In this series, our trainers share insights on how employees grow with HGS.
HGS: Tell us about your education and experience.
Brett: I have an associate’s degree with honors in liberal arts from Motlow Community College in Smyrna, Tennessee. Additionally, I have experience in the retail environment where I’ve worked for about 10 years. I’ve worked in management at a local family-owned convenience store for three years. At HGS, I worked as a customer service representative for two years. I’ve been a trainer with my current account since last year.
HGS: What’s a pro-tip you would share with those attending your training sessions?
Brett: To my trainees, I always emphasize building their capacity to adapt to change in a moment’s notice. While as professionals we need to be adaptable to succeed, HGS is in one of those industries that are dynamic and ever-changing. So as employees, we need to be on our feet to keep up with this fast-paced environment.
I also let my trainees know that my classroom is a safe space for doubts. I believe there is no such thing as a “dumb” question. In fact, I worry when there are no questions, because every day is a learning experience, and we grow with each day.
HGS: How do you make learning easy for new hires?
Brett: I am very aware of the fact that I am constantly learning, even as I am teaching my trainees. Since everyone has a different way of learning, my job is fast-paced. Being able to be on my feet, answering the tough questions or explaining a concept in a different way is exciting and challenging. Our account deals with the public every single day, and part of complying with federal law stipulates that we have to familiarise team members with the Americans with Disability Act (ADA). I learned a lot from that class while I was teaching it, and I have gained a new perspective, not just from the material but from other agents who have had experience with that law.
The diversity of everyone’s experiences not only impacts my training style but also, enables me to accommodate every type of learning style. My trainees recognize that I am engaged in the representative experience, having worked as one myself.