hiking, and camping.