Kelly senior

#MEETECHO gives you, our resident, a better insight into who we are as your support team! In this edition we interview Kelly Senior, EchoRealty’s Customer Experience Officer — someone you may have already chatted to over the phone!

How long have you been working with EchoRealty?

I have been a Customer Experience Officer for 5 months as this is a newly created role. I chose EchoRealty because it is a company that strives to help people and that is what I am passionate about.

I enjoy working with the team, and together we develop new ways to improve the clients experience who are dealing with EchoRealty. I am always willing to take on new tasks and challenges as this is part of my learning experience, this keeps my mind thriving and the role more interesting.

What were you doing before you came to EchoRealty?

I was a Payroll/Accounts Payable and Receivable Officer at a company in St Mary’s for over four years, although I enjoyed my job very much, I decided to move on. That’s when the job at EchoRealty popped up and the rest, as they say, is history!

What made you want to work in the Customer Experience Team?

At the end of the day, it’s all about helping people with all their enquiries. Because the Experience Team is a new team, I was encouraged by the opportunity to play a part in building this team into a 5-star service that our clients and colleagues can appreciate. There’s also a great opportunity here to grow and learn more about the business through moving around the company as I believe it is important to understand what my colleagues do.

What is a typical day like for you?

A typical day for me involves a lot of phone calls (sometimes about 100 calls a day), accommodating any walk-in clients.

Some of the interactions have been eye-opening because of people’s unfortunate circumstances like desperately needing accommodation and even people experiencing homelessness. This job however is rewarding in the sense that you are helping people find a new place to call home.

Even though I’m mainly answering the phone and helping people with enquiries, this team is the first point of contact, and it is so important to give an attitude that we do care and want to help. Being more helpful, hearing and seeing great outcomes is what keeps me going.

What kind of impact do you think the Customer Experience Team has on residents?

Since I started at EchoRealty, the team and I have made a difference by being able to take calls efficiently and assist clients in any way we can.

We understand that there’s nothing worse than trying to ring and have no response or only to be put on hold for hours. It’s definitely not like that here, as we all do our best to answer all requests and if we can’t then we find someone who can.

What’s your favourite thing about working for EchoRealty?

I really love working at EchoRealty and being a part of the EchoRealty team. Every day is different, we are constantly striving to improve our service and set high standards.

In my current role, it has given me the opportunity to be able to learn all aspects our business has to offer. This allows me to continue to grow my knowledge with the support of my team members. I also enjoy EchoRealty’s team building exercises

What inspires you?

Just to be happy that I have a job. I try to take each day as it comes, and I think every day you just have to appreciate what you have.

I love learning and that inspires me to keep doing what I do best and that is helping our clients. It inspires me when people ask for me personally, as this means I have developed a great rapport with that person. The clients know that they can comfortably reach out and ask for help.