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Name: Naomi M.
Job Title: Card Operations Team Leader

The road to Discover.
In 2004, we were relocating from Texas and while driving into Phoenix, I saw the Discover logo on the side of the building. I knew that is where I wanted to work and did not bother applying with any other companies. I am thankful after 15 years to still be here—I definitely made the right choice in picking Discover.

A rewarding customer experience.
I love my job! I work in PayPro, our process service to our customers who have the Payment Protection benefit. What is unique about our process is we are able to help our customers that may have a life-changing event and then activate the benefits. It is rewarding to hear relief in a customer’s voice when they realize they qualify to have their payments placed on hold during a challenging time.

Finding myself through team leading and development.
Without the professional development classes and programs that I have had the opportunity to attend, I could not have had the experience I have had over the years. I am grateful to the department managers that challenged me to get out of my comfort zone and to take advantage of my development. By taking that leap, I successfully became a team leader.

When I became a team leader, my passion for helping develop people brought out my true self. I enjoy investing my time in helping my agents with their career path—I work with some pretty amazing people on my team and our department overall. When I come in to start the day I make sure every day that I say hello to each and every one of them. I feel that I make a difference internally by being passionate in developing employees. Seeing other people become successful in reaching their goals truly makes my job worth it. When I see how far they go, I feel like I had a small part in their journey. I have been able to serve on the PALS (Peer Advisors Leading Success) Committee and the Excellence Committee, mentor team coaches and, currently, I am a chair for our Asian Professional At Discover APAD Employee Resource Group (“ERG”)—to me, this is where I find that I can make a difference with my employees.

Striving for excellence.
What is great about working for Discover is that there are so many opportunities for recognition. My goal was one day to win Pinnacle of Excellence, one of the most distinguished award a Discover employee can receive for displaying outstanding leadership. This was not an easy task as I learned along the way. I stayed focus, worked hard and most importantly, accepted feedback as a gift. Taking those gifts and making changes made me a better person and employee. I was chosen for Pinnacle of Excellence in 2015; this was a truly amazing experience!