As we continue to focus on our development throughout the year, we’re bringing you another example of how one of our colleagues focuses on theirs. Here’s Jess’ story…
Jess Sherwood – Senior Consultant, People Development, Contact Centre Operations
“Fresh out of college I joined Carnival in 2013 on a fixed term contract as an Admin Assistant in the Guest Relations team. I joined a few days after my 18th birthday and I’ve developed so many skills since then!
I genuinely love working in CCO and really am ‘home grown’ here. I’ve been a Complaint Handler, a Team Leader of 14 colleagues and now, a Senior Consultant. I naturally enjoy supporting and developing people so when the opportunity for my current role came up, I went for it.
My role now
I love how broad my role is. I have a holistic view of all colleagues across CCO and I’m responsible for how we communicate with them, engage them and look after their wellbeing. Having grown my career in the Contact Centre I can relate to our people which really helps.
I am accountable for our internal knowledgebase system as well as quality assessments for the entire department. I’m also responsible for the recruitment, training and induction of new starters into CCO.
Developing my leadership skills
The biggest thing I’ve developed since starting at CUK is my leadership skills. I’ve done this by working with mentors and by asking for feedback at every opportunity. I always value speaking to others that have more experience than me to learn from them.
I also regularly review my Insights profile. This is a tool that helps people to understand themselves and their colleagues better so they can form great working relationships.
Giving things a go
I believe I’m quite self-aware so when I think I’m struggling with something I’ll try and research it first. My best strategy for development though is just doing something. I like to push myself out of my comfort zone. As much as it’s a challenge I enjoy having a first attempt at something, then learning from improvements that can be made so that next time I can do an even better job.
Like everyone, I have the occasional feeling that I’m not good enough and I can do better. In some ways it’s true as we can always do better in every situation. That said, it’s also important to think about how far you’ve come, as well as how far you have to go. Self-reflection and self-appreciation is so important.
I really do enjoy the work I do and the job I have so it can sometimes be difficult to know when to draw the line at the end of the work day, especially when working from home. It’s important that you get some downtime to recharge. My husband often threatens to cut the plug off my laptop charger so that often helps!
My best piece of advice
My best piece of advice is that not every opportunity is obvious. Sometimes you need to create the opportunity. Put yourself out there, be great at what you do and make a positive impression on the people you interact with at all levels.
What’s next for me? I’m not sure yet! I definitely want to progress, but I’m not sure in which direction yet. For now, I want to excel in my current role and establish a sense of routine and normality once we’ve returned to service.”
Thanks Jess!
As Jess mentions, leadership skills has been the biggest thing she’s developed recently.
– Are you a people leader or do you aspire to be one? Take yourself through My Best Me: People Manager on The Cove to start building your leadership skills.
– Jess also talks about giving things a go and learning from that first attempt. Read this book insight to stop fear getting in the way of giving things a go, and what to do when things don’t go quite to plan. If you haven’t already, just sign up with your CUK email address.