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Heather Gann

My name is Heather Gann and I’m 29 years old. I was raised in a very small town called Fayette, Alabama. I graduated high school in 2008; it wasn’t just myself though. I graduated from high school being a single mother of not one but two beautiful children. At the age of 15, I had my first child, then 10 months later, unexpectedly I had my second child.

I had to grow up fast; during school I worked at a fast-food restaurant barely making ends meet. A few months after high school, I had a life-changing domestic violence situation with my children’s father. I knew then I had to leave my hometown. I got online searching for jobs and praying for a better opportunity for myself. That’s when I came across a post for Sitel, at the time about 25 minutes from my hometown. I had absolutely no clue what I was getting into, but I knew it was going to be a leap of faith I couldn’t turn down. So I applied and got a call for an interview.

A few days later, I went for the interview and was hired on that day. I had never worked at a call center nor did anything but fast food and was right out of high school. My journey with Sitel started in September of 2008. My first day of training was life-changing. The environment, and the people welcoming you with open arms, it was just an overall comforting atmosphere and where I needed to be at this time in my life.

A few months go by and I saw myself open up because of this experience. I was able to communicate with people, the motivation my coaches gave me helped me not only at work but also outside of work. I was able to overcome fears that I have had all my life, become a better mother and explore outside of my comfort zone. That being said, I was able to pack our things, and move closer to work. The goal of moving away from a toxic situation was completed and I couldn’t have done it without Sitel.

After a year and a half of becoming part of the Sitel team, I was promoted to be a floor walker, which was a huge step for me. I have always had a passion for helping others, but communicating with
people was a big issue for me. My coach at the time believed in me when I didn’t believe in myself. He pushed me to be the best that I possibly could be and more. By having that by my side, not just as a manager or coach, but as a friend I succeed. Shortly after I got promoted, we got the news that the site would be closing. It was truly a tough “See You Later”.

During the next 4 and a half years, the experience I got from Sitel helped me along my work journey. I became a department manager at a retail store. I would have never been able to become a manager if it wasn’t for the amazing leaders I had at Sitel. They all were a true inspiration to me and I carried it with me as we went our separate ways.

At this time, I finally met the love of my life. We got married on 12/12/12, and welcomed a precious baby boy into this world in January 2014. Shortly after he was born we moved an hour away to Hamilton, Alabama, my husband’s hometown. Not only was I excited for him to be back home, I was excited because right before our move I was online looking for job opportunities in the area. That’s when I came across a post from Sitel and I had to apply.

Finally, in September 2015, I was officially back home as a Sitel associate. I was drawn back to Sitel mostly because of the impact it had on my life before. As well as the people, they were family away from my own family. The motivation and encouragement you get from management and other co-workers, to push to do better for yourself is what keeps me pushing for my goals to move up in the company. It is not just on the good days; it’s even on your worst days. The customers you work with every day over the phone are truly life-changing and most of the time they don’t even realize it. It can be challenging, heart touching, a true emotional roller coaster at times, but altogether the bond you have with customers is simply a life-changing experience for anyone.

Unfortunately, in 2017, my father had a massive stroke, my coach and operation manager were my rocks. The support I received during this time I will forever cherish. They helped motivate me from the time I clocked in from the time I clocked out. During this time, I interviewed for a CTT position. I knew I wasn’t mentally prepared for the position, but I knew I needed the interviewing experience. The encouragement through making a decision to do this interview with all that was going on was truly unbelievable.

Shortly after, I was faced with the decision to take a leave to care for my dad, so I knew I wouldn’t be able to take the position if I did get it. My coach and operation manager told me something that will forever stick with me… “Cherish each moment with passion, follow your dreams… Life is way too short.” Things took a turn for the worse. In September 2018, my father passed away. The sympathy and support I received from everyone at Sitel was mind-blowing.

That being said, I cherished the moments with my father, and now I’m going to follow my dreams to move up in this company one day. Sitel has opened my eyes from being a young single mother, overcoming fears, teaching me about life, and so much more till now. And this is my Sitel story.

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