From the Ground Up: Lessons I Learned Starting as an Agent to Becoming a CX Leader

It was 2006 in San Salvador, El Salvador. I was wearing a headset, taking inbound calls for Dell, navigating sales pitches and system screens while trying to hit my KPIs. I didn’t know it at the time, but those moments—sitting side by side with my teammates, solving customer issues, and fighting to make commission—were laying the foundation for everything I’d later build.

But back then, what fascinated me most weren’t just the calls—it was the boardroom.

You see, our site had a boardroom on the ground floor. Every other week, suits walked in and out, meeting with our Site Director and other senior leaders. I’d watch them from a distance and say to my coworkers, “One day, I’m going to be in that room, helping make decisions that shape the future.”

I wasn’t joking.

🙋🏽‍♂️ The First Step? Ask.

I gathered up the courage to approach the Site Director and asked her if she’d be open to mentoring me. Nothing fancy—just 15 minutes a week. To my surprise, she said yes. And just like that, I became a sponge. I listened, I asked, I learned. That one bold move shifted the trajectory of my entire career.

I became a Mentor on the floor. Then a New Hire Trainer. I got obsessed with the why behind every metric, the how behind every decision.

🌎 From Central America to South America and the Caribbean

Eventually, I assumed the position of Operations Team Manager. However, the pivotal moment came when I relocated to Guyana to serve as the Senior Sales Manager at the largest BPO at that time. It was in this role that I was profoundly influenced by some of the brightest minds in the BPO nearshore market. The CEO and his executive team were among the industry's finest, and I am eternally grateful for the chance to work alongside them and learn from their expertise. My second and unforgettable mentor was a legend - Mark Boyer. We were not only achieving targets but also nurturing talent, establishing a brand, and building a reputation for a burgeoning industry in a small country with immense potential.

Not long after, I stepped into my first Site Director role. That was the moment it hit me: Every decision I made now affected hundreds of lives—real people, with families, stories, and dreams.

That’s when I fully stepped into being a CX Leader—not just in title, but in purpose.

🧠 The Hard Truths and Big Lessons

I’ve since served as Country Manager, VP of Account Management, and SVP of Client Experience, leading large-scale operations, managing Fortune 500 portfolios, and mentoring the next generation of talent.

But here’s what I’ve learned that no title can teach you:

• The best leaders never forget what it’s like to be on the phones.

• Success in CX isn’t about processes—it’s about people.

• The boardroom and the breakroom should never feel worlds apart.

• If you want to rise, lift others with you.

🙌🏽 Full Circle

Today, I get to sit in the boardrooms I once admired from afar. But I also never hesitate to walk the floor, chat with agents, or revisit the basics.

Because great CX leadership is not about distance from the frontlines—it’s about staying connected to them.

Whether you’re just starting out or years into your journey, remember this: It’s not about where you start. It’s about who you become along the way—and who you bring with you.

Thanks for reading. And if you're an agent reading this today, dreaming about your own boardroom moment... trust me—it’s possible.

By: Dalgleish Joseph

DJtalksCX.com