With our voices, we communicate. Through music, we connect. The parallels are obvious and simple, especially to Fabiana. Working in a call center, she says, is an opportunity to transform sad moments into beautiful work while helping people every single day. As a cancer survivor, she understands such moments quite deeply. The cancer treatments that saved her life left her with little energy to continue playing the musical instruments she loved. So she consciously decided to give up playing, but resolved to keep singing. How did she do it? "Positive thinking, grit, courage, and never giving up," she says. It's an approach she imparts to the people she coaches at work, the ones whose voices become tools in the call center. They're working with people all day long, and using their voices to comfort people. With Fabiana's help, they're doing it in perfect harmony.
How do you describe your job to family and friends?
I lead an excellent team of people who devote all their time to helping others.
What are some of the greatest challenges you need to take on in order to be successful in your role?
I usually say that each person is a distinct universe. As a manager, my greatest challenge in leading a group of people is connecting with each of them. Everyone has his or her own point of view, so I need to make sure we're united, to ensure everyone is in harmony.
When you’re facing those challenges, what are some of your personal strengths and abilities that come into play?
Innovation is one of the values at UnitedHealth Group, and it's also one of my strengths. Innovation, performance and the ability to build good relationships are very important when managing people, especially at a call center.
What are the elements of your job you love?
It's very satisfying knowing that I contribute to the development of others. As a manager, I can share a little of my knowledge every day and I know I'm contributing to their training.
Why is your passion important to you?
One of my first memories of singing is in a children's choir. I think it’s something magical, refreshing, inspiring and motivating. Music has the ability to change your state of mine, or at least transform it.
How does your passion for music relate to your role at work?
I’m very attached to music, and here at work, our voices are our tools. Working in the call center, your voice conveys emotion—just like music. We talk with a lot of people and share a lot of information. And because we're in health care, we deal with people who have health issues and tough situations. We can transform these sad moments in people’s lives into beautiful work, we help many people every day.
How have you grown at UnitedHealth Group?
Working in people management is a constant evolution. Every day, when I go home, I feel like I grew, because of all the experiences we live and the exchanges with my team and customers.
If you weren’t working at UnitedHealth Group or doing what you do today, what would you be doing?
I'd be in people management for sure. Or signing autographs somewhere, because I want to be a singer.
Who's your favorite person?
What is your favorite food?
Any food with bacon.
What's your favorite movie and why?
The Pursuit of Happyness, because it shows you can improve your situation if you have the courage to move forward and face the challenges.
What would people be surprised to know about you?
I spend all my free time playing video games with my son, and when he doesn't want to play, I play by myself.
What are you most grateful for?
I'm most grateful for my son, for his life itself. His little hand is so tiny, but it's what carries me through life.