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Why You Should Hire Agents with Unconventional Resumes


Abby Armada, Customer Support Manager at Flickr


Abby Armada, Customer Support Manager at Flickr, explains why she thinks support leaders should hire agents with unconventional resumes. Abby’s team is full of unconventional support heroes, including former teachers, a bank teller, photographers, retail workers, a geologist, and more. Even Abby herself comes from a TV and film costume design background.

In this episode, Abby shares how this diversity has turned Flickr’s support team into a powerhouse, what unconventional resumes she looks for when she hires, and how she develops each agent into a support rockstar.