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Community Highlights: Meet Ty Givens of The Workforce Pro

Today we’d like to introduce you to Ty Givens.

Hi Ty, thanks for sharing your story with us. To start, maybe you can tell our readers some of your backstory.
I’m an LA native, born and raised. I grew up in the house my grandfather still lives in today and I now live less than ten min away. As a kid, I was quiet and shy. I enjoyed being home and reading books over being social any day. I went to local private schools early on, and I attended Palisades Charter High school.

While I always knew I wanted to go to college, I didn’t do what most high schoolers do: college tours or actively apply. Instead, during my senior year (yep, I almost missed the boat), I went to a Day at Dominguez (CSU Dominguez Hills) and applied to college that day. I was accepted and studied General Business. I had no idea what I wanted to do, only that I wanted to be a businesswoman (whatever that meant).

Going into my sophomore year of college, I decided to work full time during the day and go to school at night, which introduced me to a different level of adulthood at only 19 years old. The company I worked for was a Fortune 500 and I was working in Customer Service answering phones and placing orders. Less than six months in, I applied for a role doing operations for the call center which would launch my career.

I stayed with larger companies for the first ten years or so of my career, then transitioned into working with startups and younger companies (for the most part). This is where I really found my niche and learned what I enjoy the most: creating customer experiences and setting up operations.

Unfortunately, I am not in love with managing lots of people, so I had to get creative in finding a way to do what I loved to do, but on my terms. So, I used my challenges as an employee hired to set up and scale CX (Customer Experience) to create a company that I wished existed to help me at that time.

Can you talk to us a bit about the challenges and lessons you’ve learned along the way. Looking back would you say it’s been easy or smooth in retrospect?
My journey has included high highs and low lows, but I wouldn’t trade my experiences. When I reflect, I can’t say it’s been smooth and I know every day is a new day and things can always change. I thought about giving up plenty of times, but I’m so glad I didn’t.

One thing I learned along the way is to figure out how to say what you do as quickly and as simply as possible. I think this took me 5 years to learn and I’ve been in business for 5 years as of November 15, 2021 (YAY!). I found that while everyone is a customer, if you don’t work in CX people don’t spend any time thinking about surveys, ticketing systems and live chat tools, while I spend most of my time thinking about those things. I finally learned to say (when asked what I do), I fix customer service problems. Most people get that, because we can all recognize bad customer service.

Another lesson I learned along the way is not to spend too much effort explaining myself to people who are committed to misunderstanding me. I was called an office manager, and an assistant by people who wanted to work with me, but who didn’t quite understand what I did exactly I guess that’s a compliment, right? I found value in time spent with people who understand what I do and find value in my skill set. I’m not a salesperson, so I won’t spend any time convincing someone to work with me or my company. I’d rather focus on how we solve problems with the right audience.

Something else I learned is that being an entrepreneur doesn’t mean you have more time, you’re just more in control of the time you have. I find that I work more, but I love it more. My weekends aren’t always my own, unless I make that happen and it takes effort and sometimes I have to say no to things, because quality matters more than quantity.

Another lesson is entrepreneurship is a marathon and sometimes you have to do things you don’t really feel like doing, but it has to get done. My boyfriend runs marathons and I liken my entrepreneurial journey to his training and running. He runs several times a week, whether he feels it or not, is sore or not… it doesn’t matter. He does it. He has to keep his body in shape and running condition for show time. Same for me as it relates to doing tasks that aren’t always my favorite. I post to social consistently, not for the likes or engagement (because I don’t get that much), but to remind people we’re here, in case they need us.

When it’s marathon time, he’s dialed in weeks before, completing long distance runs at the least ideal times: right after work, before work, early mornings, late nights. For me, this is supporting the client. Once we’re on I’m consistently outside my comfort zone, because no client is identical and no solution is the same. I’m constantly making sure that everything we committed to gets delivered. I also must balance between serving our clients and making sure that The Workforce Pro, Inc runs at the same time. I work in the business and on the business.

You have to put my oxygen mask on first. As an empath and a giver, I usually always put other people’s needs before my own. But if I do that in my professional life, no one who works with me gets paid. I have to take care of my mind and my body, so that I can show up fully for our clients. This means, I have to be a little self-full sometimes, and I had to learn, that’s not selfish.

My last lesson is that you should never give up. There are times when I questioned if I was doing the right thing. I’d wonder if my company was actually adding value for businesses. It can feel like you’re not on the right path when things are quiet. But it’s important not to doubt yourself. Get yourself a few friends who understand. Jasmine Bina, the founder of The Concept Bureau is always my listening ear. She has motivated me when I was literally out of gas. She understands because she’s been where I am. My favorite advice from her is to not make going back (to a 9 to 5) an option. I listened and when things get tough, I remember this and going back is not an option. I’m grateful for that advice, and I keep pushing.

You may have recently seen a clip of a man being helped across the finish line at the 2021 NYC Marathon. That was my boyfriend. He hit a wall while running but he didn’t give up. It was the first time that had ever happened to him and he kept going and pushed through. Even with that set back, his end time was extremely impressive and he’s already training for the next marathon, because you can’t give up. Even when it’s difficult you have to keep going. He inspires me.

Appreciate you sharing that. What should we know about The Workforce Pro?
To put it simply, we solve customer service problems. We work with funded startups, small or mid-size businesses to either create their customer service processes from the ground up. Or, we repair your customer service problems (for you or with you).

Finding the right customer service technology, people, training processes and even creating policy can feel overwhelming if you don’t know what’s right, what you should do, or what other companies like yours does. But we know.

Because my background is in Workforce Management (getting the right people, in the right place at the right time), everything we do is based on cutting you cut overhead costs and enabling you to do more with less. I’m honored to say our clients report an average of 30-50% more productivity after engaging with us.

We try to take the guesswork out of things for you and we also want to make it cost effective to work with us. We have packages that include as little as 2 hours a week on up to full projects where we’re working hand in hand to reach your customer experience goals.

Our PowerhouseCX program is a full done for you service that empowers your customer experience through your people, updated processes and implemented technologies.

How can people work with you, collaborate with you or support you?

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Image Credits:

Randi Roberts Photography @randirobertsphotography Qiana Chase (Make up) @q_paints Hairwrks (Hair Stylist) @hairwrks Beyond Extensions (Hair Extensions) @beyondextensions

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