The Career Pivot That Paid:From Tech Support toTop Seller in Less Than Two Years
At Spectrum Business, outbound telesales is all about helping small and mid-sized businesses find the right connectivity solutions to power their operations. Think you need years of sales experience to earn top commissions? Think again. Spectrum Business Outbound Telesales RepresentativeKeyiana Holmes in Charlotte, NC,made a successful shift from tech support into her current role 18 months ago. Her success selling small business connectivity solutions earned her a top 20 seller ranking, proving that transferable skills build success.
You have been with Spectrum for about a year and a half, but already had some experience in telecom. How has that background helped you?
I came to this role with over seven years of experience in the industry, which meant I already had a deep understanding of the types of products and services we offer. Because of that, I can speak confidently and genuinely with customers right from the start. More than anything, my background helps me build real trust. When customers feel like they are talking to someone who truly knows their stuff, it opens the door to stronger, longer-lasting relationships.
What drew you to this role, especially since you didn't have direct sales experience?
I was actually looking for a pivot within the industry when a former colleague referred me. While I hadn't worked in direct sales before, I had years of relevant service and support experience under my belt. I knew those skills would translate well. What really sealed the deal for me was learning that there is no cap on commissions. I wanted to challenge myself and see what my true potential earnings could be.
What did you do to achieve Top 20 seller status?
My background gave me a strong foundation in relationship-building and understanding customer needs. In addition to having developed skills that naturally transfer, I've always been a natural observer. Looking back on my first six months in this sales role, that curiosity was the engine behind my success. I didn’t just skim the training manuals; I obsessed over them until I became a true product expert.
In sales, deep knowledge is the shortest path to building instant trust. Knowing what you're selling inside and out is huge because it builds confidence and credibility instantly. I also reached out to some of the top sellers on my team and asked questions. I wanted to learn from the best and absorb all that they had to share. I eventually found my rhythm by blending their tips with my own personal "why." I am deliberate about managing my sales leads and ensuring every lead actually crosses the finish line to become a customer account.
I believe in what I'm selling, so I approach every lead with empathy and a genuine belief that I’m there to help. That combination is what put me in the top 20.Knowing that my effort directly reflects my earnings pushes me to truly excel. It is incredibly motivating to see a direct connection between the work you put in and what you take home.
How would you describe the earning potential in this role for someone who is driven and focused? The earning potential here is really what you make it. Your level of effort directly reflects your paycheck—plain and simple. If you are goal-oriented and move with purpose, you will see that in your earnings. What I have found is that once you hit one financial milestone, you naturally want to push it further. Month over month, as you sharpen your skills, you just keep growing.
How do you maintain your optimism, call after call?
It's all about your attitude and your mindset. Every single call is another opportunity to increase your pay, and when you frame it that way, it changes everything. The key for me is controlling the narrative and the quality of the conversation, not letting the conversation control you. It's also important to accept early on that not everyone is going to want to talk to you, and that's okay. Sift through those outliers quickly but always make the effort to have a quality conversation, because you truly never know who you're going to close.
