Meet the team members who are helping TELUS Agriculture customers create a more sustainable food future. Today’s post is about Sharon Fay, SVP, Global Operations at Exceedra based in Waterloo, Ontario.
Sharon shares her experience of working with “rock stars” across the world to build out our service excellence and develop and manage teams in Global Operations, Customer Success and Customer Support.
Tell us about yourself?
I was born and raised in Dublin, Ireland and immigrated to Canada many moons ago looking for adventure. I go back and forth to Ireland several times a year, as my entire family still lives there. I have been at Exceedra for over 10 years.
Time off? My work is my playground. Seriously though, I sing in my church choir, love to cook and get creative with different types of food, entertain up a storm (pre-pandemic), and travel to new places and countries.
What is your role at TELUS Agriculture?
As I explain to my five-year-old niece, I make our customers happy. My commitment has always been to customer service excellence and exceeding customer satisfaction goals. My areas of responsibility include overseeing team members and more than 50 products across 26 countries and implementing and supporting our solutions globally.
With a growing team across the globe that I am fortunate to work with, we have continued to build out our service excellence where we establish, grow, manage and develop teams in Global Operations, Customer Success and Customer Support.
What's a typical work day like for you?
I walk 5 km first thing in the morning to get my head into the zone, make three cups of tea to get me going and then before I know where I am, it is already late into the evening. I work across many different time zones with team members and clients all around the world, so I am mindful of that and build it into my framework, so I can be involved in what I need to be. It does make for long days but it is very rewarding.
What prepared you for your role? I bring over 20 years’ experience in the consumer goods and retail, supply chain and direct store delivery industry and extensive expertise and leadership in professional services, customer success, sales, project management office, mergers and acquisitions integration, software implementation and solutions and customer support.
Though the basic answer is "The School of Hard Knocks." Also, my mum who constantly told me to always be true to myself and that I can be whatever I wanted to be. When I set my mind to accomplishing something, there's no stopping me. I worked hard, proved myself and had great mentors, teachers and team members along the way who helped me get to where I am today. They believed in me and my abilities and I'm forever grateful.
What career advice would you give others?
Always have a goal and challenge yourself, as well as work with integrity and as a team. Don't be afraid to take risks as you never know what opportunities may come your way when you try. Also, encourage and motivate your teams where they see opportunities for their own career growth and identify mentors who will support, challenge and encourage you.
What are you most excited about as being part of TELUS Agriculture?
Being part of a larger global company, meeting new, intelligent and resourceful team members and assisting with building our portfolio and product solutions to where we can be a one-stop shop for our client base.
What advice would you give to your younger self?
Be true to yourself, dream big and work hard. I’d also say love and have a passion for what you do, but take time out and learn to say no now and again, so you can create that balance in your life. Most of all, have no regrets! Enjoy every moment and every aspect of what you learn and can achieve.
What’s your favourite food?
Irish food of course, especially lamb dishes and the many potato dishes one can make. I can make a lovely lamb or Irish stew and make a mean Italian sauce dish from scratch.