Why Good Customer Service Skills Could Be Your Secret Weapon
Christina Brown, 3rd from left, says she loves working at Sterling because she's kept on her toes. Photo courtesy of Christina Brown
Sponsored by Sterling Infosystems
Christina Brown, 3rd from left, says she loves working at Sterling because she's kept on her toes. Photo courtesy of Christina Brown
Celebrating nearly 11 years with Sterling Talent Solutions, Christina Brown currently serves as VP of Client Experience within Sterling’s Verified Volunteers division, which completes background checks and screening needs for nonprofit employees and volunteers. As Sterling often works with corporate customers, Christina and her team get to service a uniquely positioned market.
Christina loves the pace of her work: “I am a very action-oriented person,” she says. “The puzzles and challenges keep me on my toes!”
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She recently checked in with Fairygodboss, taking us through her morning and evening work routine, and sharing with us the most memorable career advice that’s helped her navigate her career.
How long have you been in your current role, and what were you doing previously?
I’ve been in service leadership at Verified Volunteers for five years. Prior to that, I was on the Sterling Account Management and implementation side. Before Sterling I was in the financial services industry.
What’s the first and last thing you do at work every day?
Specific metrics help me focus on where our business is at any given moment. I use Salesforce, looking at revenue reporting, as well as customer escalations. That’s also the last thing I look at, ensuring that I’m not leaving work during a fire!
What are you trying to improve on?
Currently there is a lot of focus on the client feedback cycle and the voice of our customers. I have initiatives with my team that emphasize our customer voice across the organization. I’m utilizing an agile development method in a customer facing way — applying different strategies to act faster in our client facing world.
What do you love most about your job or working at Sterling?
I love the pace of Sterling and Verified Volunteers — to constantly have a challenge and move faster. I am a very action oriented person. We’re highly regulated industry, so the puzzles and challenges coming with that keeps me on my toes!
What are you currently reading/watching/listening to?
I am a nerd through and through! I listen to a podcast called Planet Money by NPR. I am constantly reading business books – currently “Chief Customer Officer 2.0” by Jeanne Bliss.
What’s your #1 piece of advice for women who are looking for jobs right now?
Always be curious and look for constant improvement. Regardless of whether you’re entry level or beyond, seek improvement. Also, make it easy for others to do business with you. When you make it easier for people to access and work with you, it makes a difference.
What’s the most memorable piece of career advice you’ve received?
Two things. People buy from people. We’re in a B2B industry and it’s easy to say that certain dynamics don’t apply. But, be likeable and people will want to partner with you. If you’re not applying good customer service, people aren’t going to want to give you the win. Secondly, when you move up in an organization, your influence grows. In order to be effective in your role, your influence should grow across as you move upwards.
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