Each month, we highlight one of our Twin Hill team members. This month, we're speaking with Carlos Parada, Customer Service Lead.
What is your job title? Customer Service Lead.
How long have you worked at Twin hill? I have worked at Twin Hill since August of 2015.
What’s the first thing you do when you get to work? The first thing I do when I get to work is check my email for anything that requires immediate attention.
Coffee or tea? Coffee!
Have you read any good books lately? Lately, I’ve been reading “Paddle Your Own Canoe” by Nick Offerman. The book is somewhat of an autobiography, Nick Offerman discusses his views on morals, ethics, and focuses on the negative effects of toxic masculinity that most men stereo-typically tend to fall into.
What is your favorite season in Texas? Winter! Although we get to experience all four seasons in a day here in Houston.
How have you progressed since joining Twin Hill? Since I’ve joined Twin Hill, I have been promoted from customer service to my current position as the lead.
What are your main responsibilities? My responsibilities are to make sure that my team is well trained and has all resources necessary to take care of our clients calling in. I also take the majority of our escalated calls, and work on finding solutions that will serve as an example in the future, and will keep the customer happy with our service.
Which part of your job do you enjoy the most? The part I enjoy the most is seeing the growth and development of the customer service team. I get to see their knowledge and skills improve, as well as their confidence and problem solving skills.
What is the most challenging part of your job? The most challenging part is deescalating and problem solving calls of customers that are set on a specific outcome, even when they are aware that it's not a possibility.
What’s your favorite sports team? I love my city, so any Houston team. Rockets, Astros, Texans, and uhh Dynamo?
What department is your role under? Customer Service.
What makes your team different than others? Trust. I am 100% confident that I can completely trust anyone and everyone on my team. We have a solid, open door policy. On our team, we are all equals, and we can be completely open when it comes to good or bad news. We stick together and work as a unit through any issue we may encounter.
How would you describe your team in three words? Motivated, determined, trustworthy.
Outside of work, do you have any hobbies or interests? I really enjoy the outdoors and being off the grid. My girlfriend and I take go on bike rides on the weekend, and my buddies and I try to go camping at least a few times a year.
What has been the highlight of your career at Twin Hill so far? The highlight of my career, so far, was being promoted to Customer Service Lead 5 months after coming back from a long term leave of absence. To me this showed, unlike many other companies I worked for in the past, that hard work pays off, and how Twin Hill truly appreciates their employees.
What is one thing that most people do not know about you? Shrek is my all-time favorite movie.
If you could be anywhere (other than the office) right now, where would you be? Yosemite National Park. I’ve yet to see a more beautiful sight.
What’s the best vacation spot? Las Vegas!
What will you do when you get home today? Today is Friday, so I’ll probably go home to my girlfriend. We'll make dinner, and maybe go out to a movie or get some drinks at our local bar with our friends.