My Transcom Experience

Author: Silvia Fernández González

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Transcom: land of opportunities

When I started working in 2001 as a Customer Service Representative for a new company that had just opened a new center in Leon, I never imagined that, after 13 years, I would end up being the Call Center Manager at this site.

I started working as an agent for a new client in the telecommunications sector in Spain. In those days, this was an industry monopolized at 90%, and the challenge was to open the market with a very innovative prepaid product. It was exciting to see how the project started to grow, slowly, thanks to advertising and word of mouth, and how Transcom started to increase its workforce.

At first, the work was a way to complement my studies, but soon opportunities to grow professionally showed up.

When we started working on the first international projects at Transcom León, I did not hesitate to apply for an English-speaking agent position. I can never thank my parents enough for their support during my training and for encouraging me to learn new languages. My managers at this time offered me the week-end team leadership, a role that I had for a year until I finally started to lead a weekday team for an international project.

After some time, the opportunity of becoming Business Manager arose, and of course I applied for it. I wasn’t elected the first time, nor the second, but I persevered. I continued to work as hard as I could to get my opportunity. I got it a year later, when I was promoted to lead international telephony projects, book reviews, and client services for a French bank.

During this stage, Transcom gave me the opportunity to travel a lot: training in Lithuania, meetings with one of our clients in London, Business Manager training in Sweden, visits to support our colleagues in Portugal, etc… Everywhere I travelled, I found the “Transcom seal”. A seal that only those who work with us know: Seal of teamwork and camaraderie. I thank all the colleagues in the countries that I visited for the warm welcome they gave me.

Transcom Leon CCM Silvia Fernandez and part of her team

Years passed, and during that time I grew personally and professionally. I became a mother, and when my daughter was 8 months old, the company offered me the position of CCM!

Transcom showed me then that being a woman and a mother is not an impediment to growing professionally.

I’m very lucky: Working on what I enjoy. I have a great team, without which I would not be here today, but above all, after developing my career in the company, I am able to understand the people performing other tasks in the company: I can see how an agent will feel after a long day at work trying to reach the objectives; what a Team Leader feels like when he/she is in charge of a team of agents and also have to fulfill other responsibilities; what a Business Manager feels like when the client pushes them to achieve the business goals and your CCM pushes you to meet the KPIs…

To all, I say that we work in a company where there is opportunity to improve, to grow, and where you are valued professionally speaking. If you’ve applied for a promotion which you did not get, do not give up on your goal, there are opportunities for everyone!

Taking advantage of the reach of this international blog, I would like to thank everyone who has helped me along the way during these 13 years, from all areas of the company.

Thank you!

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