who we are
Howard Bell
Red M&M Personality Traits
Howard has always identified with the beloved, highly recognizable Red M&M. Red’s traits are listed below and remarkably match Howard’s personality.
- Red is the smartest M&M
- He is confident, passionate
- Ironical, strong opinion
- He’s loved and adored worldwide
- He won’t crack under pressure
- He’s cheerful, energetic & fun
Let me begin by telling you a little about myself. I believe in working hard and getting the job done. It’s important to inject a little humour along the way, so that work can be more enjoyable. I start from the position that everyone has value and automatically gets respect. There is always a positive path through every situation that produces a WIN-win outcome. If you can’t find the WIN-WIN, you have not looked hard enough.
With a love for mentoring, I believe most people given a chance, will amaze you with what they can achieve. The secret is to be able to communicate well enough to create an environment of inclusion and engagement in which they flourish. You need to start with a positive attitude and a positive approach.
Throughout my 20+ years of experience, I have always been an advocate of the customer as the owner of Customer Support or the organization’s customer services. My work experience with local, national and multinational companies with a Serial Entrepreneur who understood the value of respect and communications. This experience has allowed for many stories and success, along with lots of learning opportunities too!
My experience in building out the various teams (sales, customer, technical
support and special teams, in addition to mentoring programs for each. have had a high degree of continuity and success, not to mention a few awards along the way.
Implementing and delivering the technical training required to get the job done is only half the job. Customer service tools and training plays a huge part to ensure an agent is equipt with the proper tools and knowledge to achieve the best customer interaction results. Empowerment of an agent to do their job as effectively as possible has a tremendous payback.
This element is often missed or performed poorly. The best teams always consist of the most capable agents that provide amazing customer experiences. This is what makes the company look spectacular.
Of course, it all starts at the top of the management chain with the executive / management team providing a clear directions with a clear corporate mission statement (with respect to how the customer is to be handled) along with well-established corporate core values, policies and procedures that document the company’s commitment to Customer Service.
My passion is working with all the players and structures necessary corporate and personal success!
Jacquelynn Petrie
Ms. Brown M&M Personality Traits
Jacki identifies with Ms. Brown. The New York Times described Ms. Brown as, “an intelligent woman with a sharp wit who finally decided to reveal herself after working…as ‘chief chocolate officer.’”
- Ms. Brown has an impressive personality
- An extremely smart career woman
- Dependable and stable
- There are many layers to her personality
- She is no nonsense and magnetic
- People like being around her
- She is the coolest M&M
I have always believed in the importance of having fun while you work. After all, you spend a third of your life there. This by no means that work has to be sub-standard. Happy colleagues become loyal and productive colleagues.
It has also always been important to me to remember where I came from. There are others who will enter the business world and will not understand certain concepts in the same way I do. As a trainer, I have learned it becomes my responsibility to be patient and assist others in this learning process. The best way to realize this is to use all means possible to achieve the goal. This sometimes manifests in the guise of a silly game, a funny story, clues that trigger memories or a clear and concise definition. Whichever it turns out to be, I hold on to my “can-do” attitude and firm belief that there is a positive solution to every problem.
Further along in my career, I learned the methodology for developing the policies, procedures, vision, mission and ethics statement of a company. Collectively, these process mapping elements, ensure compliance with laws and regulations, give guidance for decision-making, and streamline a company’s internal processes. Understanding and defining these concepts form the foundation for all activities in an organization and putting them in writing also benefits your employees.
I have more than twenty years experience in the non-profit, corporate and government service sectors. My expertise lies in the areas of membership management, database management and integrity, analytics, process mapping, finance, training and tracking. I have advanced computer skills in Word, Excel, PowerPoint, Microsoft Access, Salesforce CRM, Asana and iMIS.
The
Advantage
The HTK Advantage is what sets us above the rest.