Dr Wheatley, Customer Service Manager, Administrator on Influential Women

Influential Woman · UniversityEducation

Dr Wheatley

Dr

Customer Service Manager, Administrator, --

Ellenwood, GA

36Years experience
3Awards received

Certifications · Degrees · Memberships

Degree Bachelor's degree in Political Science Degree Master's degree in Educational Leadership Degree PhD in Creative Leadership for Innovation and Change Degree AT&T Telephone Systems certification Degree Disney Customer Service certification Degree Disney Leadership certification Degree Project Management certification Degree Microsoft Suite certification Degree Blackboard Course Management certification Cert Dr Cert PhD in Creative Leadership for Innovation and Change

Her Story

About Dr

I worked in higher education for 32 years at the University of the Virgin Islands, starting in 1990 and becoming an administrator in 1996. In my leadership position, I was responsible for Technology Customer Service and developed an integrated help desk and circulation desk system, because technology and library services were integrated. People who came up to the desk could get circulation services for the library or get technology services with help with passwords, emails, software, and so on. One of my most notable achievements was being named Customer Service Manager of the University of Virgin Islands, where my job was to change the culture of service. I created service charters and service standards that the entire university used to deliver their services. We set up standards for how you answer the phone, how your voicemail was set up, when you answered emails, and our objective was to provide exceptional customer service. The program that I developed was called WOW Customer Service, where we exceeded how we provided customer service. It was integrated across the entire university system and was a presidential initiative that I led to improve customer service across the university. I'm now retired, but throughout my career I focused on technology, customer service, and leadership in the higher education environment.

Her Interview

Ten minutes with Dr

01What do you attribute your success to?

A long time ago, when I was a college student, I worked with a company called Southwestern Publishing. We sold books door-to-door, but during the process of this sales work, it really expanded my mind about goal setting and accomplishing anything that you put your mind to. I did that program for about 5 years, and that was a self-developmental program more than an actual sales position, where I learned how to set goals and accomplish them. I learned about myself, how to sell my ideas, and I just learned who I was. It was a springboard for me going forward and keeping a positive mental attitude and working well with others, because in any career that you are in, the cornerstone is how you serve people and deal with people. That's what makes you effective in any kind of leadership position. Those were some fundamental lessons that I learned early on in my career when I was a college student.

02What’s the best career advice you’ve ever received?

Don't rest on your last accomplishment, because that's gone. Keep on pushing to break new barriers.

03What advice would you give to young women entering your industry?

The field that I was in was mainly a male career. I just happened to work with a technology department at a university that had a lot of women in it. We were breaking barriers. You have to be, in my opinion, a lifelong learner. Keep your mind open to learning things, and take evaluations and performance objectives very seriously. Always try to improve, whether you agree or not, because until you can look at yourself and see what people see, sometimes we don't see what other people see. Those are the growth areas where you can grow. You always start with you. If there's an issue, there's a problem, when you start with yourself and looking at what you're doing and how you're contributing to it, instead of going after the other person, reflecting on you, that's always a good vantage point.

04What are the biggest challenges or opportunities in your field right now?

I was in the technology field from the 1990s, so I've had a field that has grown tremendously. I was in a field where I was growing, and I was growing as technology was emerging and becoming an everyday tool that people use. So the opportunity for me was to be a lifelong learner, because with technology, you have to be able to keep learning to keep up. Otherwise, you're not going to be relevant, because it's always changing. It's always constantly changing.

05What values are most important to you in your work and personal life?

The values that are most important are showing up and being dedicated. You have to be able to ask questions if you don't understand. My goal is always to add value to the organization that I'm working in. If I can't add value, then I don't need to be there. Wellness and mindfulness, taking care of yourself, is also a part of being an effective leader, because you have to be well also. Minimizing stress, the stress that you have, the stress that you give others. I'm always re-evaluating processes and taking input from the people on the front line, because the people on the front line understand a whole lot more than you think, and they can help the operation to be a lot smoother. Not because they might not have a PhD, but they have some serious frontline knowledge. Re-evaluating your organization and getting everybody's input before you make decisions is always a healthy way to keep your organization healthy and keeping your people committed to accomplishing the goals that you have.

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