Gina Hedberg is acting as an IS Manager at the Cloud Communications division of NTT Ltd. She is leading a team responsible for supporting our legacy IS platforms in our Americas region. She manages the prioritization of projects and developments on these platforms and always works very closely with her team to ensure they:
- provide resolutions on issues and cases;
- support the business with questions or concerns;
- complete new developments as expected.
But being IS Manager isn’t the only role she had in the company. Having worked here for 18 years, she has been able to evolve her career, to try new roles, and to change her career path along the way. We asked her more about the decisions that led her to have this journey at the Cloud Communications division of NTT Ltd.
Q. You have gone from being a Senior Meeting Consultant to IS Manager and, in fact, had many different roles in your 18 years with us. Was this the career path you had in mind?
Originally, my goal was just to become an Operations Manager, but as I moved into different roles on the technology side, my aspirations and my path changed.
Q. In your video, you talk about how the changes happened naturally in your career. What was the process? Did your manager encourage you?
In each role I’ve held, I found what I liked best and, when the opportunity arose, moved into a role that suited me even more. Moving to a leadership role on the IS side was a huge step for me, but my manager is my biggest supporter and he always encourages me to get out of my comfort zone.
Q. In 18 years working at the Cloud Communications division of NTT Ltd. you must have a lot of stories to tell. Can you share some with us?
Here’s two – I couldn’t choose between them!
Story n°1: Over the years, things have changed so much! Back when I first started, the event bridges could only hold 70 participants and we’d have to link three or four bridges together just for a single call. Today. one bridge can hold over 3000 callers. The interface was an ‘old school’ black background with bright green Courier typeface… I remember it vividly! Event operators had to answer each caller and manually find their conference to place them in. When we had high-volume call hours, it felt like the trade floor of the New York Stock Exchange. We had a person dedicated specifically to running new scheduled calls from the reservations department to the bridge team. Webcasting and web conferencing were just starting to take off and were only used for high profile conferences. “Anytime calls” didn’t exist yet, and we only offered scheduled calls with a one-time usable passcode. Cloud Communications didn’t exist, and we didn’t have external internet on our computers <GASP>! We have come a long way!
Story n°2: For as long as I can remember, the company has hosted Customer Service week to celebrate employees. It’s such a fun week and I look forward to it every year! For the past three years, I’ve been part of the team that organizes an Escape Room. Each year we link to the theme of the week and make it better than the year before. It’s so fun to come up with the clues and to see how people work as a team to solve them – or not. Even senior leadership take part. It’s great!
Q. You also say in your video that what you like the most is “working together to accomplish things”. Is teamwork the most important soft skill in your opinion?
That’s a difficult question, but I’d have to say yes. I feel that if you’re working as a team, each person can contribute their strengths which, coincidentally, may be one of the other soft skills.
Q. You are quite a champion! On your Linkedin, we can see that you have eight awards, including “Customer Service STAR: Thrive in Difficult Environments” which you have received four times to date. Can you tell us a bit more about that?
The company makes a great effort to recognize individuals that go above and beyond. I’m honored to have been nominated by my colleagues for my work on key projects as well as the day to day support of the business. It’s very satisfying to know that my hard work has had a positive impact on others and that I’m appreciated for it.
Q. Do you have any advice for someone who wants to follow a multi-talented career path like yours?
Simply this: be open to the possibilities.