Learning Her Way Ahead: Jess’s Path to Progress

Jess Coombes’s story shows that with curiosity and a willingness to learn, it’s possible to upskill and achieve more than you imagined.

When she finished school, Jess wasn’t sure what she wanted to do next, so she chose to study subjects that interested her most. She completed a Bachelor of Arts, double majoring in Psychology and Linguistics at Victoria University of Wellington. While she enjoyed the academic challenge, she realised that her real passion lay elsewhere. “I found the learning very interesting, but it didn’t seem appealing as a career option.”

During her studies, Jess worked part-time at a hobby game store. After graduating, she increased her hours and was able to make the move out of home and in to independence. However, when financial pressures made that difficult to sustain, Jess found herself on the Jobseeker benefit — something she was determined not to rely on for long.“I did not want to stay on the Jobseeker benefit. I didn’t like getting that money for free.”

That’s when her case manager at Work & Income suggested the Contact Centre training course at Capital Training. “I wanted to upskill and boost my chances of finding work,” Jess says. “The Contact Centre course helped me prepare for job interviews, and gave me confidence in my communication skills.”

Jess particularly valued learning the STAR technique — a structured method for answering interview questions by focusing on the key elements Situation, Task, Action, and Result.
She found this tool, along with practical role-playing and improvisation exercises, to be especially helpful. “I had no idea about the STAR technique going in, but it is really useful and something I will retain.”

Jess also appreciated the supportive learning environment at Capital Training, from staff and fellow students. “The tutors are super friendly and welcoming. And everyone is there for the same reason — to learn and improve.”

The course covered much more than contact centre skills. Students learned how to write CVs and cover letters, prepare for interviews, and understand the importance of body language and communication in professional settings.

While still on the course, Jess was offered the chance to interview for a full-time position at the hobby games store — the same store where she’d started part-time during university. This time, her interview skills shone.

“The difference between my first job interview and the second was stark,” she says. “I was more confident, and more prepared, and it showed.”

Now, Jess has a role with bigger responsibilities, working full time in order fulfilment, managing online orders and warehouse operations. It’s a role she thoroughly enjoys. “I’ve been with the store since before it opened, and so it’s really cool to still be a part of it,” she says.

Outside of work, Jess is rebuilding her savings, planning for the future, and pursuing her passion for writing. “What I really want to do is write books,” she says. “Now that I have a steady schedule and less stress, I’m focusing on building the habit of writing back into my schedule.”

When asked if she would recommend Capital Training to others, Jess doesn’t hesitate:
“For sure. Even if you only take away one thing from the course, it’s worth it. You just have to go for it and engage with the course material to the best of your ability. It has been one of the most useful courses of my adult life.”

Jess is inspired by a quote taken from a YouTube channel she enjoys, and it sums up her attitude perfectly:

‘So take the leap’

And that’s exactly what Jess has done — with great results.