Metamorphosis

Christian was also trained for customer service, cold calling, and back office. MySource differs from typical BPO’s by offering cross trainings for new agents. Training them this way enhances their knowledge and ensures that they are well equipped, efficient, and effective, no matter what account they are placed with.

With 7 to 8 years of experience in the BPO industry, Christian instantly witnessed how different MySource was from his previous “big” companies. One great difference was the management, especially the COO Daryl Christensen, who religiously preached an Open Door Policy. This meant that Christian’s voice would be heard without resistance, allowing for more open and fluid communication between clients and agents assigned to their accounts. Everyone was so approachable and it made him appreciate the work environment.

The company has actually grown 600% since Christian came along. In the beginning, no one saw him as a leader, he was but an agent on the account. About 2 months in, their lead had quit with no notice, leaving the team and the client in a vulnerable position. He was young and hungry for success, and so, without skipping a beat or being asked, he stepped up.

When asked why he did it, Christian confidently answered, “Because I know I CAN and WILL do it well”. Going further into the interview, he revealed that being a team lead was his goal because he loved leading people and seeing them grow under his leadership. Little did he know he would exceed even his own expectations.

Throughout his whole journey, there were challenges along the way, one of which was unlearning the things and habits he had developed from past employers.

He had the trust and support of the entire team, which is why when talking directly to clients, although his voice shook, he was confident. He liked the idea of talking directly to the client as he could better convey and discuss with them his ideas for improving the performance of his team and learn more about what the client specifically wanted and needed.

Despite the job being challenging, Christian faced it head on because in his own words, “I am in love with overcoming challenges.”

Along with unlearning certain things from the past, Christian also learned new things with MySource. One of the most important things he learned was accountability. He was taught to care for the clients beyond just work, to know that at the end of the day the clients were people who were trying to put food on the table and/or have put everything on the line for their dreams. He witnessed coworkers get hurt when an account did not work out, but he still had the strength to pick their heads up, learn from it, and move on.

For the young aspirants who want to work in the same field soon, his advice was to never stop learning, trust the process, and don’t be afraid of failure. After all, big things start small.