{Origin Story} From Contact Center Agent to Project Manager

I used to work as a contact center agent.

It was my first job after school.

I loved the job initially.

The pay was good.

As time went on, I started to lose interest.

The work was repetitive, I often worked night shifts and weekend.

I didn’t have a social life.

I wanted more meaning and fulfillment from my work.

And I no longer wanted to work on weekends.

I wanted a change.

But, I had no other experience.

I considered project management but I had no clear direction - what to do or how to get started.

I began to feel frustrated.

To make matters worse, I got transferred to a different unit, in another location.

It was a longer commute, I spent hours in traffic and it was also longer hours.

I felt like resigning.

But, I still did my best work.

Then, as if by chance, something amazing happened…

My company had started a two year transformation project.

They needed subject matter experts to join the project.

I was recommended by my manager and got assigned to the project.

It meant even longer hours and working on weekends.

But, I didn’t mind - it was an opportunity to do something different.

That’s when it hit me.

I could pivot and become a project manager.

During my time on the project, I learnt a lot about project management.

I volunteered for additional responsibilities.

I started to develop a plan - take a project management certification, and start applying for jobs.

I took my first project management certification back in 2009 - PRINCE 2 Foundation.

I updated my resume and sent out some job applications.

But there was still a problem….

All I got was rejection upon rejection.

Yes, I had the certification but no practical experience.

I also didn't know how to highlight my project related experience on my resume..

I became dejected yet again.

I decided to get some help - talked to a project manager who became my mentor and helped me figure out what I was missing.

The project I was assigned to ended and I went back to my department.

But, I still kept in touch with my colleagues in IT.

Not long afterwards, there was an opening for an IT Support Analyst.

I moved into the role and worked on a few projects as an SME.

I applied all that I had learnt from my certification and other experiences.

Soon after, another opening came up for a PM role.

I applied for the job, got invited for an interview, aced the interview and got the job.

My project management career was launched - without non traditional experience, no technical background and a degree in Human Nutrition.

I only had project related experience, essential skills that I had gained, my PRINCE 2 certification, a great network of people and belief in myself.

I continued to develop my skills and added a few more certifications.

Over a decade later, I migrated to Canada.

I applied the same strategies to secure a 6 figure job within 3 months, with no family and zero network connections.

That is why I started my own company, Thrive In Tech. I have coached and mentored 100+ other immigrants to apply the exact same strategies to pivot into Tech and land their dream jobs, and generated over $2M+ in new income.

I get it - I have been in the same shoes and I know how challenging it can be to change careers.

If I can, you can too.

Summary of the key takeaways:

1. You belong in tech, even if you have a non-technical background. Your past experiences do not determine how far you can go.

2. Get help if you feel stuck with your career - find a mentor whether it is paid or free service.

3. Believe in yourself, invest in yourself and build up your skills. Don’t wait for someone to take a chance on you. Create your own path.

Whenever you’re ready, here’s how I can help you:

1. Book A Discovery Call: If you are feeling stuck, want more from your career and don’t know where or how to get started, I would like to help you launch your career in Tech. Apply here.

2. Sign up for Jobsmither: Our LinkedIn Profile Optimizer is now available. If you are stuck with writing your profile and need extra help with optimizing your LinkedIn profile, then get started for free.

3. Join my Agile Project Management Accelerator Program: A 3 month career transition coaching program to get you hired in 3-6 months. Apply here.

Until next time,

Zainab

Remember, you are just one step away…

P.S: I would love to hear from you - what topics would you like me to share more of? I want to make sure I write about the things that matter to you.