At Ascensos, growth doesn’t stop at the frontline. Many of our colleagues have transitioned from customer-facing roles to essential behind-the-scenes positions that drive our operations forward.
From Resource Planning to HR and Operational Support, these roles play a crucial part in ensuring the smooth running of our business, supporting both internal teams and the customer experience.
In this second installment of Beyond the Calls: Behind the Service, we focus on four colleagues from our global sites in the Port of Spain, Bucharest, Cape Town, and Motherwell. Each started their journey as Customer Service Advisors and now excel in key support roles. Their stories are a testament to the opportunities for growth at Ascensos, showcasing the diverse paths available to those who embrace the challenge of stepping Beyond the Calls.
Abigail’s Journey – Empowering Internal Teams with Passion and Dedication
Abigail’s journey at Ascensos began when she joined as a Customer Service Advisor, a role that allowed her to quickly showcase her passion for customer service. Despite initial challenges with Average Handle Time (AHT), Abigail was determined to improve, and with the support of her team, she consistently exceeded quality and performance targets. Her efforts earned her multiple awards, including ‘Customer Excellence’ and 'Quality Star' at our monthly Allstar recognition events.
After five months, Abigail transitioned into her current role as an Operational Support Analyst, where she continues to bring the same level of dedication and drive. "While I’m no longer on the call lines assisting customers, I am eager to learn each day how to better assist our internal customers," she says.
Abigail’s story is a powerful reminder that every challenge presents an opportunity for growth, and her positive attitude has been instrumental in her success. Ready for a new challenge? Explore careers at Ascensos.
Loredana’s Path – Nurturing Talent and Growing Teams in Bucharest
Loredana’s journey at Ascensos began as a Customer Service Advisor, bringing with her seven years of operational experience. With a degree in Foreign Languages and Human Resource Management, Loredana naturally transitioned into evaluating language proficiency for multilingual job applicants.
Her ability to spot talent quickly led her to a role in HR, where she now serves as an HR Specialist.
In her current role, Loredana is responsible for recruiting and growing the team at our Bucharest site. "Working at Ascensos is like being part of a second family," she says. "It’s a fantastic environment where you always feel welcomed and appreciated."
Loredana’s story highlights how Ascensos nurtures internal growth and creates a welcoming space for colleagues to thrive in new roles. Find your next role at Ascensos - discover current opportunities to join #theAteam.
Jeremy’s Transition – Driving Performance Through Data and Resource Planning
Jeremy joined Ascensos in 2022 as a Team Manager on the Iceland UK campaign, quickly proving himself as a natural leader. As the operation grew, Jeremy took the opportunity to support the career development of individuals within his team.
However, it was his passion for data analysis and operational insights that motivated him to move into a Resource Planner role.
Today, Jeremy plays a critical role in supporting the Cape Town Operations team by projecting, analyzing data, and providing insights that help the team achieve daily goals. "I enjoy making a real impact from a support perspective, driving performance improvements, and enabling teams to excel," he says.
Jeremy’s shift from a Team Manager to a Resource Planner is a testament to the value of transferable skills and the wide range of opportunities available at Ascensos. Looking for your next opportunity? Check out opportunities to join Ascensos.
Gary’s Story – Nurturing Growth from Agent to Training Manager
Gary’s journey at Ascensos started in 2019, and like many, he only expected to stay for a few months. Initially unsure about a long-term career in a contact centre, Gary quickly discovered that Ascensos was different. The company offered him numerous opportunities to grow, transitioning him through roles as an Advisor, SME, Team Manager, and eventually into the Learning and Development Team.
While Gary never envisioned a career in training, his passion for nurturing others was spotted by his manager, who encouraged him to pursue a path in Learning and Development. "There’s no better feeling than seeing people in a similar position as myself go from nervous new start, to progressing through the ranks into confident professionals," Gary shares. Now as a Training Manager, he continues to help others develop and thrive, proving that unexpected opportunities can lead to fulfilling careers.
Gary’s story shows how discovering a passion for development and leadership can transform a short-term job into a fulfilling career as a Training Manager at Ascensos. Kickstart your career with Ascensos - browse current opportunities.
Your Journey Behind the Service Starts Here
The stories of Abigail, Loredana, Jeremy, and Gary are just a few examples of the incredible career progression opportunities available at Ascensos.
From customer-facing roles to crucial support positions, each of these colleagues has carved out their own path, contributing to the success of our global operations.
At Ascensos, we believe in the power of growth and the potential of every colleague. From Scotland to South Africa, Romania and Trinidad & Tobago, the possibilities are endless. Whether you’re starting as a Customer Service Advisor or transitioning into a support role, we provide the tools, support, and encouragement needed to thrive.
Read more inspiring progression stories in our Beyond the Calls series:
- Explore success stories featuring colleagues leading the way in Motherwell.
- Learn about the progression journeys of our inspiring Cape Town Managers.
- Discover more journeys in 'Behind the Service' Part 1, where the spotlight is focused on frontline colleagues who have progressed to become key A-players in our support teams.
- Interested in growing your career? Explore your path to success as a Retail Customer Service Advisor.
If you’re looking for a rewarding, dynamic role where you can grow and make a real impact, join us to begin your journey Beyond the Calls.
