In this Q&A session, we sit down with Kimberly Bermejo, a team lead at Balboa Digital, to discuss her journey, experiences, and insights into quality assurance. Kimberly shares her career path, the challenges she has faced, and what makes her role fulfilling.
Career Journey and Role at Balboa Digital
Q: Can you introduce yourself and tell us about your role at Balboa Digital?
Kimberly: I’m Kimberly, and I’m one of the team leads here at Balboa Digital.
Q: How long have you been with the company?
Kimberly: I’ve been with the company for more than three years now.
Q: What brought you to Balboa?
Kimberly: It was during the height of the pandemic when everyone was restricted from going outside to make a living. It was a life-changing period for me. Living in a provincial area, my options were limited. Luckily, I stumbled upon one of Balboa’s job posts and took a risk by applying as a lead verification specialist. The good part is that I found my family here at Balboa.
Q: Can you share a bit about your career journey before joining Balboa?
Kimberly: Before Balboa, I mostly worked in customer service roles. I used to transfer companies frequently, staying at each for about a year or two. The reasons for leaving were usually related to management treatment or inadequate compensation. Although I was offered senior roles, my heart just wasn’t in it.
Q: Your current job title is team lead. Can you walk us through the different roles you’ve had at Balboa?
Kimberly: Sure. I started as a level 2 lead verification specialist as a seasonal agent. Later, I was promoted to subject matter expert, then to senior lead verification specialist, and eventually to team lead.
Daily Responsibilities and Team Management
Q: What does a typical day look like for you?
Kimberly: A typical day is busy and productive. I assist over 20 agents per team, which can be quite hectic but manageable.
Q: What are some of your key responsibilities as a team leader?
Kimberly: My responsibilities include assisting my teammates daily, answering their questions about campaigns, programs, tools, or company procedures, escalating reports and issues to the tech team, and providing necessary updates. I also participate in the recruitment process and workforce management. My day involves decision-making, coaching, monitoring, and checking in with my teammates.
Q: How many agents are usually assigned to you at one time?
Kimberly: It fluctuates. Initially, I had around 15 people on my team, but we’ve grown recently, so now I manage about 20 agents.
Job Satisfaction and Achievements
Q: What do you enjoy most about your job?
Kimberly: I enjoy lending a hand to my teammates and seeing them grow within the company and get promoted. It’s very fulfilling.
Q: Is there a particular project or achievement you’re most proud of?
Kimberly: I’m proud to have assisted in the launch of a new dialer we’re using for calls. We’ve worked hard to ensure it runs smoothly and efficiently for both agents and clients. Seeing the progress is very fulfilling.
Q: What do you find most rewarding about leading a team?
Kimberly: The most rewarding part is receiving heartfelt thank yous from teammates, even after they’ve moved on from my team, regardless of how simple or complicated their concerns were.
Challenges and Growth
Q: What challenges have you faced in your role, and how have you overcome them?
Kimberly: Taking on a leadership role was a big change and challenge for me. Hard work, persistence, and a strong will to learn helped me succeed. The support from my seniors in the management team was crucial, and I wouldn’t be where I am now without them.
Q: How has working from home been, and what benefits or challenges have you experienced?
Kimberly: Working from home has been beneficial, especially with the bad traffic in our country. It has helped me refocus my energy on things I love, like spending more time with my family and reading books, which has been healing mentally and physically.
Q: How would you describe the company culture at Balboa?
Kimberly: The culture is superb. The support from the team makes Balboa feel like home. Everyone is approachable and ready to help, which matters a lot.
Inspiration and Future Goals
Q: What is your favorite thing about working for Balboa?
Kimberly: Aside from the support system, I love how the management listens to their people. Their approach is genuine, and they try their best to address any feasible concerns.
Q: Who or what inspires you in your professional life?
Kimberly: My previous supervisors at Balboa, Belle and Dean, have been a big inspiration. Their patience and ability to see the potential in people have made a significant impact on me.
Q: What are your professional goals for the next few years?
Kimberly: My goal is to become a better version of the leader I am now. I want to continue growing and improving.
Q: How do you see yourself growing within the company?
Kimberly: I see myself growing by learning from the experiences and scenarios I encounter daily. It’s a gradual process, but every little bit of growth counts.
Why Balboa Digital
Q: Why should a business consider outsourcing to Balboa Digital?
Kimberly: Balboa Digital is a growing company with well-trained, friendly, professional, and experienced teammates. We offer custom services to cater to time zones across the US and maintain proper communication with our partners.
Conclusion
Kimberly Bermejo’s journey at Balboa Digital highlights the importance of a supportive work environment and the value of continuous growth. Her dedication to her team and her role exemplify the qualities of a great leader. Balboa Digital’s commitment to its employees and clients makes it a standout choice for businesses considering outsourcing.
