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Olney Central College student Brandy Cochran earned national recognition at the Future Business Leaders of America Collegiate National Leadership Conference in Las Vegas.
The Olney resident placed ninth in the nation in the Customer Service event, competing against top students from colleges and universities across the United States.
“It really is inspiring to know — especially with so much customer service background already in my life — that I have those people skills and I have that base to continue to build and grow upon,” she said. “This assured me that I’m on the right path and I’m doing the right thing. Sometimes you need that extra spark and fire to keep you going and to keep pushing you through. Placing at nationals did that for me.”
During the National Leadership Conference, FBLA Collegiate members participate in more than 40 competitive events that showcase their business knowledge, leadership, communication and career readiness skills. They earn the opportunity to compete in these events through state competitions.
Cochran’s top10 finish is even more remarkable because Customer Service wasn’t originally part of her plans. After earning a first-place finish in the Marketing Case Study and Sales event at the state conference, she went to nationals expecting to compete only in that category.
When higher-placing competitors were unable to attend, she was given the opportunity to participate in Customer Service as well. This event challenged competitors to solve realistic customer service situations through timed role-playing exercises.
In the first round of competition, Cochran and 42 fellow FBLA members stepped into a role-playing scenario as airline employees tasked with assisting a passenger who could not locate her luggage, which contained essential medications and items needed for a business meeting.
“You had 10 minutes to prep a couple of note cards, and then they sit you in front of judges and you do a back and forth with the customer,” Cochran said. “I have a background in customer service, and I completely winged it. I just tried to negotiate my way out of it.”
Her skills paid off. At 5 a.m. the following day, advisor Amie Mayhall called Cochran to let her know she was one of 12 finalists advancing to the next round.
In the second role-playing scenario, Cochran assisted a disgruntled CEO experiencing issues with a global streaming service.
“We were the streaming service provider, and he was not happy with us,” Cochran said. “He was much more aggressive than the first lady. He was very combative and was trying to trigger a response. Because in customer service you get a lot of angry customers, I just kept smiling and talking him through it. Every time he cut me off, I just let him finish and I would start again.”
While the scenarios differed, each tested competitors’ ability to think quickly and respond under pressure.
“The most challenging part was that, unlike a lot of the other events, you don’t have time to prepare,” Cochran said. “You never know what they’re going to say. You have to think quickly and come up with the appropriate back and forth.”
While the competition challenged her professionally, the trip also provided opportunities for personal growth and new experiences.
“For me, it wasn’t just getting to experience the conference and accept this award. It was also a lot of firsts,” Cochran said. “I’d never flown. I’d never taken a monorail. I’d never been that far out West. Getting to experience all those firsts with Amie Mayhall was really special. We walked around. We explored. If you’re like me and haven’t had the opportunity to travel very far or experience those kinds of things, FBLA is a great way to do that. I met new people and made memories that I’ll always look back on. It’s a core memory for me.”
Future Business Leaders of America is the largest business career and technical student organization in the world. Cochran participates in the Illinois Eastern Community Colleges chapter, which is based at Lincoln Trail College in Robinson.
In the future, the chapter hopes to establish clubs at each IECC campus. OCC students will have an opportunity to participate this fall under the guidance of advisor Shasta Bennett.
Cochran, who studies human resources and business management at OCC, encourages fellow business students to get involved.
“Being a part of FBLA is great,” she said. “You meet amazing people, and Amie Mayhall and Shasta Bennett are great advisors. They have a lot of experience and are amazing professors. I want to get our club up and running so we can build our membership and compete. I want us to compete at state and nationals next year and just conquer.”
