CEO Insights Magazine

In recent years, the telecommunications landscape in the Philippines has undergone significant evolution driven by technological advancements, regulatory reforms, and changing consumer preferences. One notable shift has been the rapid expansion of mobile technology and internet connectivity, with the widespread adoption of smartphones and the proliferation of data services reshaping how people communicate and access information. Throughout this period, Yohlie Jarlego has emerged as a key figure in shaping the telecommunications scene in the Philippines. Leading transformative projects and introducing innovative solutions, Yohlie Jarlego has addressed the evolving requirements of both businesses and consumers.

Yohlie Jarlego is a seasoned professional with a proven track record of success in the dynamic realm of telecommunications and technology solutions. As the Country Manager of Enghouse Interactive, Yohlie brings to the table a wealth of experience, strategic insight, and a relentless drive for innovation. With a career spanning several decades, Yohlie has cultivated a deep understanding of the industry landscape, adeptly navigating its complexities to drive business growth and foster meaningful client relationships.

Below is an excerpt of Yohlie Jarlego’s exclusive interaction with CEO Insights ASIA.

Could you give a brief account of your professional background and experiences?

My professional journey spans over several decades, marked by a diverse range of roles across the hospitality, telecommunications, and business process outsourcing (BPO) sectors. Commencing in the vibrant realm of finance at esteemed establishments like the Hyatt Regency Manila and Regent International Hotels, I honed my expertise as a finance, credit, and collections manager. Transitioning to the prestigious Mandarin Oriental Hotel Group, I assumed responsibilities encompassing treasury management and control functions, showcasing my adeptness in financial stewardship.

Following my tenure in the hospitality sector, I ventured into telecommunications, serving as Vice President for Customer Operations at Nextel Philippines. Here, I spearheaded initiatives aimed at enhancing customer experience and operational efficiency, leveraging my background in customer relationship management garnered from North American ventures.

My pivotal involvement in the BPO industry was catalytic in shaping the landscape of Philippine outsourcing. As a key figure within the Contact Federation of the Philippines, I collaborated closely with governmental bodies to establish the country as a premier destination for outsourced services. Through strategic advocacy and curriculum development initiatives, we equipped the local workforce with requisite skills, propelling the industry to unprecedented heights.

Subsequently, my stint at Philippine Long Distance company as Group Vice-President for Business Operations of EPLDT, the ICT Arm of PLDT, underscored my commitment to innovation and operational excellence. Overseeing business operations and technical cloud operations, I played an instrumental role in driving transformative change within the organization.

Throughout my career, I've remained steadfast in my dedication to nation-building, contributing to initiatives such as the establishment of the 911 emergency response system. By imparting training and expertise, I've played a pivotal role in fortifying the nation's infrastructure and ensuring the safety and well-being of its citizens. In essence, my professional odyssey is a testament to my unwavering commitment to excellence, innovation, and service to society. Each endeavor has enriched my skill set and reinforced my passion for driving positive change, underscoring my role as a catalyst for progress in every endeavor I undertake.

How would you define Enghouse Interactive as an organization and its current position in the market?

Enghouse Interactive epitomizes strategic partnership and technological innovation in the telecommunications landscape. As someone deeply involved in its growth trajectory, I've witnessed firsthand its evolution into a market leader over the past two decades. Our collaboration with Enghouse Interactive began with a vision to empower telcos, enabling them to resell cutting-edge software solutions while fostering skill development and operational excellence. Initially, our efforts faced challenges in the nascent IP technology market, but with the backing of our parent company, we garnered trust and confidence from enterprises seeking advanced ICT solutions.

Enghouse Interactive's position today is formidable, offering a comprehensive suite of products that seamlessly integrate with third-party applications, including social media channels and CRM platforms like Salesforce. Our commitment to interoperability ensures that clients benefit from a robust, future-proof solution that adapts to their evolving needs. Through strategic pre-selling, solution consulting, and skill transfer initiatives, we've not only expanded Enghouse Interactive's market presence but also empowered our partners to thrive independently in a competitive landscape. In essence, Enghouse Interactive stands as a beacon of innovation and collaboration, driving the digital transformation journey for enterprises worldwide.

What are the major challenges you have encountered initially while establishing yourself as a successful leader? How did you overcome them to emerge as a successful professional?

Navigating the path to becoming a successful leader presented numerous challenges, particularly in guiding team members toward adopting a solution-oriented sales approach. Many were accustomed to traditional sales methods, focusing solely on bandwidth services rather than embracing the broader spectrum of IT products. Overcoming this obstacle required patient coaching and a shift in mindset, emphasizing the value of offering comprehensive solutions to enhance customer experience. By advocating for the integration of applications atop basic services, I encouraged a transition towards a holistic approach, fostering long-term customer loyalty and positioning our team as industry leaders in providing comprehensive solutions to meet evolving market demands.

Tell us about your leadership approach. What are the guidelines or methodologies you follow as a leader?

My leadership philosophy revolves around the principle of knowledge sharing and empowerment. Having gained invaluable experience in customer service methodologies during my tenure with esteemed organizations like the Royal Bank of Canada and leading corporations in the United States, I understand the transformative power of implementing best practices. Upon returning to the Philippines, I made it my mission to impart these insights to my team, fostering a culture of continuous learning and excellence.

Central to my approach is nurturing talent and providing growth opportunities. I take pride in mentoring individuals and guiding them from entry-level positions to leadership roles within the contact center industry. By investing in their development and equipping them with the necessary skills, I've witnessed firsthand the remarkable progression of individuals who started their journey under my tutelage.

Eventually, my leadership methodology is rooted in collaboration, empathy, and a commitment to cultivating a workforce that excels in delivering exceptional customer experiences. Through shared knowledge and support, I strive to inspire and elevate those around me, driving collective success and fostering a culture of excellence within the organization.

How do you keep yourself up-to-date with ongoing industry trends to steer your organization towards the future?

Staying at the forefront of industry trends is crucial for steering my organization toward the future. Initially focused solely on voice telephones for contact centers, I expanded my knowledge by delving into diverse technologies such as social media, artificial intelligence, and evolving customer experience methodologies. Enghouse Interactive has been instrumental in fostering continuous learning through various training programs, enabling me to stay abreast of the latest technologies and market trends. Attending product training, technology updates, and industry webinars has been a regular practice, allowing me to not only understand emerging technologies but also position our organization strategically in the dynamic market landscape. By embracing a proactive approach to education and staying updated, I ensure that my organization remains agile and well-equipped to adapt to the ever-evolving demands of the industry.

What is the future destination you are heading towards?

As I look towards the horizon, my future destination encompasses not only the Philippines but also neighbouring regions in Southeast Asia and the Asia Pacific. While currently focused on managing the territory of the Philippines, I aspire to extend my expertise and leverage our cutting-edge technology, such as our CCSP and Enghouse Interactive solutions, to benefit businesses in nearby countries. Our all-encompassing IP unified communications platform, equipped with AI, social integration, and seamless third-party application connectivity, holds immense potential to revolutionize customer service across diverse markets. My vision is to expand our reach, enriching customer experiences and driving technological advancement throughout the region.

Yohlie Jarlego, Country Manager, Enghouse Interactive

Yohlie Jarlego, as the Country Manager of Enghouse Interactive, leads with a visionary approach, driving innovation and excellence in telecommunications. With a wealth of experience, Yohlie pioneers transformative strategies, shaping the future of connectivity in the Philippines and beyond, through cutting-edge solutions and strategic leadership.