Climbing the ranks: Career intelligence from Probe CX’s exceptional talent

Our culture empowers our people to conquer challenges, achieve technical excellence and lead with purpose. This environment has allowed many of our exceptional people, who began their journeys as frontline agents, to now lead our company into the future.

We sat down with five of our leaders to uncover the "exceptional" mindsets that fueled their rise. Here is their insider advice on how to progress in your career.

1. Stay agile: "Don’t get emotionally attached to the process"

Jacqui Smalley, Senior Manager for Digital Customer Success: With 20 years at Probe CX across numerous roles, Jacqui’s growth is rooted in her openness to evolution. She is currently at the forefront of our digital journey, pioneering Virtual Agents and AI solutions that handle routine tasks so our agents can focus on high-value human interactions.

"Don’t get emotionally attached to the work that you do," Jacqui advises. "If someone comes in with fresh eyes and fresh ideas, embrace it and learn from it. Staying open to new trends is how you empower yourself and your clients."

2. Build resilience: "Say yes to the hard stuff"

Troy Osborne, Account Executive: Troy started as a phone agent and now manages one of our largest government accounts. His journey is a masterclass in resilience and stepping into the unknown. From successfully setting up "pop-up" sites during the pandemic to launching our Springfield site in 2020, Troy thrives where others might hesitate.

"The biggest lesson I’ve learned is the importance of seizing opportunities," Troy says. "Actively embracing challenges outside my comfort zone has provided my foundation for growth. Push your boundaries, say yes to the hard stuff and learn from every experience."

3. Value mentorship: "With the right leaders, anything is possible"

Aditee Naik, Senior Project Manager: Aditee’s started on the front lines of a New Zealand contact centre, selling products from TV ads. This role developed the communication and problem-solving skills that created her foundation for success. Today, she manages complex projects, a trajectory she credits to the exceptional leadership at Probe CX.

"Probe CX has shown me that with the right leaders, anything is possible," says Aditee. "I’ve been fortunate to work with incredible mentors who have made my journey one of constant learning and growth."

This focus on mentorship and growth, championed by our Chief Technology and Digital Officer Rohan Khanna, recently saw Aditee and her teammates recognised by Computerworld as one of the Best Places to Work in IT for 2026.

4. Lead with empathy: "See potential before it’s obvious"

Kathleen (Kaye) Maglaya, Operations Programme Director: Based in Manila, Kaye has navigated eight different roles over 16 years. Now leading service delivery excellence, she believes that being an exceptional leader means putting people first.

"Leadership is about seeing potential before it’s obvious, making tough calls with empathy and never losing sight of why we do what we do," Kaye shares. For her, nurturing talent and handling tough decisions with empathy is the highest form of service.

5. Foster connection: "Trust and rapport are everything"

Jhozheff Alois (Phong) Dela Cruz, Engagement Lead: Since joining in 2021, Jhozheff’s rise to Engagement Lead across the Philippines has been meteoric. His secret has been the power of listening and building a community.

"Spend your first few weeks just listening and learning," Jhozheff advises. "Build genuine relationships. In this industry, trust and rapport are everything."

The common thread: Exceptional People

These leaders prove that at Probe CX, your starting point doesn’t define your destination -your mindset does. We are proud to have such exceptional talent shaping our future.

These stories prove that with the right mindset, the possibilities are endless. Discover more about our culture of and how the future of CX is being built by people like you.