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Pivotal Payments Employee Spotlight: An Interview with Daisy Thomas

September 9 2016 | By Pam Mukiama

Daisy Thomas loves teaching and has made a career doing just that. As Pivotal Payments’ first dedicated trainer, she has used her expertise to teach new hires all about the Payments Industry.

We recently sat down with Daisy to learn more about her role and her perspectives on Pivotal and the Payments Industry as a whole. Here is an edited version of that conversation.

Q. What do you like most about training?

A. I love that it’s never the same. Every class is different; every group of people is different. My job requires me to think on my feet and make adjustments as I go so it’s impossible to get complacent. Sometimes you have to shift direction completely to suit the participants. I’m comfortable in my knowledge but there’s no predicting how a class will begin or end. It’s a challenge but I always get into my groove.

Q. How long have you been training at Pivotal?

A. I’ve been at Pivotal for about 5 ½ years now. Before I joined the team they had various people from knowledge management and QA assisting with training. I am the first dedicated trainer.

Q. What are some of the challenges you’ve had to overcome?

A. The payment processing industry is constantly evolving. Keeping up with the changes in the services we deliver can be challenging. The technology is always changing and the company has grown too. There’s always something new to learn but this is also part of what makes the job always interesting.

Q. What are some of the biggest changes you’ve seen at Pivotal?

A. Pivotal has grown tremendously since I joined back in 2011. I remember the 10 year anniversary and hearing the stories of how Pivotal began with a small group where everyone was within arm’s reach. Today, we have offices in Phoenix, St. Catharine’s, Plano, and we’ve also grown here in Montreal.

There’s an upside and downside to growth and for me it makes me sad that we’re so “dispersed”. Pivotal is a family but we’re now working with people we’ve never met. There are isolated pockets of that personal touch that once was.

Q. How do you keep training interesting for you and the participants?

A. For me, while a lot of it is quite repetitive; nothing is exactly the same today as it was two months ago. By the time I’m done with one training class, something has already changed. It also helps that we have a US and Canadian platform and we switch from training on one to the other. I also don’t train the same group over and over so it’s different people each time.

 For the participants, the challenge is keeping them interested especially in a classroom environment. What has worked over the years is making training hands on and interactive. I encourage working in pairs or groups, and have participants volunteer to demonstrate some of the tools and systems they need to learn. They also get to meet the people they’ll be working with to shadow and listen to calls. It’s exciting to get a taste of what they’ll be doing when training is over.

Q. What advice do you have for anyone interested in becoming a trainer?

A. Be confident in your knowledge but consider that it could also be wrong. Always ask questions and confirm what you think you already know. Communicate with those you train because they're the ones who ultimately apply that knowledge. They can be a source of invaluable feedback on what works and what doesn’t. Always remember that knowledge is a two way street.

Q. What do you like about working at Pivotal?

A. Pivotal is a dynamic company with such a richness of diversity among the staff.  My background is in the arts and there are so many musicians, film makers and other creative minds right here at Pivotal. This translates into solving problems in a creative way. Not just thinking outside the box but forgetting the box even exists.

I also love that the company allows you to grow and thrive. Pivotal promotes from within and encourage employees to apply for positions as they become available. Camaraderie among employees is encouraged through events like the summer party and muffin morning. This is something they don’t have to do but choose to.

Q. If you could invite 3 people to dinner who would they be?

Paul Simon, Peter Gabriel and Dustin Hoffman

For more information on career opportunities at Pivotal Payments please visit: Careers at Pivotal

 

 

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