It’s fair to say that not many people relish the opportunity of handling several responsibilities at a time, especially at work due to the difficulty in its successful execution. However, there are a few who don’t let go of any opportunity that comes their way and makes sure that they do an outstanding job of it. Today, we are in conversation with one such bubbly yet responsible soul of ICCA, Joah Ledesma our Customer Care Executive who never fails to find passion in whatever she does. She’s not only great with her clients but she also manages the operations and outside events with so much ease that it will make you wonder if there’s anything that she can’t do.
Joah’s story is an interesting one, but before I unveil everything in the introduction itself, let me share the conversation I had with her about her work, passion, motivation and much more. Keep reading.
Shruti: How long have you been working as a Customer Care Executive?
Joah: Almost four years since I decided to switch my profession from being a nurse.
Shruti: Wait, What? You are a nurse?
Joah: (Laughs) Yes, I am a nurse by profession. In my family, everyone is into the Health Care industry so naturally, I was also inclined towards the medical field. Initially, I wanted to become a doctor but due to some circumstantial reasons I couldn’t go ahead with the plan and went for the nursing program instead.
Shruti: Then why did you choose another profession after that?
Joah: I worked as a nurse for some time, but I had to soon give up practising because of some health issues. You have to be physically as well as mentally strong to work in a medical field and my health conditions didn’t allow me to take that kind of stress back then. So, as soon as I realized that I won’t be able to continue in this profession, the next best option in front of me was to join the BPO industry which was booming in the Philippines at the time, and that’s how I started in the Customer Service field.
Shruti: How was the transition from being a nurse to customer care executive?
Joah: In both the cases we are helping people but in entirely different ways. One needs your compassion & professional expertise and the other needs some patience & people skills. I love interacting with people and I am a talkative person as well. So the transition wasn’t that difficult for me. In fact, I felt at ease from the very first day itself.
Shruti: How was it for you when you joined ICCA?
Joah: Before ICCA, I used to work in an F&B company in their customer service department itself, so the industry wasn’t entirely new to me, but the work definitely was. Here at ICCA, your customers are students and you interact with them in person on a daily basis. Now, doing customer service in person is totally different from doing it over the phone. That was a challenge for me in the beginning but as I said since I like to interact with people, I figured it out soon.
Shruti: Could you give us a brief on your responsibilities in ICCA?
Joah: I do customer service on and off the phone, manage the front office, admission procedure and nowadays I go for outside events as well to interact and experience more.
Shruti: Tell us a little about your experience at the events?
Joah: The very first thought that I had in my mind when I was given the opportunity to work in the events was that this is going to help me explore another side of me, and I am glad it did.
So far, I have been to Taste of Dubai, Taste of Abu Dhabi, WorldSkills and Dubai Airshow. I could say the best experience was at the Airshow as I got the opportunity to experience cooking along with our students there. I love cooking and I wanted to know how exactly things work when our students go for events like this so that I have a better understanding of what I am explaining to the prospective students.
Shruti: Among all these multi-roles that you play at work, which one is your favourite?
Joah: Customer service for sure because I enjoy interacting with people more than anything else.
Shruti: You have good people skills. How do you handle difficult clients?
Joah: For me, there’s no such thing as a difficult client. People are different and so are their requirements. You just need to keep that in mind when you are talking to your clients. There’s no particular format or pattern that you follow with everyone, it’s all about how flexible you could be to accommodate them and make them feel comfortable interacting with you.
Shruti: What motivates you to be the go-getter that you are?
Joah: Things won’t happen if you just wait around for it to happen. You have to move towards what you want for it to happen the way you want. I could say this belief system keeps me motivated to do more.