There’s an old saying, “Once a New Yorker, always a New Yorker,” but just because our conductor of customer care was born in Brooklyn doesn’t mean she isn’t southern through and through. And Fonya is officially a Georgia girl since she moved here when she was only eight months old. That’s official in any southern rule book.
Growing up in the small town of Wadley, Georgia, Fonya didn’t have her sights set on an IT technical career. Little did she know, fate had bigger plans up her sleeve. While in college at the tender age of 19, Fonya ran across a ZCorum recruiting ad for support technicians. And like most of us in college she needed a new car so she figured, why not? She jumped right in with the basics as a Level 1 technician but soon had bigger things in mind and quickly progressed to Manager in Training. From there it was onward and upward to serving today as ZCorum’s Manager of Customer Care.
Fonya has now spent the past decade honing her customer service diva-ness through hard work and perseverance and keeping faith with three main objectives:
- Never worry about what others think of you.
- If you never make mistakes that means you aren’t doing anything.
- Don’t make excuses for a mistake. Just correct it and do better next time.
When we asked about her favorite quote “In management, perception is reality”, she told us a story…
“Early in my career I would get upset if Level 1 techs and managers did not see me for who I thought I was portraying myself to be. I felt they were not receptive to information from me and they didn’t respond well to my coaching. My boss, Jason Young, had me change the way I handled situations with the level one agents and managers, to listen more and dictate less. This began to change their “perception” of me and I was able to get more things accomplished. I learned that no matter who or what you think you are, the perception that others have about you makes all the difference in the world. “
When Fonya isn’t helping elevate and guide the support team, she becomes another kind of diva. She has a passion for all things that make up a person’s outward beauty. She loves sharing her glamorizing talents with others and seeing the change in people when they feel they look their best. She often gets called on by friends and family to “make them over” for special events.
Her other passion is television and movies. Her guilty pleasure is reality TV and any movie with Denzel Washington. Rumor is her DVR will play for two months straight without repeating a show.
“Always a New Yorker”, maybe. “Once a ZCorum girl, always a ZCorum girl”, definitely!