Westland has a long history of recognizing talent and promoting from within. Following that tradition is our newest department head, Brielle Cook, who worked her way up from a Call Center Agent to the Contact Center Supervisor.
Brielle began at the company in 2014. Back then, the Contact Center was a small team of four people taking calls from prospective residents. Five years later, the department has grown into a team of 12 people that receives calls and processes online requests. The team handles a whopping 500 calls a day from both prospects and residents. In many cases, the Contact Center informs people’s first impression of Westland, so it’s a big responsibility.
Brielle previously worked as the Contact Center Lead, which meant she trained new team members. She says, “It taught me a lot about leadership and taking action.” In her new role, Brielle analyses data, sets department goals, and collects statistics to monitor success. “My vision is broader now.”
Brielle’s favorite thing about working at Westland is that it’s a family-orientated company that’s flexible with her parenting schedule. She also appreciates that the company is full of dynamic individuals that she can learn from. “You can pick their minds and everyone is willing to teach.”
The Contact Center has become a tight-knit group thanks to regular parties allowing the team to bond. “Everyone’s birthday is a potluck,” Brielle said. “On most days, someone randomly brings in food. It brings people together and we can enjoy the camaraderie. Asking about how they made it breaks the ice and encourages communicating.”
The new role includes a private office for Brielle, but that hasn’t stopped her from staying engaged with her team. “I like to leave my office door open so that I can hear the voices and the hustle and bustle out there.”
In the future, Brielle hopes to focus on providing more services for current residents. “We want to make sure we retain those people by giving them a voice and making them feel heard and happy.”