Exclusive Trusted Magazine Q&A with Pauline Warui, Founder @EA Customer Care Center
How could you describe your career path in few words?
My career can be described as a typical African girl’s journey steered and grown by an opportunity to go to school and excel. My parents were teachers and they instilled in me the value of education coupled with an ethic to work hard. I was taught to do my best in whatever I endeavored to do. I never skipped a position and was promoted throughout my career due to exceeding expectations. It was not a smooth journey. I tried and positioned my talents to the top and I am still doing it. I started off without a plan in place and did not even practice what I learnt in the university. It was all about the opportunities that came my way. I complied and ensured I delivered as per the set-out standards. When I left my first job, my boss at the time followed after me and requested I stay. He gave me an open cheque but I politely declined. I knew I had what it takes and I had to work my way up. Creating a career for me became a buyer-seller market. I had to sell my skills and get the best out of it. I had good mentors who guided me and showed me the challenges on the way. I also had very informed leaders and managers who guided, invested, and demanded the best out of me. This gave me the confidence to face my fears and I excelled. Further, I learnt that it was important to do what makes me happy. I have supported a lot of technology companies from a customer experience leadership perspective. This made me thrive and I did not struggle as I enjoyed this role.
What was your most challenging experience and it has changed your mindset?
My most challenging experience was transitioning from a top corporate executive to entrepreneurship. I was surprised to know how little I knew about setting up an SME having made boardroom decisions most of my adult life. Today I smile when I listen to big decisions based on findings from high level research. Sometimes the trenches teach you the real stuff. That is my mindset now. I have come to learn that to set a basic organization is not easy. In most instances, many senior officers thrive because they work with established structures and do not even imagine the effort put by the founders. A big challenge in my career was also re-establishing new networks who could give me work based on my skills and work experiences, and not as a top honcho in the corporate world.
Overall, my personal and professional growth and career especially as an entrepreneur has taught me to aim higher always. I do not let my limitations be it in gender or any other form stop my vision.
When you get surprised by unusual or uncertain context, what do you think?
I have learnt that I am not an absolute authority in anything. I may have knowledge and/or experience but I always think…who else can add value to my decision at this uncertain situation? I consult and collaborate a lot. I also accept what I cannot change and do what I have do as I believe in making decisions when called upon to. Also, I understand that I am only human and sometimes I get scared of big life changing decisions. Over the years, I have accepted that mistakes will happen, but the reality is that life goes on. Uncertainty is a given in life which cannot be avoid and so we must all face it until we reach the desired destination. Mitigation is also part of correcting what could have gone wrong.
Based on your experience, what’s the key success factor for a female leader / manager?
Always listen to your inner voice everytime and do what is right. Remember success is holistic and you cannot sacrifice one part of your life for your career. Family is key so do not abandon your family for success. There will be biases attributed to your leadership just because you are a woman. Learn to rise above these prejudices without creating acrimony. Remember you will work twice as hard to get to the top. Collaborate and don’t fight for opportunities like a man. Wear your crown like a queen and do your part but never forget to stand in the front row to be counted. Author your success story and don’t let other people’s opinions deflate you. Nurture, mentor and coach the next generation. Step out in confidence not over-confidence and believe that one day the attributes of female leadership will be seen as complimentary not as signs of weakness. Finally, to all women, appreciate those who walked the road before you, because the foundation was set up by other trailblazers such as Rosa Parks, Prof. Wangari Maathai, among others. Keep the fire burning till we talk of leadership not female leadership.
