A journey through the heart of customer care

Painting experiences, one interaction at a time

Jovan Tagra

07-03-2024

I'm Jovan Tagra, the voice that dances across these pages, inviting you into a world where every interaction is a story and every challenge is a step toward personal growth.

Dive with me into the heart of customer service, where each day is a blend of camaraderie, challenges, and triumphs. Here, I share the nuts and bolts of my role and the warmth of connections made, my adventures, learnings, and the culture we foster at The Mandatory Training Group.

From the desk to the world - My story

At 24, fresh out of Saint Joseph College with a degree in Information Technology, my journey has been anything but ordinary. From the echoes of a childhood marked by family challenges to the melodies that define my passions—music, sports, and storytelling—I've embraced every experience with open arms.

Now, as a Customer Service Advisor with LearnPac Systems, part of the Mandatory Training Group, I find myself in Maasin City, Philippines, bridging gaps and touching lives. My role transcends mere transactions; it's about nurturing relationships, understanding diverse perspectives, and crafting solutions with empathy and precision.

Unlocking Excellence in Customer Service: Elevate Your Team's Skills - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

Empower Your Customer Care Journey: Start with Our Top Training - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

A day in my life - The rhythms of service

My workday is a symphony of tasks and interactions, from addressing queries to forging connections over shared experiences. The transition from an aspiring video editor to a voice of support was unexpected, yet it has unfolded into a path where I find purpose and joy.

As the clock nudges towards the afternoon, my workspace becomes a hive of activity. From 4:00 PM to 1:00 AM (Philippines time), paralleling 8:00 AM to 5:00 PM in the UK, I immerse myself in the multifaceted world of customer service. The initiation of my day is marked by an essential ritual—checking inboxes, responding to emails, and engaging in chats.

This routine is a dynamic exercise in empathy and expertise. It underscores a crucial realisation: customer service transcends the mere resolution of queries. It encompasses order fulfilment, account creation, invoicing, and the meticulous updating of customer details—each task a thread in the larger tapestry of our service ethos.

Challenges and growth - Lessons from the frontline

The role of a Customer Service Advisor is fraught with challenges, from navigating complex queries to balancing the demands of live chats and emails. Yet, each hurdle has been a stepping stone, honing my communication, empathy, and problem-solving skills. These experiences, coupled with the wisdom shared by leaders and peers, have sculpted me into a more resilient and insightful individual, professionally and personally.

Communication, empathy, and solving problems are the primary skills I've developed. I've become much better at expressing ideas by speaking with many different customers. Showing empathy is also crucial as a Customer Service Advisor. I need to understand our customers' concerns to do my job well.

Solving problems is a big part of most days. These problems can be tricky, but sorting them out helps our customers. Whenever I solve a problem, I feel more confident and ready for the next one.

This job has positively changed me, both at work and outside. I use skills like problem-solving and empathy every day, and not just with customers. In many ways, this job has made me a more capable worker and a more understanding and resilient person.

Cultivating a Culture of Excellence: Inside Our Company's Core - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

Transforming Customer Interactions: Strategies for Success - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

The fabric of our team - Weaving bonds of support

Within our team lies a mosaic of stories and spirits. From my initial days, hesitant yet hopeful, I've found friendship, mentorship, and a sense of belonging. The tales of camaraderie with colleagues like Miralou and Shainah and the bittersweet farewells to cherished friends underscore the deep connections that transform a workplace into a family.

Our adventures extend beyond the office, from team-building escapades to spontaneous TikTok creations, each moment reinforcing the bonds that inspire our collective journey.

Reflections and gratitude - Looking forward

As I reflect on my journey, I'm filled with gratitude for the lessons learned, the friendships forged, and the impact we've made together. Special thanks to the visionaries at The Mandatory Training Group, headed by our CEO, Dr Richard Dune, for their unwavering support and guidance.

This blog is more than just a memoir; it's an invitation to walk alongside me through the landscapes of customer service, personal growth, and the enduring power of human connection. Whether you're a fellow navigator of the customer service realm, an eager learner, or simply a curious soul, I hope my story resonates, inspires, and reminds us all of the beauty in service and the growth it brings.

Together, let's continue to embrace the journey, cherish the connections, and build a legacy of care and excellence.

Building a Stronger Company Culture: Insights and Innovations - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

I'm Jovan Tagra, the voice that dances across these pages, inviting you into a world where every interaction is a story and every challenge is a step toward personal growth.

Dive with me into the heart of customer service, where each day is a blend of camaraderie, challenges, and triumphs. Here, I share the nuts and bolts of my role and the warmth of connections made, my adventures, learnings, and the culture we foster at The Mandatory Training Group.

From the desk to the world - My story

At 24, fresh out of Saint Joseph College with a degree in Information Technology, my journey has been anything but ordinary. From the echoes of a childhood marked by family challenges to the melodies that define my passions—music, sports, and storytelling—I've embraced every experience with open arms.

Now, as a Customer Service Advisor with LearnPac Systems, part of the Mandatory Training Group, I find myself in Maasin City, Philippines, bridging gaps and touching lives. My role transcends mere transactions; it's about nurturing relationships, understanding diverse perspectives, and crafting solutions with empathy and precision.

Unlocking Excellence in Customer Service: Elevate Your Team's Skills - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

Empower Your Customer Care Journey: Start with Our Top Training - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

A day in my life - The rhythms of service

My workday is a symphony of tasks and interactions, from addressing queries to forging connections over shared experiences. The transition from an aspiring video editor to a voice of support was unexpected, yet it has unfolded into a path where I find purpose and joy.

As the clock nudges towards the afternoon, my workspace becomes a hive of activity. From 4:00 PM to 1:00 AM (Philippines time), paralleling 8:00 AM to 5:00 PM in the UK, I immerse myself in the multifaceted world of customer service. The initiation of my day is marked by an essential ritual—checking inboxes, responding to emails, and engaging in chats.

This routine is a dynamic exercise in empathy and expertise. It underscores a crucial realisation: customer service transcends the mere resolution of queries. It encompasses order fulfilment, account creation, invoicing, and the meticulous updating of customer details—each task a thread in the larger tapestry of our service ethos.

Challenges and growth - Lessons from the frontline

The role of a Customer Service Advisor is fraught with challenges, from navigating complex queries to balancing the demands of live chats and emails. Yet, each hurdle has been a stepping stone, honing my communication, empathy, and problem-solving skills. These experiences, coupled with the wisdom shared by leaders and peers, have sculpted me into a more resilient and insightful individual, professionally and personally.

Communication, empathy, and solving problems are the primary skills I've developed. I've become much better at expressing ideas by speaking with many different customers. Showing empathy is also crucial as a Customer Service Advisor. I need to understand our customers' concerns to do my job well.

Solving problems is a big part of most days. These problems can be tricky, but sorting them out helps our customers. Whenever I solve a problem, I feel more confident and ready for the next one.

This job has positively changed me, both at work and outside. I use skills like problem-solving and empathy every day, and not just with customers. In many ways, this job has made me a more capable worker and a more understanding and resilient person.

Cultivating a Culture of Excellence: Inside Our Company's Core - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

Transforming Customer Interactions: Strategies for Success - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

The fabric of our team - Weaving bonds of support

Within our team lies a mosaic of stories and spirits. From my initial days, hesitant yet hopeful, I've found friendship, mentorship, and a sense of belonging. The tales of camaraderie with colleagues like Miralou and Shainah and the bittersweet farewells to cherished friends underscore the deep connections that transform a workplace into a family.

Our adventures extend beyond the office, from team-building escapades to spontaneous TikTok creations, each moment reinforcing the bonds that inspire our collective journey.

Reflections and gratitude - Looking forward

As I reflect on my journey, I'm filled with gratitude for the lessons learned, the friendships forged, and the impact we've made together. Special thanks to the visionaries at The Mandatory Training Group, headed by our CEO, Dr Richard Dune, for their unwavering support and guidance.

This blog is more than just a memoir; it's an invitation to walk alongside me through the landscapes of customer service, personal growth, and the enduring power of human connection. Whether you're a fellow navigator of the customer service realm, an eager learner, or simply a curious soul, I hope my story resonates, inspires, and reminds us all of the beauty in service and the growth it brings.

Together, let's continue to embrace the journey, cherish the connections, and build a legacy of care and excellence.

Building a Stronger Company Culture: Insights and Innovations - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

I'm Jovan Tagra, the voice that dances across these pages, inviting you into a world where every interaction is a story and every challenge is a step toward personal growth.

Dive with me into the heart of customer service, where each day is a blend of camaraderie, challenges, and triumphs. Here, I share the nuts and bolts of my role and the warmth of connections made, my adventures, learnings, and the culture we foster at The Mandatory Training Group.

From the desk to the world - My story

Unlocking Excellence in Customer Service: Elevate Your Team's Skills - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

At 24, fresh out of Saint Joseph College with a degree in Information Technology, my journey has been anything but ordinary. From the echoes of a childhood marked by family challenges to the melodies that define my passions—music, sports, and storytelling—I've embraced every experience with open arms.

Now, as a Customer Service Advisor with LearnPac Systems, part of the Mandatory Training Group, I find myself in Maasin City, Philippines, bridging gaps and touching lives. My role transcends mere transactions; it's about nurturing relationships, understanding diverse perspectives, and crafting solutions with empathy and precision.

A day in my life - The rhythms of service

Empower Your Customer Care Journey: Start with Our Top Training - ComplyPlus LMS™ - The Mandatory Training Group UK -

Image from Jovan Tagra

My workday is a symphony of tasks and interactions, from addressing queries to forging connections over shared experiences. The transition from an aspiring video editor to a voice of support was unexpected, yet it has unfolded into a path where I find purpose and joy.

As the clock nudges towards the afternoon, my workspace becomes a hive of activity. From 4:00 PM to 1:00 AM (Philippines time), paralleling 8:00 AM to 5:00 PM in the UK, I immerse myself in the multifaceted world of customer service. The initiation of my day is marked by an essential ritual—checking inboxes, responding to emails, and engaging in chats.

This routine is a dynamic exercise in empathy and expertise. It underscores a crucial realisation: customer service transcends the mere resolution of queries. It encompasses order fulfilment, account creation, invoicing, and the meticulous updating of customer details—each task a thread in the larger tapestry of our service ethos.

Challenges and growth - Lessons from the frontline

4.JPG__PID:cf403af9-4ff5-4d51-adb8-27b1eb34b9fa

Image from Jovan Tagra

The role of a Customer Service Advisor is fraught with challenges, from navigating complex queries to balancing the demands of live chats and emails. Yet, each hurdle has been a stepping stone, honing my communication, empathy, and problem-solving skills. These experiences, coupled with the wisdom shared by leaders and peers, have sculpted me into a more resilient and insightful individual, professionally and personally.

Communication, empathy, and solving problems are the primary skills I've developed. I've become much better at expressing ideas by speaking with many different customers. Showing empathy is also crucial as a Customer Service Advisor. I need to understand our customers' concerns to do my job well.

Solving problems is a big part of most days. These problems can be tricky, but sorting them out helps our customers. Whenever I solve a problem, I feel more confident and ready for the next one.

This job has positively changed me, both at work and outside. I use skills like problem-solving and empathy every day, and not just with customers. In many ways, this job has made me a more capable worker and a more understanding and resilient person.

The fabric of our team - Weaving bonds of support

Jovan 1.png__PID:d742dcd7-c79e-4949-9ec3-296e1fe30b6c

Image from Jovan Tagra

Within our team lies a mosaic of stories and spirits. From my initial days, hesitant yet hopeful, I've found friendship, mentorship, and a sense of belonging. The tales of camaraderie with colleagues like Miralou and Shainah and the bittersweet farewells to cherished friends underscore the deep connections that transform a workplace into a family.

Our adventures extend beyond the office, from team-building escapades to spontaneous TikTok creations, each moment reinforcing the bonds that inspire our collective journey.

Reflections and gratitude - Looking forward

Jovan2 (1).png__PID:c79ec949-9ec3-496e-9fe3-0b6c2ccf97c0

Image from Jovan Tagra

As I reflect on my journey, I'm filled with gratitude for the lessons learned, the friendships forged, and the impact we've made together. Special thanks to the visionaries at The Mandatory Training Group, headed by our CEO, Dr Richard Dune, for their unwavering support and guidance.

This blog is more than just a memoir; it's an invitation to walk alongside me through the landscapes of customer service, personal growth, and the enduring power of human connection. Whether you're a fellow navigator of the customer service realm, an eager learner, or simply a curious soul, I hope my story resonates, inspires, and reminds us all of the beauty in service and the growth it brings.

Together, let's continue to embrace the journey, cherish the connections, and build a legacy of care and excellence.

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About The Mandatory Training Group

The Mandatory Training Group is one of the leading UK providers of CPDUK-accredited statutory and mandatory training, continuing professional development (CPD) courses, eLearning software and workforce development solutions for all sectors.

By making things simple and designing interactive e-learning content, we can provide meaningful training programs at all levels and enhance the capacity and resilience of individuals and organisations.

Click here to see our wide range of accredited customer service courses and training programmes.

About The Mandatory Training Group

The Art of Empathy in Customer Service: Learning to Listen - ComplyPlus LMS™ - The Mandatory Training Group UK -

The Mandatory Training Group is one of the leading UK providers of CPDUK-accredited statutory and mandatory training, continuing professional development (CPD) courses, eLearning software and workforce development solutions for all sectors.

By making things simple and designing interactive e-learning content, we can provide meaningful training programs at all levels and enhance the capacity and resilience of individuals and organisations.

Click here to see our wide range of accredited customer service courses and training programmes.

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