Faces of Radial | Radial

Faces of Radial

Faces of Radial

 

Meet the team.

Learn about the many different roles, locations, passions and interests across the Radial network.

Get to know all the many personalities that makeup the Radial community, carving their own career path while shaping the future together.

Jen Larkin
Jen Larkin

Outbound Supervisor

Burlington, New Jersey

“Radial is a great place for growth. I try to tell new hires that if you’re looking to grow your career, Radial is the place. Never would I have thought when I was hired four years ago that I would be where I am today. With hard work, dedication, a positive mindset and a good heart, anyone can succeed.”

How long have you been with Radial?
A little over four years.

What does your day-to-day look like?
It varies depending on the volume on each given day. For the most part, I am collaborating with my manager, making decisions on where we need to staff associates and executing on goals to meet service level agreements with clients.

How has your career grown since starting at Radial?
It started when I was hired as a packer in June 2017. The Burlington location had just opened and they were building out a second shift team. From there, I moved up to a wave planner for a year and then was promoted to an outbound lead in the same department. Once I had been in that role for two years, I was promoted to an outbound supervisor in April 2020. Of course, this was the beginning of COVID-19 and we were dealing with mass volume due to an increase in online purchasing. It was a hectic time but the experience taught me patience, understanding and how to work best as a team.

The 2020 holiday season turned out to be a big success. It seems every year during peak season we do even better than the last. It lasted longer than previous peak seasons and we were able to produce more volume than ever.

Are there any notable mentors or peers you feel have contributed to your growth and success?
Absolutely. There are three people who helped develop my leadership skills during this time: Arnold Carmichael, Gina Pryor and Jim Sexton. They each saw my potential and pushed me to become a better leader.

What motivates you to wake up and go to work?
My team. I have a really good team and I consider us a family. If you think about it, we spend more ‘awake’ time at work than at home, so I feel lucky and want my team to succeed.

Radial is a great place for growth. I try to tell new hires that if you’re looking to grow your career, Radial is the place. Never would I have thought when I was hired four years ago that I would be where I am today. With hard work, dedication, a positive mindset and a good heart, anyone can succeed. 

What is your favorite part of your job?
The positive atmosphere, the great leaders and our team.

What is your favorite non-work specific thing about your job?
We celebrate birthdays and throw parties for our associates, complete with cake and singing happy birthday.

We also have the ‘Rockstar of the Month’ awards, which are voted on by the leadership team and recognize good performance and attitude. The winners receive fun prizes like a gift certificate, a photo with their director, a T-shirt and more. I love presenting the award and it is an honor to receive it.

What is one word you would use to describe working at Radial?
Fulfilling. I wake up and want to come to work. It makes me happy and makes me feel good about myself as a leader and a person.

What is the best career lesson you have learned so far?
The importance of patience and understanding. In my new leadership role, I am learning to work with different types of people with different attitudes and cultures. I have learned a lot from our amazing leadership team.

Where do you see yourself in the next 2-3 years? What are you career goals?
As I mentioned, I’m new in the supervisor role, so in the next three years I see myself becoming a manager. I’d like to take it as far as I can at Radial. I don’t know if being CEO is in the cards one day, but I would like to keep my options open! 

What is a fun fact that most people don’t know about you?
I love cats. I have six cats and they are like my children.

What do you like to do in your free time?
I like to spend time with my family and be at home with my cats. I also love reality TV – 90 Day Fiancé and Married at First Sight are favorites. 

What is one thing you can’t live without? 
It might sound crazy but Diet Pepsi. I am completely addicted.

Thanks, Jen! If you’re interested in learning more about Radial or joining our team, please click here.

Torey Weston
Torey Weston

Value Stream Manager

Groveport, Ohio

“I love to see projects come to fruition that make operations more efficient and other people’s jobs easier.”

How long have you been with the company?
I’ve been with Radial for a little over eight years.

How has your career grown since starting at Radial?
I started at Innotrac (which became Radial through a merger) in 2013 as a temporary associate. I started as a ‘put away’ driver for the inbound department and since then have been given the opportunity to perform in multiple different roles and responsibilities. I’ve been a clerk, lead, supervisor, worked in continuous improvement and now in my current role as Value Stream Manager. In my role today, I’m focused on the operational strategy for clients, ensuring the site is running safely and efficiently to meet fulfillment projections.

What does your day-to-day look like?
At a very tactical level, the first thing I do is review emails and put together the day’s plan. Then it’s on to project management mode where I send communications to clients, touch base with supervisors and get ready for morning meetings with upper managers where we go through safety, quality, delivery and cost (SQDC) processes to ensure we are performing exceptionally in all areas. From there, my days can go into any direction depending on priorities or projects.

Overall, though, one of the things I enjoy most about working at Radial is that every day is different. My days usually consist of internal and external communication to different clients or departments, face-to-face meetings or floor time. From there I evaluate the metrics we are tracking and the specific projects we are working on.

Are there any notable mentors or peers you feel have contributed to your growth/success?
Yes, Alex Keyer. He has contributed to my growth plan and keeps me on my toes. I’ve watched his success over the years, and it motivates me to want to be better and do better on a daily basis.

What motivates you to wake up and go to work?
My household is my motivation. I have a ‘brady bunch’ of sorts with my three kids, wife, mother-in-law and my wife’s uncle. I’m motivated by providing a household that is better off than mine was. I want my family to be able to enjoy life.

Throughout my growth, I’ve been given opportunities to develop more responsibility and I’m proud of my career at Radial. But I also want to take additional steps forward and I think I am on the path to take those steps.

What is your favorite part of your job/ what do you like most about working at Radial?
One of my stronger suits and core values is curiosity. I feel adept at identifying opportunities and creating solutions. I love to see projects come to fruition that make operations more efficient and other people’s jobs easier.

When I first stepped into the role of continuous improvement in 2019, it was a steppingstone out of operations and an opportunity to see things from a different point of view. That allowed me to see potential issues and create better ways of doing things. I like being able to put my stamp on things.

What is your favorite non-work specific thing about your job? (i.e., breakroom games, onsite activities, awards, colleagues, etc.)
My colleagues. Radial is a large company and I like being able to reach out to different sites and locations to collaborate. The collaboration across the network has increased throughout the years – especially since the onset of the pandemic, cross-site collaboration and communication has become a critical element to our success. Sharing of lessons learned and best practices has become commonplace and because of it I think we all have grown in our roles and ability to serve clients.

What is one word you would use to describe working at Radial?
Stimulating. There are so many things going on that it keeps me mentally stimulated. It feels like I am constantly being challenged and challenging the status quo.

What is the best career lesson you have learned so far?
If you stay motivated and work hard and do a good job, opportunities will arise to advance your career. When I was applying to be a supervisor, I applied four to five times before given the opportunity. Even those first few times when I didn't get the position it only motivated me to try harder because I knew I was meant for more. When I started to apply to be in a management role, the internal training and mentorship helped me get there.

Where do you see yourself within Radial in the next few years, what are your goals?
I want to keep moving up the chain, to expand regardless of what role I’m performing and to see Radial succeed.

What is a fun fact that most people don’t know about you?
Both of my parents are deaf and I am fluent in American sign language. Sign language is my first language.

What do you like to do in your free time?
I like to spend time with my family and do activities like play games and sports, watch movies and do karaoke. We also have a pool table in the basement – I love to play pool.

When it comes to movies, I enjoy war films. I was in the military for three years right after high school and films like Saving Private Ryan and Black Hawk Down are among my favorites.

What is one thing you can’t live without?
The internet – in more ways than one. The impact on communication and the way in which we do our jobs in ecommerce today would be impossible without it.

And can you just imagine still having to go down the street to a Blockbuster to watch your favorite movie?

Thanks, Torey! If you’re interested in learning more about Radial or joining our team, please click here.

Eva Costello
Eva Costello

Program Director for Learning and Development

Melbourne, Florida

"My favorite part about working at Radial is witnessing the organic growth and development that we often celebrate here.”

How long have you been with the company?
I’ve been with Radial for 11 years.

How has your career grown since starting at Radial?
I was hired in April of 2010 as learning specialist to support and train contact center associates. I specialized in new hire, cross-training and soft-skill training for new and existing associates. Six months later, the learning manager position opened and given my previous experience, I was provided the opportunity to lead the team. In 2013, I became head of the entire department, supporting all of Radial's contact center locations.

In 2017, I was promoted to program director for learning and development, which is my current role. I have a team of learning specialists, designers and other leaders who work together to promote and nurture a culture of learning. The role itself entails developing new hire, recurrent, sales, leadership, soft skill and new client implementation trainings (among others). My team and I are also responsible for process improvement projects that make a positive impact on Radial’s overarching organizational goals.

What does your day-to-day look like? What are the main responsibilities of your role?
I’m currently very focused on new hire onboarding and training classes. Each year from September through November Radial onboards and trains thousands of associates who are tasked with supporting online shoppers during the peak shopping season. We have new hire classes each Monday and training lasts approximately two weeks. My current day-to-day includes meeting with my team and providing onsite and virtual support to ensure the classes run smoothly and as planned.

My favorite part of training is the ‘lightbulb’ moment when a learner is able to put together their training ‘puzzle’ in a way that makes sense for them. I can sense when this happens during a session and it’s so gratifying when learners understand why the information they are learning is important. I love being able to provide a positive learning experience and to help others grow and succeed in whatever role they end up taking on.

Are there any notable mentors or peers you feel have contributed to your growth/ success?
Absolutely. First is Robin Gomez, who has been my one constant mentor, peer and colleague since the start of my career. We have partnered on various critical projects and both have an affinity for improving and pushing past the status quo. Robin is a change advocate and inspires me to think critically and creatively.

The next person is Patty Seltzer, who has also been my partner on various projects and has provided me with exciting career development opportunities. For example, I am a Korn Ferry 360-degree leadership coach because Patty gave me the opportunity to expand my skills and knowledge base. Coaching at this executive level has helped me develop my skills outside of customer care and for that, I am very grateful.

What motivates you to wake up and go to work?
I find my work challenging and also rewarding. I am passionate about problem-solving. These things together are enough for me to want to wake up and start my day.

I also believe in the positive benefits of health and wellness, especially first thing in the morning. My husband and I go on a 1.5 mile walk every morning at 6:00am. The fresh air gets me jazzed and prepped for the day. Not to mention, I live in Florida so even on our coldest days I have no excuse but to talk a walk!

What is your favorite part of your job/ what do you like most about working at Radial?
This is no surprise, but my favorite part about working at Radial is witnessing the organic growth and development that we often celebrate here. By the same token, I also love to hire folks from the outside because they bring in different perspectives that the whole group might benefit from.

Throughout the year, I work with our leadership teams to develop our existing workforce and provide people with the opportunity to advance in the company during our peak season. My team is involved in many different areas of growing the business and that makes me proud.

Ever since my first day in April 2010, the people I work with have made my job interesting, engaging and fun.

What is your favorite non-work specific thing about your job? (i.e., breakroom games, onsite activities, awards, colleagues, etc.)
My colleagues, definitely. Working in the learning and development department, we are involved with everything from onboarding clients to entertaining clients and introducing everything that happens within the company. I’m lucky to work with such a great team. I get to collaborate with some of the best people in the eCommerce industry and that’s really cool.

What is one word you would use to describe working at Radial?
Engaging. There is never a dull moment at Radial. I love getting to work with so many different people and perspectives. Not to mention, every year I get to ‘reinvent’ my role in terms of how we develop the business and the specific projects.

What is the best career lesson you have learned so far?
Don’t be afraid to peel back the layers and identify the real problem if you want to make an impact. Without completing a full discovery and understanding a need holistically, it’s easy for simple details to fall through the cracks and potentially cause big issues down the road.

My best career lesson is to learn from past mistakes. With experience comes wisdom.

Where do you see yourself within Radial in the next few years/ what are your goals?
I see myself as a lifelong learner. I really enjoy working and collaborating with other departments and while I’m very happy in customer care, I see my growth potential within all facets of the organization.

I’m passionate about continuous improvement projects and ultimately, one of my goals within customer care is to create a mentorship program. I want teammates to be able to see how a supervisor can move to a manager, a manager to a site director and so on. It’s important for people to visualize a clear path to success and that they receive the training necessary to achieve their professional goals.

What is a fun fact that most people don’t know about you?
I love bowling. I have taken (and am still taking) professional bowling lessons and am in a league with my husband. I’m currently averaging around 150 although by highest scoring game was 186!

What do you like to do in your free time?
My husband and I love to travel to visit different state parks, go bike riding, go to concerts and try new restaurants. We try to make the most of our time away from work and live our best lives!

What is one thing you can’t live without?
Laughter.

Thanks, Eva! If you’re interested in learning more about Radial or joining our team, please click here.