Jeremy & Jenny’s 2019 Wrap Up

If you could sum up your 2019 in one quote, what would it be and why?

Jeremy: We’ve had some significant transition in my family this year. After a quick Google search, this quote fits my 2019. You’ll see why as you continue to read:

“Transitions in life can offer opportunities for discovery.” Robbie Shell

Jenny: This quote stood out to me this year as a reminder that I don’t have to keep settling for things that don’t support me. It’s easy to get stuck in a rut, and this year woke me up and gave me the courage to start paving a new road.

“If you don’t like the road you’re walking, start paving another one.” Dolly Parton

What are some accomplishments that you are most proud of this year?

Jeremy: Well, the accomplishment I’m most proud of this year isn’t mine. My wife, Alicia earned her EdD in Educational Leadership and accepted a college professor position in San Diego, California. Sure it was a team effort for our family but she did such an amazing job and I’m so excited for her/our next steps!

Jenny: I’ve been living with roommates for a long time but this year, I was able to move out and rent my own place. It’s a granny flat that checks off so many boxes of things I’ve ever wanted in a home. But mostly, I’m really excited to be able to dance around and sing whenever I want!

What’s the biggest change you faced this year and how did you make it through?

Jeremy: With the above news, I accepted a position on the CCaaS (contact center as a service) product marketing team at 8×8. It’s been a fantastic change and I’m thrilled to join an incredible company! Feel free to read my articles on the 8×8 blog.

Jenny: I’ve always been in management roles where I am still answering front line tickets. There was a shift this year where my skills were to be used for more internal customer and team support. It sounds easy enough, but I realized that doing front line tickets had become so ingrained in my self-worth that I struggled disassociating from this task. Shifting my perspective to how I’m supporting customers from different angles became a key component to pushing through the change.

What’s a mistake you made this year from which you definitely learned a lesson?

Jeremy: My back hasn’t been right all year but I finally had a mishap with a pull up bar a few months ago that forced me to take better care of my back. That’s why I’m writing about things like yoga these days. The big lesson here is that I’m not getting any younger and need to take better care of myself now.

Jenny: Realizing that I can push through stuff when I’m totally freaked out. I hiked a few waterfalls in Hawaii this year. I didn’t think I could do it, totally psyched myself out about not being able to do this as it seemed very unsafe. However, when I allowed myself to feel totally freaked out but kept focus on what I was doing, I managed to do the hike. Would I ever do it again? Probably not, but it taught me that being scared isn’t always a reason to not do something.

What is up ahead for you in 2020?

Jeremy: 2020 is going to be a great year! I get to help spread the word about 8×8 this year — and part of that involves attending more conferences. I’ll be facilitating a half day workshop on contact center quality assurance at the 2020 ICMI Contact Center Expo which will be a first for me and a welcomed challenge. Other than that and a whole bunch of other stuff, I’m really hoping to catch a golden trout on a fly this year.

Jenny: 2020 is going to be a fun, busy and likely, totally surprising year! I am envisioning lots of travel, speaking and exciting work opportunities, plus lots of time with friends and family. In February, I will be speaking at a SupportDriven event in Paris about self-care then taking the whole month to work/travel through Europe. I return from that trip and pop over to Miami for to speak at Zendesk Relate. In May, I’ll be in Nashville speaking at CXLife. Plus, I plan to take on more freelancing opportunities, like FruitStand, to continue to help companies create amazing customer experiences.

Jenny Dempsey is currently the the Customer Experience Manager for NumberBarn.com. She's the co-founder and regular contributor over at CustomerServiceLife.com. She's also a self-care coach for customer service agents and leaders at JennyDempsey.com. She is the mother to a toothless rescue cat named Chompers. Avocados and veggie tacos are the way to her heart. Hanson fan for life.

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