Her Story
About Kura
I've worked in many different fields throughout my life, but I never felt like I was using my full potential until I found my current role. I started out working at McDonald's as a teenager, which taught me invaluable skills in dealing with people at their worst - when they're hungry and irate. That experience helped me understand people and know how to deal with someone who's very upset, and now it just comes second nature. I then worked at Nordstrom as a counter manager, where I did makeup for people and sold products. I loved being involved in their special days and hearing about their lives, almost like a barber does. I minored in psychology for a year or two because I've always loved talking with people and solving their problems. But at Nordstrom, I started feeling uncomfortable with the sales pressure - my managers wanted me to sell, sell, sell even if people didn't need it, and that never felt right to me. I only sold people what they needed and still made my sales goals. When I found SpotHopper, which had a job focused on retention and customer success, I knew it was perfect. For about 4 years now, I've been working with clients who are considering canceling their service. I go through their accounts to see what I can do to help them stay - whether they're having financial troubles and I need to create a solution that works with their budget, or if they're confused about what our service does and I need to remind them of the value. I work with businesses that need websites and marketing, and I want to make sure they don't have to use a website that's not going to showcase their business well. Anytime I get to save an account and have them still look good online, it always makes me feel good. The fact that I have the freedom to really help people with exactly what they need and make their day better - this is exactly the field I want to stay in.
Her Interview
Ten minutes with Kura
01What do you attribute your success to?
I attribute my success to my mother - always. I'm a mama's girl, and she raised me well. I also credit the friends and support system I found when I moved to Wisconsin from Georgia. I moved here when I was young, coming to a completely new city, and I always had a lot of older people around me who guided me. They helped me know where not to live and made sure I stayed on track. They made me always want to do better and think about my actions and choices, helping me make better decisions along the way.
02What’s the best career advice you’ve ever received?
The best career advice I've received is that this isn't the end of the world, and when you get overwhelmed, it's okay to take a 10-minute break for yourself just so you can reset. Sometimes working does get overwhelming, but if you can take a little bit of time for yourself and then get back to your job, it makes you feel so much better. I tell people not to take it too seriously when they get overwhelmed, and to treat people as if you were talking to a friend - you always get a little bit further that way.
03What advice would you give to young women entering your industry?
I would say keep an open mind and take it easy. When I applied for SpotHopper, it was actually for an onboarding position, but as I was talking with the interviewer about my time at Nordstrom and how I never give in when someone is irate and always like to talk issues through and solve their problems - just like at McDonald's - he told me I would actually be better for the loyalty position than the onboarding role, which is more like training. I'm good at training, but I actually love talking and finding solutions more. So when women are coming into this position, I'd say keep an open mind about where you might fit best.
04What are the biggest challenges or opportunities in your field right now?
The biggest challenge in my field is when you're talking to someone and all you want to do is help them out, but they're very strong-minded in their beliefs. Even though you give them receipts and answers, showing them you're only here trying to help and not work against them, sometimes it just doesn't get through. Most of the time it does work, but there are those difficult moments. I had a call today where I helped someone 3 months ago and gave him 2 free months on his account. His main concern was getting his website live, and I told him I'd email and text him every single day to make sure he gave us his domain information, because we needed it to bring his website live. For 2 months, me and his rep kept messaging him asking for his domain, but he never responded. Then once billing restarted, he said SpotHopper's done nothing for him and no one has reached out. When I called him back today with records showing we'd been trying to help, he said I was lying and hung up on me. But I'm still going to call him back when he calms down to try to get through to him. I guess my biggest downfall is doing all that I can and people not understanding - not getting people to understand.
05What values are most important to you in your work and personal life?
Definitely work-life balance is most important to me. While I'm at work, I always like to do all that I can, finish all my tasks, and make sure I help the people that I can. But I also value that work-life balance - the fact that I don't have to take my work home with me. My job isn't like being a police officer or a doctor, and I always like the fact of not having to think about work when I'm not working. So definitely work-life balance, being able to travel and see more of the world - mainly these states - but still being able to help people as much as I can.
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