You may have heard about Tech Impact’s newest workforce development program, CXWorks. If you haven’t – CXWorks is an eight-week development program that offers free job training to young adults in the Las Vegas community who are ready to start their career in mastering the customer experience. Students immerse themselves in the skills and knowledge required to be a customer service professional and graduate ready for diverse call center positions. CXWorks is taught at the Historic Westside School(the same location as ITWorks Las Vegas) in our new Tech Impact Community Center in partnership with Barclays. Pamela’s story is the second in a five-part interview series of the inaugural CXWorks class. Read about Stephanie Pauli here, and read on to learn more about Pamela!
CXWorks: What about the customer experience industry piqued your interest in starting a career in that field?
Pamela: Well I thought that being in customer service and working with people would be a great field for me. Beforehand, I was mostly working retail jobs. I wanted to transition into something that was more professional that would also allow me to continue to work with people.
CXW: How did you hear about the CXWorks program? What made you decide to apply?
P: I heard about the program online. I was searching online and just happened to come across the website. Honestly, I would say that the customer service skills and opportunity to practice professional communication before being in the field was really attractive for me.
CXW: You are now an official graduate of the pilot CXWorks class. Congrats! Reflecting on your eight weeks in the program, what was the biggest challenge you faced? Do you have a favorite moment or memory that epitomizes your experience?
P: I think my biggest challenge was adapting to the differences in communication from person-to-person to talking over the phone. I never knew that smiling while speaking to a customer on the phone could have such an impact on the outcome of the phone call. We had an opportunity to practice our phone etiquette at Three Square, and it opened my eyes to the fact that each phone call is extremely unique. I don’t think I can pick one favorite moment! Everything was so amazing. We were all trying to better ourselves and pushing towards our goals. I can’t choose one thing from the whole experience that is better than that!
CXW: Tell us a little bit about the relationship(s) you developed with your peers and the CXWorks/Tech Impact staff.
P: Everyone in the program is so personable and understanding and knowledgeable. My classmates were all ready to succeed and push for greatness. We supported each other through the challenges and successes. I know that the staff want nothing more than for us to reach our goals, so having them behind us was so valuable.
CXW: Now that you have graduated, what’s next for you? Any employment opportunities that have presented themselves to you?
P: I’ve been job searching all week! I don’t know exactly what’s next for me, but I’m very interested in working at Barclaycard. I’m really open, though. I just want to take the skills I have learned and apply them to a job where I can make a difference.
CXW: What is your ultimate career goal(s)? Where do you want to be in the next year or two? 10-15 years?
P: Well, I think I’d like to be in a management position at some point. But like I said before, I just want to do something that puts my skills to use and makes me happy.
CXW: What are your hopes for the future of CXWorks in Las Vegas? What do you think it can accomplish for the customer service industry?
P: I just hope that it brings young people hope knowing that they can accomplish their goals, grow, and develop even when they don’t think they can. This programs allows people to bring out the best in themselves. It can change the industry here in Las Vegas.
CXW: Many entry-level customer service/experience positions do not require previous experience. What value does training like CXWorks bring to your resume? Are there added benefits of being able to say you completed a program like this?
P: I would think because of the skills and knowledge that CXWorks not only teaches, but allows us to put into practice; there is a definite edge that graduates have in comparison to other entry-level job seekers. Not only are we motivated and driven, but we have this training under our belts to show that we are serious about our future careers.
CXW: What has been the impact of CXWorks in your life?
P: I would say it has been awesome! It’s so inspirational and epic. I want anyone to know who is considering this program that it is beyond amazing. I don’t think I would have the same confidence in applying for jobs that I have now had I not been part of this program. I feel more prepared than I ever have before.Give yourself an edge over entry-level job seekers and apply to CXWorks today: