Meet Hazel Rodríguez one of our Subject Matter Experts in Costa Rica
Name : Hazel Rodríguez
Job Title: Subject Matter Expert
Office: Costa Rica
“I love how Tek Experts is so diverse”
I joined Tek Experts as a Service Desk Administrator in our Costa Rica offices back in 2014 but I got an offer for a customer support job somewhere else. I was on my way to sign a contract with another company when I received the call. In some ways it was a difficult decision as it meant I had to tell the other company that I didn’t want their job. But in other ways, it was a really easy decision as I was desperate to work for Tek Experts after being impressed on my interview day. I said to myself at the time: “This is the place I have to be.”
There’s no doubt in my mind that I made the right decision. I have loved my time here so far. The people are amazing, there are tons of opportunities to grow, and you’re constantly learning something new.
Hard work is rewarded
If you show a willingness to learn and you’re prepared to work hard, you’ll be rewarded here. After a year as a Service Desk Administrator, I asked my manager what I can do to make a step up. He set me up with learning materials to go and study. Then, when an opportunity arrived to move up to a Chat Supervisor for customer support, I took it.
I’ve always had a passion for helping people and the supervisor role allowed me to help my colleagues, by looking at their chat transcripts and advising them on where they can improve, as well as congratulating them on what they do well.
Since moving up to Subject Manager Experts last year, I’ve tried to be a mentor to my team. They come to me when they’re feeling a bit lost and they don’t know how to proceed with a customer request. Instead of just giving them the answers, I try to challenge them to work it out for themselves by asking questions and nudging them in the right direction.
I’m a people person and my mentoring approach is a reflection of that. The talent we have in the customer support team at our customer contract center is incredible and I believe it’s all about providing them with a safe and trusting environment in which to flourish. I regularly have one-on-one sessions with team members to understand how they’re feeling, if they’re clear on what’s expected of them, and how they wish to develop.
My team, which is about 26 people strong, is culturally and personality diverse. I love that about Tek Experts – it’s important that every individual on the team, including managers and leaders, stands side by side and understand the common purpose so that we’re all pushing in the same direction.
The Customer Contact Center is a non-technical team. We’re not all about technical stuff! We guide customers through their journey so that they get the specific help that they need without any delay. As we call it, we’re a bridge between the technical teams and the customer. It means we get to know all the different teams that work here at Tek Experts. Plus, we’re constantly learning as we need to get familiarized with all the different processes and product updates in the company, which are always improving.
At the moment, I’m focused on being the best mentor I can for my team. But at some point in the future, I want to become a manager. I’m looking to apply for Tek Experts’ ‘High Potentials’ program. Those who get accepted onto the program get management skills training so that they can apply for leadership positions. Fingers crossed, that will be my next step.