Meet our Contact Centre graduate: Mapa
Customer Service Representative (CSR), Auckland Council
Contact Centre Training, Contact Centre Operations – Level 3 - Solomon Group
She has had her fair share of setbacks, but now single mum Mapa is sitting pretty with an exciting new job as a Customer Services Rrepresentative in the contact centre at Auckland Council.
Tell us about yourself. I left high school in 2012 with my Level 2 certificate and a scholarship to study law at university. Unfortunately, partway through my studies I had to have heart surgery because I had rheumatic fever. I took two years off to recuperate and sadly my health was never good enough to return to such intense university study. I went on to have a child and was a stay-at-home mum for two years. I also did a bit of volunteer work and studied IT part time. Once my son went off to kindy I actively started looking for employment. I was really keen to get into a contact centre because I love talking to people and building connections. I got lots of interviews, but never secured a role, due to my lack of experience. It was really hard to get somebody to give me a chance – until I stumbled upon this course. It’s done with Auckland Council and gives you a real chance for a job, as long as you prove yourself. As soon as I found out about it, I grabbed it with both hands and went for it.
How did you enjoy your 12 weeks of contact centre training? I enjoyed every minute of it! I came into this course thinking I knew a lot about telecommunications, but it was far more in depth than I’d imagined. Every day was different, and every day I learned something new. I especially loved the onsite training we did at the Auckland Council, as it was great to get into a workplace and see how the industry really works.
How did you feel when Auckland Council offered you a job in their contact centre? I burst into tears! I threw everything at this, and it was such a relief to succeed. My goal is to be a great role model and set some standards for my son to aspire to, so going home and sharing the news with my family was a big thing for me. I am so excited and can’t wait for this next chapter to open. I am a person of progression and am very focussed and determined. I want to work as a CSR for around three years and then become a team leader or floor walker. Two years after that I want to be in management and my very long-term goal is to crack HOD (head of Department!)