In this edition of Bright Lights, we introduce another key PeopleFluent team member: Support Manager, Hadji Pacamalan. Read on to find out more about how Hadji approaches his role at PeopleFluent, and what he enjoys in and outside of work!

So, Hadji, what’s your role at PeopleFluent? How long have you been working here?

I am the Support Manager for PeopleFluent Learning. My main focus is solving customer issues, and managing the support team. I’ve been with PeopleFluent for four years. Prior to that, I was part of NetDimensions, which subsequently merged with PeopleFluent, so I’ve been working with the product for around 13 years.

Where did you work before joining PeopleFluent?

I used to work in a software company that supported call centers. I worked with a dialer that would distribute calls to agents. I was resolving software issues, troubleshooting, etc.

What skills are needed to be successful in your role?

Leadership, communication, time management, and decision-making are all really important.

Are there any skills you'd like to develop further?

I would like to further develop my leadership skills, particularly interpersonal communication with my team. I have nine team members, and not all of them have the same personality. I try to treat each team member as an individual, and remember that some people prefer different styles of communication to others.

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How would you describe your team dynamic?

We’re a global team. We have team members in the Philippines, UK, US, and Canada. It's a fun team and I’ve known a lot of them for many years. The most challenging aspect is aligning all of our time zones—we need to make sure that we set up time to meet with everyone across the globe.

What’s your favorite aspect of your job?

In support, we encounter different issues and challenges every day—that’s what makes my job interesting. It also means I have to stay at the cutting edge of new developments in the product or technology space in order to resolve issues.

I enjoy working with a lot of different people and different teams. It’s helped me gain more confidence and product knowledge.

What’s your favorite work perk?

Workplace flexibility—it’s enabled me to move from Manila to Canada, and remain with the same company.

Have there been any projects you've been particularly proud to work on?

I’ve enjoyed improving the work processes for our team. For example, making sure communication is efficient and that the right information is shared with the right people.

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What are you doing when you’re not at your desk?

I love being with my family, walking through the park and our neighborhood. I love watching movies with my son and playing games with him on the Nintendo Switch, especially the Just Dance game! I'm going to have him learn how to ride a bike. I have one six-year-old son, and we just had a baby and she’s now four months old.

Is there anything that you wish you'd known at the start of your career?

I wish I was able to get more hands on with programming at an early stage, especially within a product. I studied computer science, but I wasn't able to get an opportunity to learn all the programming too. This type of knowledge really helps me with coaching the team, making it much easier to understand the issues so that I can help them with their own work.

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