Thelma Francisco: Confidence Beyond The Comfort Zone

A 10-Year Loyalty Awardee, Thelma from ASW Philippines has demonstrated outstanding growth and remarkable resilience in the face of personal and professional challenges. Discover what she enjoys most about her work and what keeps her committed to ASW.

1. Can you share your journey with ASW Philippines? How did it all begin for you 10 years ago?

I joined as a Data Entry Agent. After one and a half years, I was promoted to Quality Assurance Officer. I later transitioned to (our client partner) KAIRROS as a KIS Administrator, where I continued to take on new challenges and opportunities. Looking back, I am truly grateful for the experiences, continuous learning, and people who became part of my journey over the past decade.

2. Can you describe your role as a KIS Administrator and what a typical day looks like for you?

As a KIS Administrator, I coordinate interpreter bookings and facilitate communication between clients, healthcare providers, and interpreters. I respond to emails and phone enquiries, resolve last-minute schedule changes, and provide support to clients in receiving the language assistance they need. What I enjoy most about my work is being able to help people from diverse cultural backgrounds feel understood, informed, and cared for during their recovery journey.

3. What challenges do you usually encounter in your work, and how do you manage them?

When I have to deal with urgent or last-minute interpreter requests while balancing schedules and making sure that the right interpreter is matched to the client’s needs. Because the work is fast-paced, priorities can change quickly, so staying organised and communicating clearly is very important.

4. Congratulations on your 10th year in ASW Philippines! What aspects of ASW’s culture have kept you engaged and committed throughout the years?

Thank you. ASW really promotes strong work-life balance and a positive culture where I can do meaningful work while still having time for my personal life. I’m also grateful for the friendships I’ve built with kind and supportive colleagues who made work feel like a second home. The free company outings and activities are a big plus because they give us a chance to unwind, have fun, and connect more outside of work.

One of the most meaningful parts of my journey here was the support I received during my medical battle when I was diagnosed and treated for thyroid cancer. During that difficult time, ASW and the people around me showed compassion, understanding, and encouragement that I will always be thankful for. That sense of connection and belonging is one of the biggest reasons why I’ve stayed with ASW for 10 years.

5. What new skills or knowledge have you gained during your time with ASW?

I developed strong skills in quality assurance by becoming more detail-oriented and focused on delivering accurate and high-quality work. I also improved my communication skills through collaboration with teammates and international clients, which helped me become more confident, adaptable, efficient, and effective in the workplace. I’m grateful that ASW provides an environment that supports continuous learning and growth.

6. How do you balance work and personal life? What do you usually enjoy doing outside of work to relax or recharge?

I make sure I have enough rest and spend time with my family after work. I usually enjoy staycations with my family. It gives us quality time together, helps me unwind from work, and allows me to recharge mentally and emotionally. This helps me stay motivated, refreshed, and ready to give my best at work.

7. How would your friends or family describe you in three words?

They would probably describe me as patient, friendly, and reliable. I stay calm during difficult situations, work well with different kinds of people, and can always be counted on to support the team and get the job done.

8. Who has been the most influential person in your life, and why?

My mother not only shaped my values but also helped build my faith. She was the one who guided me spiritually and taught me to trust in God, which became the foundation of my life. My husband has been my strength and constant support. He encourages me during challenges, helps me stay balanced, and motivates me to keep going even when things get difficult.

9. What do you think makes Filipino professionals unique in a global work environment?

We are resilient and have strong teamwork and communication skills. We’re naturally able to work well with diverse teams, adjust to different cultures, and stay positive and collaborative even in challenging or high-pressure situations. We also stand out for the genuine care and respect we bring to the workplace.

10. What advice would you give to colleagues who want to stay long-term and grow with ASW?

Enjoy the journey and make the most of the opportunities ASW gives you. Be open to learning, build good relationships with your teammates, and don’t be afraid to step out of your comfort zone. The company has a very supportive culture, and if you stay committed and positive, you’ll really grow both professionally and personally.