Until the middle of 12th grade, I was convinced that I would become a doctor, a surgeon. But then I realised that it is not my field after all. This revelation caused quite a panic - I was wondering what to do next. Then life gave me a fantastic opportunity to go to the USA, to San Francisco, where I lived for six months, working in customer service in a jewellery store. I not only served customers, but also learned how to make jewellery myself. But the most important thing I gained in America was the experience that turned my life in a completely different direction. I never thought I would work in the service sector. But it turned out I like it too.
After returning to Latvia, I decided to look for a job in the customer service field. I found a vacancy at a call centre of a bank and applied for the job. Most bank employees start their careers as incoming call operators. I learnt the structure of the bank quite quickly and boldly announced to my manager at the time that I wanted to work in Private Banking.
Determination - the key to success
I was not yet 23 when I started working in Private Banking. At the beginning, I felt like I had to step out of my comfort zone because I had not worked face-to-face with customers for a while. Customers accepted me very quickly, I managed to find a common language and prove that even a young person can have enough experience and knowledge.
I am very resolute and determined by nature. If I want something, I will do whatever it takes to get it. I put all my strength and knowledge into my work, so that the work is not simply done, but so that afterwards there is also a good feeling about the work done.
However, I also believe that the manager’s support is extremely important at work, that they guide the employee in the right direction for their abilities and are supportive in every situation.
To promise and deliver
I think the most important thing in the work with customers is to give them the feeling that they can rely on you and trust you. I strictly follow to keeping my promises to the customer. If I have promised to call them back the next day, I certainly will. It is also important for me to find a solution to every customer query as quickly as possible. Because I believe that’s valuable – for the customer to get to the solution as quickly and easily as possible. Empathy is also important, to understand how the customer feels. And, of course, professionalism in dealing with issues – that goes above all. Every day you have to deal with unusual situations, but that is probably the most interesting thing. Overall, I find the work very satisfying, especially when the work is well done and the customer is happy.
A dream about a bakery
Although I love my job, it is not a secret that everyone needs to take a breath and recharge. I have a dream that in my old age I could bake cakes in my own bakery. I usually bake cakes for my family and friends on festive occasions, and I also treat my colleagues. My top 3 favourite cakes are honey cake, carrot cake and Pavlova. I dream of going to Paris one day and learning to bake real French croissants.
I also enjoy going to the theatre, concerts, museums and exhibitions. The last exhibition I visited was during the Survival Kit festival in the former premises of the Riga Exchange Bank. I loved it! The feeling of walking through what was once a bank and now enjoying contemporary art is a little surreal.
I recharge my batteries after the intense everyday life during my holidays outside Riga, taking long walks with friends. It helps a lot to take your mind off everyday worries.