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Bruna Medeiros

My journey at Sitel began with a big challenge in 2013. Implement the first call center operation in Brazil by Acticall! I was hired as a coach and began to work at the site with 9 agents to my roster. It was I, my agents and my directors; it was the beginning of a long and awesome path.

I recall as if it was today, the day that Oliver Camino came to Brazil to check on the performance of the first operation of the site. He made sure to talk to me. I was flabbergasted by the first question he made since I had imagined that he would ask me about my previous jobs or about KPIs and SLAs. However, to my surprise, his first question was, “what is care for you?” (the company’s philosophy to its agent, partners and clients). His goal, at that moment, was to know if I was aligned with the company’s core values, which was to care for our employees and clients in the best possible manner. I realize at that moment that I had made the right choice in coming to work for this company because if the high-level executives were worried—in the first place—about the agent experience and the care of coaches to them, I was in the right place!

I can assure you that my admiration for Sitel’s values increases daily. It has been 6 years since that day, and I have gone through a lot of changes and challenges, as I could see the evolution of the operations in brazil I could also experience my personal growth as a professional. I started as a coach and today I am an operational manager. The best part is to keep the company’s mission to give the agents the best experience possible, which leads to the best customer experience.

I am proud to be part of this company history and I am ever thankful to Sitel for everything it has given me. I continue to be challenged every day with improvement opportunities to make myself better in this corporate world!

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