Aubrey EM Abrogueña

Being in the BPO industry for 12 years has taught me lessons I might not probably have learned anywhere else. The Customer Service role I had opened my eyes to things as resolution and delivering it in a way that the interaction is memorable. It is Customer Service that sets one business apart from anyone else. These are the same ideals I taught my trainees when I became a Trainer three years after. It is through this opportunity that I learned about Sales. For the years that followed, Customer Service and Sales became integral parts of the accounts I joined focusing not only on over-the-phone conversations but on email and chat platforms, too. 

I had the opportunity to mold younger minds when I became an Assistant Training Manager. Apart from being responsible for the development of multiple trainers, it was also a responsibility to interact with clients, meet their expectations and sustain their trust. This required coordination with various departments, the ability to identify gaps and solutions quickly, accountability and constant communication. I began to gain understanding of how the business is run overall. I realized the more ready and equipped the people are, the more successful the business becomes. 

Training was something I continued to be doing even after I became a Sales Manager. Being responsible for the performance of at least 40 teams required compelling expectations, coaching sessions and a lot of continuous education. Understanding trends and gaps, identification of action plans and creativity around spiffs and incentives were also necessary. As Sales was relatively new to the account when I had the role, I found the responsibility both overwhelming and rewarding. I will look back to this experience proud of where the site stood in terms of knowledge, awareness and performance. 

It has been a fruitful 12 years and even when I intend to continue to work at home, I know there is a lot more learn out there.