From BPO to Remote Work: A Journey of Resilience and Growth
My professional journey began during a challenging time when I had to leave university due to personal circumstances. Rather than letting this setback define me, I transformed it into an opportunity by joining Sutherland Global Services in 2010 as a Customer Service Representative (CSR). This entry-level role became my stepping stone into the dynamic world of Business Process Outsourcing (BPO), where I quickly learned the art of technical problem-solving and mastered multi-channel customer communications.
The path forward led me to Teleperformance Philippines - Davao in 2013, where I stepped into my first supervisory role. Here, I discovered my knack for leadership while developing Standard Operating Procedures (SOPs) that would become the backbone of our team's success. The pressure of maintaining performance metrics taught me valuable lessons about balancing efficiency with quality service—a skill that would prove invaluable throughout my career.
My leadership journey continued to evolve when I joined iQor Iloilo as Team Lead in 2017. Managing a larger, more diverse team pushed me to develop new strategies for motivation and development. I learned that effective leadership isn't one-size-fits-all; each team member required a unique approach to unlock their potential.
The turning point in my career came in 2019 when I joined AFIA Insurance Brokerage as a remote team leader. This role marked my transition from traditional office-based work to the digital workspace, requiring mastery of tools like Salesforce, Asana, and Google Analytics. The decision to embrace remote work wasn't just about professional growth—it was a practical response to the frequent earthquakes in Davao City, which often reached magnitudes above 5.8 and disrupted office operations multiple times per week.
By 2021, I had fully adapted to the remote work lifestyle, managing short-term rentals at Brave Residences LLC. This role expanded my skillset to include property management platforms like Guesty and WheelHouse, along with various payment systems. The position demanded meticulous attention to detail and clear communication—skills that proved essential in a virtual environment.
My most recent role as Intake Specialist Lead at BruntWork in 2023 has been particularly meaningful. Here, I've combined my operational expertise with a deeper purpose: helping clients navigate housing and employment challenges. Leading a remote team while making a tangible difference in people's lives has been incredibly rewarding.
Looking back at my journey from a customer service representative to a remote team leader, each role has been a building block in my professional development. The BPO industry gave me a strong foundation in customer service and team management, while the transition to remote work opened new opportunities for growth and impact. As I continue to evolve in this digital age, I remain committed to driving efficiency, empowering teams, and creating positive change—regardless of whether we're connecting through screens or across time zones.
This journey has taught me that success isn't just about adapting to change; it's about embracing it as an opportunity for growth. As remote work continues to reshape the professional landscape, I'm excited to be part of this evolution, ready to take on whatever challenges and opportunities lie ahead.
Published using
