When you think of how companies give you efficient, almost seamless service, do you ever think of how it all happens? Do you ever give a face to people you call? Who resolves your issues? Who provides solutions? Who makes sure your experience is always seamless? Asking few of these questions is nothing when you think of all the solutions that BPO/ BPM employees provide all over the world, especially in North America.
Ysa Rase-Apayat is one of the faces of the BPO/ BPM industry. When you listen to Ysa– well-educated, articulate, churchgoer, a wife, a sister, a mother– think of the last time you demanded for an easy and quick answer from one of the multibillion-dollar companies that are already part of your everyday lives. Someone like Ysa from 8,000 miles away is answering to all your demands. Yes, Ysa has moved up in her career in the BPO/ BPM industry. But that only means more obligations, too. But as you can see, she is doing that and at the same time making everyday happen for her family. Her two kids. She doesn’t work the graveyard shift anymore, but still some from the more than a million Filipino BPO/ BPM workers have made their nights into their working hours.
She is one of the many faces of Filipinos answering your calls when you have a credit card dispute, Evaluating your problems and complaints to provide proper solutions, proofreading legal documents that are needed overseas, researching, processing orders and so much more. Those are just a few of the tasks that the industry solves for you. Ysa has done one or two or all of those and more for you. Doing all that and at the same time being a mom who takes care of her kids, making art projects with her son with the cereal boxes, walking with their dogs to streets she would not even dare walk on in the past, going to church twice a week, getting foot massages from her husband. That’s the image that you can have when you are calling for help from all the familiar companies you see on billboards, magazines, on your phone.
Ysa’s story in this industry has been good. According to her, it has been great. Through the industry, she is able to get excellent medical care. With her husband, they are able to send their son to a good school. It is a good life. They have family around them who could help when they need extra loving hands to care for their kids. It is a perfect set up.
Ysa exudes the same coolness I knew from 15 years ago. The way she talked about the tough choices of having or not having a surgery while pregnant just shows you how calm and collected she is. Confidently smart, calm under pressure with a positive outlook in life. You just feel it. No wonder companies abroad go search for people like her.
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DISCLAIMER: Any medical information or advice from the guest or the host should not be used for diagnosing or treating a health problem or disease, and those seeking personal medical advice should consult with a licensed physician. Always seek the advice of your doctor or other qualified health providers regarding a medical condition./
