Thalissa Palermo

In 2020, as the world faced the uncertainty of COVID-19, I found myself looking for a job that offered remote work and a sense of security. This search led me to Foundever, where I started as an agent for a Hospitality Client project. My first impressions were overwhelmingly positive—I found myself in a supportive and well-structured environment that helped me feel safe and empowered to succeed.

As I progressed through different roles within the project—Customer Experience (CE), R1, R2, Claims, and Safety—I encountered significant challenges, particularly in managing the high volume of interactions driven by the pandemic. The rapidly evolving needs of customers required me to adapt quickly while maintaining efficiency and quality. These experiences shaped my resilience, adaptability, and ability to perform under pressure.

My journey took a new turn when I transitioned to a Team Manager role in a brand-new project. One of the most important lessons I learned during this time was the critical importance of documentation. Having clear, well-structured processes became the foundation for developing my team and ensuring consistent operations. Starting with no guidelines in place, my biggest achievement was fostering a sense of trust and safety within my team, ensuring they always felt supported and empowered to perform at their best.

A particularly rewarding chapter in my career unfolded when I was invited to take over an implementation project in Costa Rica. I faced cultural and operational differences that required a shift in my approach. The local work pace differed significantly from what I was accustomed to, and adapting my strategies to align with the culture helped me succeed in driving performance without compromising quality.

Later, upon my return to Lisbon, I took over the quality department for an EMEA client. I introduced coaching sessions for agents struggling to meet quality standards and implemented structured action plans to drive improvement. These initiatives quickly turned around performance in struggling markets, reinforcing my belief in the power of mentorship and targeted development.

One of the most fulfilling projects I’ve led, which resulted in achieving the highest e-NPS in the country, was a testament to my leadership style. I believe in leading by example and fostering an environment where my team knows that their needs and career goals are a priority. Building training and quality materials from scratch was no easy feat. My team and I overcame the challenges by thoroughly documenting processes and creating solutions where none existed, ensuring clarity and consistency for our agents.

Reflecting on my journey at Foundever, the most rewarding aspect has been witnessing the growth and development of those I have worked with. Knowing that my efforts contribute to the professional and personal success of others is what drives me every day.

In many ways, my time at Foundever has been a fast track to professional growth—I feel as though I’ve gained five years of experience in just one. The opportunities I’ve been given have taught me how to be the kind of manager that people are happy to work with. I have learned valuable lessons from every individual I’ve encountered along the way, and for that, I am truly grateful.