Kim Paclauna I – Customer Service Representative

I would like make this post in honor of my BPO industry friends…or I should say my BPO family… Covid 19 is a challenge! Kudos to all of us!

I started working in BPO at the age of 17 and of course, with my parents’ written consent, it became my source of income to sustain my financial needs in school as an academic working scholar.

I started with an Outbound Call Center where I stayed for 4 years. Learning and internalizing the beauty and the art of outbound accounts, it is really tough but my thirst for knowledge and desire to be one of the best sales representatives motivated me to commit to continuous improvement and excellence in everything. We call it “MAGIS”! I given a chance to handle B2B account wherein I am allowed to discuss things with the owner or the PIC of the business, it was exciting, challenging, and it felt good because you can be who you are at that time. We become best actors at that very moment. Haha!

Then for some reason, I decided to venture to another company because deep inside me, there is a sense of curiosity to experience the beauty of inbound accounts. I moved to the Customer Service Industry for 9 months. However, when my dad died, I had an issue about bereavement leave. I decided to opt-out, but luckily, I was hired with a common friend’s company.

My journey with the BackOffice Team is truly one of a kind. I have been working here for 33 months and counting. My journey started with internal training, product training, academy, nesting, live calls. I was then was promoted to POC, support academy, and back to calls. I finally became one of the four Brand Reputation Management Specialists. It was an eye-opener for me to mature, be professional and apply all the theories I’ve heartily learn in Business Management.

I really don’t know what the end of the road looks like but I know when I get there, it is all worth it. It hurts me to see people close to my heart go.

I am in deep joy to be a part of ESL teachers. I’ve learned a lot, especially the idea that I am not only educating and teaching students. I considered it as a “win-win situation”. If Americans can work 2 or 3 jobs a day, why can’t I? hahaha. Of course, I know my limitations.

Today I choose life. Every morning when I wake up I can choose joy, happiness, negativity, pain. To feel the freedom that come from being able to continue to make mistakes and choices. Today I choose to feel life, not to deny my humanity but embrace it.

Every day is always a learning opportunity. God molds us from time to time. Always commit to being a better person. Always have INTEGRITY! Even if others cannot, do not, and will not. Always stay humble because we are all a pilgrimage on Earth. I feel so excited to open a new chapter of my work in the world of being a virtual assistant.

For a copy of Kim’s resume please click here.