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Every Job Taught Me a Lesson
How working in fast food became the Nigeria-native’s foundation of superior customer service.
This article is about:
Utibe Bassey’s journey across an ocean and to a rewarding career
Black History Month
Wendy’s burgers. The smell of generator fumes. Spirited Nigerians. A Myers- Briggs test result: INFJ.
While these things may seem unconnected, they are markers on the life roadmap of Utibe Bassey (Tibe for short): the new vice president of customer experience for Dominion Energy.
"Lagos is a vibrant, bustling city," describes Tibe of her childhood home in West Africa. She recalls loud greetings from her Nigerian neighbors, vivid colors, and the smell of delicious Nigerian food, along with generator fumes, wafting through the air.
"We rarely had constant power," says Tibe. "Power was a luxury. Once you had it, you had to maximize your time: iron your clothes as quickly as you could, put things in the freezer so it can get cold. We didn't overthink it; that was life."
Now an executive for an energy provider who serves millions of people, the irony of Tibe's story is incredible. Along with the experiences that shape her path.
Including her job as a 16-year-old at a Wendy's in North Haven, Connecticut, which she took to put herself through college following her family's move to the U.S.
Winning Wendy's employee of the month during her first few weeks on the job, Tibe harnessed a life lesson she still utilizes to this day: "whatever you're doing, do it well."
Tibe earned a Bachelor's degree in management information systems from Central Connecticut State University. With her degree and years of customer engagement at Wendy's, Subway, and Friendly's under her belt, Tibe found her first "real world" job on Craig's List.
She became head of operations for a concierge service start-up company. That decision was the first of what she calls a series of "illogical chances" throughout her career.
From there, Tibe landed a job with a large insurance company, honing communication skills and leading others. Through assessments, like the Myers-Briggs tests, she discovered her innate strengths. Now, it was clear that leadership and impact would be a part of her journey.
"I started to understand who I was," reflects Tibe. "I am a radical optimist. There's always an upside and I knew I wanted to live in service of something and in service of people in some way, shape, or form."
At Kellogg University for her MBA, Tibe developed a deeper focus for her passion for customer service.
"I did not know that I would be with Dominion Energy as Vice President of Customer Experience when I was working at Wendy’s," says Tibe. "But I do know, now, that there are things I acquired during my time there that I still bring to work today."
Tibe reflects on the "thankless" roles of the fast-food industry. She says those jobs allowed her to develop deep empathy as a leader, both for the customer and the service representatives. From that aspect, Tibe says there are two things she cares about more than anything else: how people see and treat themselves and others.
Between fond memories of lively Nigeria, grease stains on her fast food uniforms, and a series of stepping stone jobs, Tibe believes it is paramount to pay attention to each season of life's teachings.
“I understand what electricity means and the role that it plays in the life of a student, of a parent,“ she says. “I'm grateful to be in a role that allows us to meet needs of people in such a very practical way because the service we provide is essential, that is certain.“
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