Rising with purpose at Vodafone: discovering a version of myself I never even imagined

My journey with Vodafone VOIS has been one of constant evolution, starting with a leap of faith years ago that turned out to be one of the best decisions of my life.

It didn’t start with a grand plan. It started with a push from home. My daughters worked here, and though I wasn’t sure if I would be seen as a professional in my own right or just as a mother tagging along, something in me said “just try”. And, from the moment I took that first step, I realised this wasn’t just another workspace.

Vodafone is a space that embraces people as they are, with all their stories, hopes, and doubts.

What felt unconventional at the time - working in the same company as my daughters - actually became part of a much bigger story of inclusion and transformation. The thread that’s tied everything together here for me has been resilience and acceptance, and most of all, a deep belief that reinvention is always possible.

10 years, many hats

I began in frontline Customer Care, learning the value of patience and empathy, then moved into more specialised roles in Customer Relations. Then I went into Billing, guiding teams through complex financial queries, and eventually, I stepped into training and knowledge support. Helping others grow became a passion of mine. I developed guides, improved onboarding, and supported new transitions. After that came roles in the SME and EBU sectors, and most recently, I took on the role of Senior Quality Specialist in GECO VGE Billing Operations.

Now my focus has shifted towards ensuring excellence in service and customer experience, which involves looking at process improvement across all functions under my auditing scope, particularly SOX Audit Compliance. This position has marked a new chapter, after a difficult period of professional conflict. With support and redirection from our HR Team, I was given the space to rise stronger, step into a new arena, and thrive.

The most rewarding project yet

When I stepped into my new role, I brought with me years of customer insights, pain points, and a mindset focused on the human side of operations. I wasn’t just auditing performance - I started connecting dots. I noticed how different departments, though effective individually, sometimes created friction in the customer journey, and introduced a more dynamic, interconnected approach: we began analysing patterns in repeated queries and complaints, flagging early signals of First Contact Resolution (FCR) dips, and improving the alignment between frontline teams and backend processes.

It’s been one of my most meaningful projects yet. The impact has been more than just numbers. It’s cultural. I’ve seen more engaged teams, more proactive problem solving, and more pride in the work being done. We moved from box-checking to storytelling, gave voice to frontline experiences, and ensured our reports spoke not only to efficiency but to empathy and agility as well. In that way, it’s also redefined how we view success - not just in terms of what we do, but in how we do it. It’s shown that quality isn’t a department; it’s a mindset. The changes we made have led to more efficient processes, better alignment across teams, and noticeable improvements in FCR of queries handling and overall service reliability.

Find your future at Vodafone

What I love most about Vodafone is that it’s not just about tasks or KPIs; it’s about people, purpose, and potential. It’s about colleagues who become family, leaders who challenge you to grow, and a culture that tells you you belong, just as you are.

You’re never boxed in. You’re given room to evolve, to question, and to grow. They’ve supported my growth in ways I never expected. At a pivotal moment for me, where a professional conflict left me at a crossroads, HR stepped in with understanding - no  judgement - and opened a door for me that I hadn’t considered. They had such trust in me, which really reignited my confidence.

At Vodafone VOIS, you’re not just stepping into a job, but a culture of transformation where reinvention is always possible. As a company, we’re not afraid to shift directions, try new technologies, and push boundaries, and that energy is contagious. You always feel like you’re part of something bigger. Individually, ‘growth’ means more than just moving ‘up’ - it means expanding to your full, unrivalled potential. You can discover strengths you never knew you had when you work at Vodafone, and somewhere along the way, like me, you might just find not only a career, but a version of yourself that’s braver, wiser, and more empowered than you imagined.