Anthony Lipari and Michael Herndon
Synopsis
Anthony Lipari and Michael Herndon were only strangers for a moment. Herndon had a degree in graphics technology but struggled to communicate. Lipari, who is very outgoing, wanted to make a change after 27 years as a chef, but didn’t have a background in computers. On Lipari’s first day as a contact center agent in a Tier 1 call center operated by BAC, Herndon helped him understand the various computer systems. The pair quickly recognized one another's talents and they have been pushing each other to success ever since.
The Full Story
"Before this job, I never really had the gift of gab. In fact, I rarely spoke at all," says Michael Herndon, an employee of BAC, an AbilityOne® authorized provider based in Rockledge, Florida. "But I think this job has really helped me, I guess, open up. That's also very important for people on the spectrum who need that."
Meanwhile, the sociable and outgoing Anthony Lipari eagerly sought a change after 27 years as a chef in the restaurant and dining industry. Lipari's prior career was hard on his body after having a stroke that paralyzed the right side of his body when he was four and a half years old.
He admitted to being anxious about changing careers, saying, "I didn't come from a computer background at all."
The pair quickly recognized one another's talents and that they could push one another to success as contact center agents in a Tier 1 call center operated by BAC, an AbilityOne® authorized provider based in Rockledge, Florida.
Herndon had a degree in graphics technology but struggled to find work. He landed the job after graduating from LaunchIT, BAC's six-month long virtual training program for veterans and adults with disabilities who are interested in IT careers. LaunchIT offers technical certification tracks in accessible web design and development, and IT support professionals.
Lipari already worked for BAC on an AbilityOne food service contract when he began exploring a career change and applied to LaunchIT. Even before enrolling in the program, Lipari was offered a position in the call center.
Lipari recalls his first day in the call center, where Herndon sat next to him and helped him get comfortable with the various computer systems and software, "He grasps the things that are taught to us the first time."
"We've both been helping each other out in terms of figuring out who this whole thing works," says Herndon. "[Lipari] has kept my spirits up, and I've been trying to help him…navigate some of the things that we use when we're taking calls."
Within a year, Lipari was promoted to team lead, and Herndon has continued to serve as a mentor for other contact center agents.
"We were just strangers at first, but here he's been one of my anchors," says Lipari.
"I like to see other people do well," says Herndon. "If I can help with that, you know, I'm good to go."
