Q&A: Kristy Bertenshaw, business development manager, ECI Software Solutions
Kristy Bertenshaw’s career path is anything but conventional, from studying fine arts to working in sales, business development, and now manufacturing technology. Her journey has been shaped by curiosity, resilience, and an unwavering commitment to learning, both in moments of deliberate growth and in the times when life forced her to slow down and reassess her approach. Kristy believes in adapting, evolving, and applying knowledge to help others succeed, whether she’s navigating corporate environments across regions or embracing unexpected life challenges.
Q. You started your career in sales and business development. What drew you to these roles, and what did you learn early on?
A. Like many people, I ended up in sales almost by accident, taking on a sales-focused role while I was studying fine arts at university. However, what started as a job quickly became an eye-opening experience when I realised that selling isn’t about persuasion; it’s about delivering value. I was introduced early on to frameworks like value-based selling and positive mental energy, which helped me understand that success in sales isn’t about personal validation. Instead, it’s about whether a solution genuinely meets a customer’s needs. Once I embraced that mindset, rejection no longer felt like a reflection of me but rather a normal part of the process.
One of the biggest lessons I learned was resilience. In sales, you hear “no” far more often than “yes,” which can be challenging if you take it personally. However, everything changes when you shift your focus from yourself to the customer. I learned to see my role as helping businesses solve problems rather than convincing them to buy something. That perspective has stuck with me throughout my career, even as I’ve moved into different industries and roles.
Beyond the tactical aspects of sales, I also discovered how important it is to work for companies that align with your values. When you truly believe in what you’re selling and see the positive impact it has, the work becomes more meaningful. That was a key realisation for me early in my career and something I still prioritise today.
Q. Your career has taken you across industries and regions. What motivated you to explore so many different opportunities?
A. I’ve never been someone who follows a set path just because it’s expected. My career decisions have always been driven by curiosity and a desire to keep learning. I spent a significant part of my career in New Zealand, working for major companies like Cisco. That role led me to travel to Australia frequently, and I loved the challenge of working across regions. It exposed me to different markets, leadership styles, and business cultures, which shaped the way I approach work.
At a certain point, though, I realised I wanted more. I wanted to deepen my understanding of business and have greater control over my career direction. That led me back to university, where I completed a business degree in information systems and consumer psychology. It was one of the best decisions I’ve made, even though studying while working was a challenge. It helped me bridge the gap between technical knowledge and human behaviour, giving me a more strategic approach to business.
I’ve also been deliberate about gaining diverse experiences beyond formal education. I’ve worked in industries ranging from technology to fashion, studied makeup artistry, and bought, sold, and renovated homes along the way. Every role, both personally and professionally, has contributed to my skill set, no matter how different. One of the biggest lessons I’ve learned in this process is that a career doesn’t have to be tied to a single industry or job. What matters most is staying adaptable and finding ways to apply what you know in new and meaningful ways.
Q. Lifelong learning is a strong theme in your career, which is something we share at The Recognition Group. How has your approach to learning evolved over time?
A. I’ve always been a learner at heart, and I was a sponge for knowledge early in my career. I absorbed as much as possible, whether that was through formal education, on-the-job experience, or personal research. I kept that learning to myself for a long time as I was focused on growth for my own sake, constantly collecting insights and not necessarily sharing them with others.
That perspective shifted profoundly after a life-altering experience left me with a traumatic brain injury (TBI) and required me to relearn many of the things I once took for granted. Learning was no longer just about accumulation; it became about adaptability, patience, and applying knowledge in new ways. I realised that, no matter how much you think you know, being forced to start over gives you an entirely different appreciation for the learning process, and that the only thing you can control is how you choose to approach it. That knowledge is most valuable when it’s applied and shared. It’s one thing to understand something, though it’s another to use that understanding to help others. I’ve since found that the more I give, the more I grow, whether that’s through mentoring and coaching, collaborating with teams, or working with clients. This mindset shift has been one of the most significant changes in how I approach learning.
I also think learning isn’t just about acquiring and sharing new information; it’s about refining how you think. I’ve become more intentional about how I process and apply knowledge over the years. Going through a period of rebuilding my own knowledge base taught me to approach learning with greater intentionality. Instead of simply taking things in, I now approach learning with a critical eye, asking how it fits into the bigger picture and how it can create real impact. I consciously take every lesson I learn and look at how I can apply it to every new situation.
I believe that life isn’t just about what happens to you; my personal ethos is that life is what you make it mean and what you choose to do next.
Q. This mindset shift sounds like it’s had a profound impact on your approach to both your personal and professional life. Can you share more about how changing your learning style has impacted on your experiences?
A. Like many people who go through a traumatic life event, I knew I needed to reassess how I approached challenges and adapted to them. That led me to explore different methodologies, including behavioural design, neuro-linguistic programming (NLP), and cognitive reframing. I also came across B.J. Fogg’s Tiny Habits methodology, which resonated with me deeply and led me to train as a Tiny Habits coach. Coaching has been one of the most valuable and eye-opening aspects of my career. I learned that meaningful change isn’t about willpower alone; it’s about structure, environment, and the way we frame challenges. I’ve seen that the smallest, most consistent shifts in behaviour can drive the most significant outcomes. That understanding has shaped how I approach leadership, problem-solving, and even my own personal growth.
One of the biggest takeaways from my coaching experience is that change is deeply personal. People don’t resist change; they resist uncertainty. The key is to make change feel safe, achievable, and relevant to their world, and that’s the same for an organisation implementing a new system or an individual looking to shift a habit. Coaching reinforced my belief in the power of patience and perspective. I’ve worked with people facing all kinds of challenges, and what stands out is how important it is to meet people where they are, not where you expect them to be. It’s easy to assume that logic or data alone will drive decisions; however, emotions, fears, and past experiences all play a role in how people respond to new situations. Learning to recognise and adapt to those nuances has made me a stronger communicator, a better problem-solver, and ultimately, a more effective leader.
Q. You mentioned that you trained in behavioural sciences, including NLP. How has this built on your approach to learning and influenced your work?
A. Understanding how people think and make decisions has been a game-changer for me. I studied NLP, change management, and behavioural design, all of which have helped me refine how I communicate and influence. Being able to frame conversations in a way that resonates with people and matches their context makes all the difference, regardless of whether I’m working with clients, leading teams, or navigating change.
I’ve learned firsthand that communication isn’t one-size-fits-all. People interpret information differently based on their experiences, emotions, and mental frameworks. If you want to drive meaningful change, you need to meet people where they are, whether it’s in sales, leadership, or product adoption. That means adapting language, framing ideas in ways that make sense to them, and understanding the emotional drivers behind decision-making.
Studying NLP also taught me to use sensory words and read visual cues during conversations, such as people’s breathing and body language. These skills have also helped me have deeper personal and professional conversations and develop a more empathetic leadership style. I’ve learned to listen more, ask better questions, and create environments where people feel heard and understood. That’s something I value deeply, both professionally and personally.
Q. Your role now involves working in manufacturing and technology, which is a significant shift from coaching and your earlier sales career. What has that transition been like and how has your foundation prepared you for this role?
A. Manufacturing wasn’t an industry I originally planned to work in, though it has turned out to be one of the most dynamic and intellectually challenging fields I’ve been part of. My role involves helping businesses navigate complex compliance, traceability, and operational challenges, particularly in industries like aerospace and defence. The level of detail required is immense; you have to understand everything from material sourcing to government regulations and how all those pieces fit together.
One of the things I love about manufacturing is how much it pushes me to think critically. Unlike some industries where solutions are straightforward, manufacturing requires a deep understanding of processes, logistics, and long-term planning. I’ve had to develop an entirely new skill set, from learning how supply chains operate to designing front-end systems that work seamlessly with backend development. I then apply all those learnings to meaningful conversations that make a real difference in my customers’ work.
What surprised me most is how much creativity is involved. People often think of manufacturing as rigid and process-driven, when really there’s so much room for innovation. There’s always an opportunity to problem-solve in a meaningful way; it doesn’t matter if that’s through finding more efficient ways to track materials or designing systems that improve compliance.
Q. You’ve had an incredibly varied career, with a wealth of experiences that have taken you across industries and the world. Thinking back to where you started your own journey and the path you’ve taken, what knowledge or advice would you share with professionals who are navigating their own careers and growth, or those just starting out on their career path?
A. The best advice I can give is to stay open to learning, both in a structured sense and in how you engage with the world around you. Your career isn’t a linear path; it’s a series of experiences, challenges, and opportunities that shape your skills and perspective. The most successful professionals I’ve worked with aren’t necessarily the ones who had everything mapped out from the start. They’re the ones who remained adaptable, curious, and willing to grow in unexpected ways.
Another key lesson is to recognise that growth isn’t just about gaining knowledge; it’s about applying it. I recognise now that it’s easy to collect information, read books, or complete certifications—and I still value those skills—though what truly makes a difference is how you use that knowledge to create value. Translating what you’ve learned into action is what sets people apart, whether that’s in problem-solving, leadership, or helping others develop.
Finally, don’t underestimate the power of patience. Early in my career, I moved quickly, always looking for the next challenge or big shift. Experience has taught me that some of the most meaningful progress comes from letting things develop in their own time. I used to believe that moving faster meant achieving more, though I’ve since learned that some of the biggest breakthroughs come when you let yourself slow down and focus on what truly matters. It’s important to trust the process if you’re navigating a major career change, stepping into a new industry, building a skill set, or completely relearning everything from the ground up.
Focus on making consistent, intentional steps forward, and you’ll be surprised by how far they take you. You can’t always control what happens, although you can control how you respond, and that’s what truly defines your path forward.