A career in customer service leadership showcases the ambition and resilience often seen in Filipino workers abroad. At 37, Kendrick Abad Zuasola embodies these qualities as a Customer Service Team Leader at Wahed Tech FZE in Sharjah, UAE. Originally from Lupon, Davao Oriental, he began his professional journey in 2008 in the BPO industry in Davao City. After 11 years of dedicated service, he decided to take on the challenge of working overseas.
“Working in Davao City had become my comfort zone,” he reflects, “and I felt the need to challenge myself by stepping beyond it.”
In his current role, Kendrick oversees his team to ensure they meet performance standards and deliver excellent customer service. Since joining Wahed Tech in August 2022, he has not only found fulfillment in his work but also taken joy in creating relatable content as a vlogger. Through his platform, he connects with other Overseas Filipino Workers (OFWs) in the UAE, highlighting their experiences and challenges.
Reflecting on the motivations that led him to pursue work abroad, Kendrick recalls a desire to push himself further professionally and personally. “It wasn’t something I had planned at all,” he admits to The Global Filipino Magazine. “Then, one day, with the help of a colleague, an opportunity arose for me to step out of that comfort zone.” Working internationally has afforded him invaluable growth, especially in leadership and customer service, while also providing financial stability for his family back in the Philippines.
Kendrick’s path in the BPO industry has been a journey of hard work and determination. He began as an agent and was soon promoted to Team Mentor and then Program Supervisor, a trajectory that reflects his dedication. His role as an Operations Manager with a start-up allowed him to further develop his skills before he took the leap abroad. Balancing his studies as a working student at the University of Mindanao (UM), Kendrick worked night shifts and attended classes during the day. “There were times when I barely slept,” he recalls, adding that his classmates would find him catching up on sleep during breaks. His hard work paid off as he graduated with third honors in Marketing Management at UM, having also previously earned honors from the University of Southeastern Philippines (USEP) as a DOST scholar.
Upon moving to Dubai, Kendrick’s initial role was as a Team Lead in a call center within the Food and Beverage industry. He later joined JMBR FZ LLC, where he handled customer service and operations support. This position further enhanced his experience in a diverse and fast-paced environment, preparing him for his current leadership role at Wahed Tech.
His passion for customer service is evident. Kendrick appreciates the growth opportunities that come from working in an international setting, stating, “Working in an international company brings countless advantages, such as exposure to diverse perspectives, cultures, and work styles that foster personal growth and adaptability.” He values the camaraderie he has with fellow Filipinos in his department and the supportive work environment that allows him to thrive professionally.
Life abroad has not been without its challenges. “When I first arrived abroad, the initial challenge was finding a job before my tourist visa expired,” Kendrick shares, echoing the experience of many OFWs. During the pandemic, he faced an even tougher ordeal when his employer could not issue an employment visa, resulting in a termination notice. Despite mounting penalties from an expired visit visa, Kendrick chose to stay and pursue his goals. Thanks to the support of family and friends, he navigated through these difficulties. “My family and friends here in Dubai were there for me, helping me through this challenging period,” he reflects.
Looking ahead, Kendrick dreams of returning to the Philippines to start his own business, using his skills and experience to contribute to his community. He also envisions mentoring others, sharing the resilience and adaptability he has developed through his overseas journey. “Ultimately, I want to build a fulfilling life back home, balancing professional growth with family and community involvement,” he says, emphasizing his commitment to helping others achieve their dreams.
For fellow Filipinos working abroad, Kendrick offers words of encouragement: “My advice is to stay resilient, adaptable, and focused on your goals. Working in a foreign country can bring many challenges… but remember why you’re there and the dreams you’re working toward.” He underscores the importance of building a strong support network and saving wisely. He also advises against comparison, saying, “We all have our own timelines. Comparing will only bring unnecessary sadness. Instead, focus on being true to yourself and enjoying life.”
Reflecting on his journey, Kendrick holds deep respect for those working in customer service, particularly in BPOs. “Your hard work and dedication don’t go unnoticed,” he acknowledges. “The patience, adaptability, and empathy you bring to every call are truly commendable.” He encourages his peers to take pride in their daily accomplishments, emphasizing the connections they build and the resilience they demonstrate.
