Tertiary Study Isn’t Always Traditional

Like many young people finishing secondary school, Maria Karini headed straight into university studies. However, she soon discovered it wasn’t a good fit for her at that time: “My generation, we’re slowly learning that we don’t need to follow the timeline that everyone else is doing.”

Experiencing a period of unemployment, she did try some volunteer work, and attempted online study but when that became overwhelming, the Covid 19 pandemic was in full swing: “Covid, like I’m sure for many people, put a pause on a lot of stuff.”  After a few years of navigating some personal ‘learning curves’ she was finally ready for change: “I had by then developed enough tools to push myself forward and do a course that would hopefully get me into a job. At that time,

I was pretty much ready for anything. I was keen to do something with my life. If I could get a job, that was my main goal. And by then, I was better prepared, physically and mentally.”

A Case Manager at Work & Income guided her towards an Employment Preparation course

offered by Capital Training. The contact centre training programme is designed especially for roles in customer service contact centres; “I was quite impatient by the time I reached Capital Training.

I was hungry to do something. I was hoping to develop my communication skills, and find the confidence to apply for a job.”

The four-week contact centre programme is funded by the Ministry of Social Development (MSD), especially for Work & Income clients. The training includes Customer Service, Conflict Management, Health and Safety, Computer Navigation, and other aspects of contact centre work.

Maria says at Capital Training the tutors were encouraging, without pushing. “Doing the course was definitely an adventure, especially in the way that the tutors got us all involved. And, having representatives from different contact centre organisations visiting, to tell us what contact centre work was all about was nice - to be able to ask questions about what happened behind the scenes at contact centres. Learning all the different ins and outs was really good.”

In particular, Maria was able to form a new outlook on her skill set: “People had tried to teach me how to do a CV before, so I had a rough idea, but I was so completely down on myself because I had no experience. I only had volunteer experience, and high school experience. There was nothing popping up that I felt comfortable enough to add to my CV, until I did the course with Capital Training.”

“The tutors at Capital Training aren’t judgmental about how much skill you have, or what you don’t have. They make you feel that whatever you have got, that’s yours and you can pull the best out

of that. They see something that we don’t see.”

“Everyone on that course with me had talents in different areas, and it helped me to realise my own talents.”

Towards the completion of the programme, an opportunity with investment management company Kiwi Wealth opened up. Maria was invited to put her name forward.  “I had no expectations that they were going to even give me a chance. But when I got that opportunity, I took it, because I knew there was nothing to lose. The staff at Capital Training were so encouraging. The environment was encouraging enough to make me feel that if I failed, they weren’t going to abandon me. The tutors went above and beyond for me. If I didn’t get the job, they weren’t going to leave me behind, and I had their support to fall back on. Capital Training offered a really supportive environment.”

“I got the job, and I was super happy. I remember thinking that without Capital Training, there was no way that I would have pushed myself forward to even try do this.”

“When Kiwi Wealth called me back, and asked me to join them, it was truly one of the most memorable times that I’ve had in a long time.  And it happened only a week after finishing at Capital Training. It was perfect.”

Maria is now employed full-time with Kiwi Wealth, as a Client Services Consultant.  The organisation has recently gone through a merger, so Maria has been involved with some big changes; “It’s my very first official job that I’ve ever had regularly. It has been good experience - the good side of being part of a big company - but also good experiencing what it’s like to deal with a lot of changes that are coming at you rapidly.”

“I took it head-on, and haven’t had any regrets. I think what I’ve learned from being with Kiwi Wealth so far in this journey, is that I can handle these changes. I can handle what’s happening without feeling completely lost.”

“It’s that skill of adaptability to go with the changes, and not feel overwhelmed by them.”

Two of Maria’s colleagues at Kiwi Wealth are also graduates of the Capital Training call centre programme. “We’ve got three people that have come from Capital Training in the last six months or so. I think that’s amazing!”

Looking back, Maria says that if she hadn’t done the contact centre training programme, “I would probably either have forced myself back into university study - and that’s not a good thing because that means you are not giving 100% if you are not really wanting to do it - or I would still be on a benefit trying to find a job. I certainly wouldn’t be feeling as happy and confident as I feel in my life right now.”

“Because of this job that I’ve got, I’m now more financially secure, I’m happier because I’m able to focus and just go and do this job. It’s a routine that I love. Mentally, it has lifted me up which is great. I haven’t felt the way I feel right now since my last year of high school.”

Now, Maria plans to continue using what she learned at Capital Training. In particular, she is focused on developing the confidence that her tutors encouraged: “I’ve created a good environment for myself at work because of this, and I’m not afraid to ask questions.” And, she is working towards goals: “I’d like to save some money and do some travelling before I lead myself back into studies. Going back to university is pretty high on the list of what I want to do with my life, at some point.”

By sharing her story, Maria says she was happy to give something back to the training provider that helped her to move forward, with no study fees: “We didn’t have to pay anything for the training.  It’s free learning, and learning that is valuable. I learned so much on the four weeks that I was there. And it was great to be able to put the call centre training on my CV.”