SPOTLIGHT ON INDUSTRY STARS

There was plenty to celebrate at the 2011 Manawatu Contact Centre Awards last Friday night as time was taken to acknowledge and applaud excellence in the industry.

Shining bright

For Sam Mackie from FMG and the winner of the ETITO Personal Development Award there were also a few tears – thankfully they were of the joyful variety.

“In my four and a half years at FMG I’ve achieved so much more than I thought I could. Being recognised outside the company meant a lot,” she said. “It’s always a good night, the people are great and this year it was fantastic to see sponsors for each of the awards.”

Sam’s role at FMG sees her leading a team of 12 insurance consultants who field calls through the FMG 0800 number. Her drive and determination also sees her working on another project too.

“I like to think I’ve been identified as a go-to person. I like putting my hand up for new things.”

Without a doubt Sam makes the most of every opportunity, taking on formal study with the Open Polytechnic and participating in internal training and development opportunities throughout the year. This year she had an opportunity to put into practice what she was learning.

Sam Mackie receivers her award from MC Leigh 'That Guy' Hart and ETITO training manager Brian Butler

“I have recently moved into the team leader role and in my personal development I had included two goals about being an effective manager and dealing with performance management. Very early on it was put to the test when I had to have a discussion about performance with a team member.”

With six monthly reviews where she is given the opportunity to identify the areas where she’d like to develop her skills. Sam says she has achieved her short-term goals – but hasn’t taken her eye off the long-term either.

She says FMG’s management is very supportive. “My manager and my manager’s manager get me involved in as many things as possible. No one at FMG stands in your way.”

ETITO congratulates Sam on her award and we think she is definitely someone we’ll all be hearing more of in the future.

Congratulations all round

It was also a great night for a number of other organisations who use national qualifications as part of their training and development programmes. A great reward for all their hard work!

Contact Centre of the Year: New Zealand Transport Agency

Contact Centre Manager of the Year: Teresa Haley, Horowhenua District Council

Trainer of the Year: Thairone Human, Toyota

Contact Centre Team Leader of the Year: Jared Burns, Toyota

Also celebrating on the night were:

Contact Centre Team of the Year: Customer Acquisition and Retention, Contact Energy

Contact Centre CSR Agent of the Year: Donna-Marie Hansby, Contact Energy

Support Person of the Year: Leanne Doherty, Crombie Lockwood

Initiative of the Year: Palmerston North City Council/Horizons Regional Council Joint Initiative – February 2011 Canterbury Earthquake