Ma. Veronica Rose Macaslang

es and even game platforms. My ability to translate technical issues into simple, understandable solutions contributed greatly to customer satisfaction and retention.

As I progressed, I became a go-to resource for escalations and complex customer issues. I stepped into roles like Network Specialist and Escalation Supervisor, working directly with teams and clients to resolve tough problems quickly and professionally. These experiences sharpened my ability to think on my feet, juggle multiple priorities, and keep communication flowing between teams.

Currently, I’m a Team Leader at Foundever (formerly Sykes), where I manage both technical and customer service teams. My day-to-day includes coaching agents, tracking performance metrics like quality scores and handle times, and making sure the team stays motivated and aligned with company goals. I’m big on creating a positive and collaborative team culture—one where people feel empowered to grow, take ownership, and support each other.

I also had the chance to be a Project Onboarding Specialist, where I helped bring new clients and accounts into the fold. That role taught me a lot about cross-functional collaboration, process planning, and how to hit the ground running with new projects.

If there’s one thing that sets me apart, I can balance the technical side of the job with genuine human connection. I’m as comfortable coaching someone through a customer interaction as I am digging into metrics or solving a tricky tech issue. I care about doing the work right, supporting my team, and always looking for ways to improve.