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Success Story Friday: Susan

November 5, 2010

Susan Byrdsong, Goodwill success story and graduate of our Banking & Customer Service training program.

When the economy took a turn for the worst, Susan Byrdsong wasn’t sure how she’d pull out of it.

She’d lost her job as a retail manager and started looking for work. With seven years of teaching experience along with her recent retail management job, Susan had high hopes of returning to the classroom. Unfortunately, she says, with the recession, there were no openings in the education system, even as a substitute teacher. To save money, she moved in with her family.

More than a year into her unemployment, Susan was watching the news one day and saw a story about our employment programs. She enrolled in Goodwill’s Banking and Customer Service training program, and by the time she graduated, Susan was hired to work in a Charlotte contact center for a national company.

She credits her success to Goodwill.

She began using resources offered in the training program and the support of Goodwill’s instructors to help her on the job hunt. Her instructors provided information on local job fairs where she could hand out her resumé and make connections.

“I enjoyed the atmosphere at Goodwill,” Susan says. “I enjoyed seeing the positivity on both sides – from the staff and the participants in the program.”

Today, Susan works as a Customer and Sales Specialist II with Convergys, answering calls from all over the country for a client in the automotive assistance industry.

“What I really like about the job is the communication. We talk to several kinds of people. We never know what calls come through,” she says. “I am the voice of the company and my initial interaction with the client ensures a long-term relationship with Convergys.”

Goodwill not only prepared her for the customer service aspects of the job, she says, it also helped improve her computer skills, which are vital when using the company’s computer system.

“Having my independence back is great,” Susan adds. “I like not being dependent on the system. I love the feeling of self-sufficiency.”

Editor’s Note: We publish a success story every Friday to get your weekend started off on a positive note! Want more Success Story Fridays? Read previous installments here.



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