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Fibrus People Spotlight August 2023 Q&A

2 weeks ago 1 min read

In this month's People Spotlight, we get to know Customer Experience Specialist Charlotte Kirkpatrick.

  • Name:

Charlotte Kirkpatrick

  • Job title:

Customer Experience Specialist

  • Where are you from?

 I am originally from Maghera, but I live in Coleraine

  • What do you like to do in your free time?

In my free time I love nothing more than heading out for a family meal.  We live near the coast and are fortunate to have so many lovely restaurants to choose from.  I also love a day out shopping with my mum and sisters and we always try to do something fun for the kids on the weekend.

  • What are you passionate about?

I would say my children in a nut shell.  I am very much focused on ensuring they are raised with good morals so they know right from wrong and hope they look back when they are older and can see they were raised with their future in mind.  I feel it’s important to lay down good foundations.

  • What’s something you saw recently that made you smile/laugh?

I am lucky enough that my kids make me laugh every day.  However, we recently were at a circus and my husband was chosen to go into the ring with the clown (he had to wear a funny outfit) – that was a Propper belly laugh moment for us all!

  • How do you like to wind down from your day?

After the kids go to bed and the house is back in order, I will either listen to an audible – usually a mindset book or something in relation to affirmations/manifesting or binge watch something on Netflix – usually a Documentary about unsolved crimes.

  • What does your typical day in Fibrus look like?

Well, in our team there is no such thing! Every day is different and presents a new challenge which is what I love!  We are a small team of two who evaluate and improve the experiences of our customers.  This industry is ever changing and it’s important to be ahead of the curve if we want to bring the best customer service to our customers.

  • What’s a work-related accomplishment that you’re proud of?

There is a few.  I am so proud of the growth in our department within the business and the talent we are seeing come through.  However, I was really proud to win the Unsung Hero award for customer focus at our Fibrus Ball.  I am very passionate about turning a negative experience for a customer into a great one and in my first year at Fibrus this is what I focused on the most.  It was lovely to be recognised for this.

  • What’s your go-to productivity trick?

 This is something I have actually learned over the past couple of years… we all need tricks to improve productivity.  My go to is getting rid of any distractions and prioritising my tasks in order of importance.  Sometimes I need a little motivation as my role can be challenging and sometimes it’s difficult to find solutions (we always get there in the end).  I have my go to people within the business who always brighten my day and give me the words of wisdom I sometimes need.

  • What led you to this career?

 My background is in Sales, and I have worked in lots of industries in a variety of roles.  I felt my time with Sales had come to an end.  I had been lucky enough to win awards and achieve personal and business goals within the sales environment. However, I wanted a change and to challenge myself,  and that led me to customer service and the customer experience.  I absolutely love my Job! The people within Fibrus are what makes it such a great place to work and especially those who mentor me and have helped shape my role within Fibrus.  It’s a very encouraging place to work which makes a delightful change.

  • What motivates you at work?

There are few things that motivate me.  The first one being my children.  I want them to see that if we choose a job we love it won’t feel like work and that mums can be more than just mums.  Secondly, the results we produce for our customers can be very rewarding.  I love nothing more than resolving complex issues either internally or for our customers.  That keeps me going!

  • What’s the best advice you were ever given? Who was it from?

I remember my granny told me years ago when I was complaining about something as a child, “Comparison is the thief of Joy!” As a youngster it took me a while to figure this out.  But once the penny dropped, I found it so powerful.  I try to go through life in my own Lane – everyone’s journey is different, and we should only be comparing ourselves to who we were yesterday!

  • What book, movie, music, etc. changed your outlook on life?

The Secret by Rhonda Byrne – once I read this, I read her three books that followed this.  It completely changes my outlook on life… I would highly recommend!

  • If you could choose a superpower, what would it be?

I would love to be able to click my fingers like Mary Poppins and have the laundry done and dusted, the dishes done, and the ironing complete! The never-ending joys of a busy household!

  • What’s the top destination on your must-visit list?

Jamaica! – I can’t wait to go there someday.

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