07/17/2024
Transforming Customer Experience: A Journey of Passion and Growth
The fluorescent lights of my grandfather's company buzzed overhead – my first job as a receptionist. College loomed, and the answering service world beckoned. Little did I know, that 3pm to midnight shift would become a turning point in my life.
Global Response wasn't just a workplace; it was a school. Even today, the memories are vivid: My manager's name, the office layout, the voices on the other end of the line. The thrill of helping a worried elderly woman with her cable, followed by a call from a frantic mom with a sick child – these experiences sparked a fire in me. This, I knew, was my calling – the world of call centers.
22 years have flown by, and I wouldn't trade a single minute of this incredible journey. As a Hotel Front Desk Manager, I thrived on the daily challenges of guest interactions. But the magic of call centers never faded. So, in 2007, I returned – this time to Teleconteste de PR/Appletree San Juan. Appletree became my launchpad, allowing me to explore within the industry. From Agent to Supervisor, Site Coach to Programmer, I honed my skills alongside a team dedicated to exceeding expectations on every call.
2020 brought a pivotal decision. Leaving was a leap of faith – a new company, a new team. Yet, TAS United embraced me with open arms, valuing my ideas from the get-go. Programmer. Programming Manager. Client Services Manager. Operations Manager. With each role, I championed change, and the sense of accomplishment is immeasurable.
Tears were shed, sacrifices made – more than I care to admit. But the rewards were worth it all. Today, I shed the Operations hat and embark on a new adventure. As Client Engagement Executive and Onboarding Specialist, I'm exhilarated by the prospect of shaping client experiences from day one. This role allows me to fuel TASU's growth while ensuring clients needs are not only met, but that exceed their expectations.
This isn't just a career; it's a passion. My life is about forging connections, exceeding expectations, and leaving a lasting positive impact on every person I interact with.