My name is Angelina Casanova, I’m 25 years old and I started working at Sitel about 2 and a half years ago. I started working as an agent and took calls for 5 months. At the beginning, I used to get very anxious when taking calls, as this is my first call center experience. Then as time went on, I got the opportunity to help new hires as a mentor. I really liked that experience because I enjoy interacting with people and helping them out as they learn the product and how to interact with the customers.
After 6 months, I became a Quality Analyst and in there was given a chance to lead the Net Promoter Score metric for my campaign. I learned a lot in that position as I had direct contact with the client and needed to work not only with agents but also with coaches and all these different personalities. After 2 years in the same campaign, I had the opportunity to apply for a coach position in a new Project. I got selected about 5 months ago and I’ve been in the same position ever since. I really like all the support Sitel has given me so I can learn and grow professionally.