YOUnique: Victoria Orrego

At itel, growth is more than a promise. It’s something our people experience every day. Victoria Orrego’s journey is a powerful example of how continuous learning, the right mindset, and the right support can open doors to new opportunities for personal and professional development.

Hi Victoria, thank you for joining us today. We would love to hear more about your career journey at itel, your role in the company and how you’ve been able to grow into so many exciting positions in only a year. It’s impressive and I’m sure our readers would like to know the secret of your success…

I just celebrated my one-year anniversary in early January, and though I’m still fairly new to the company, it’s been a really rewarding experience so far. I started as an agent on the very first campaign launched at the Belize site. We call ourselves “Veterans”, one of the first batches to start here, and I was first hired as a concierge agent for a healthcare client, then transitioned to a lab receptionist role, followed by patient coordinator. Recently, I moved into my current role as a CX Coach. I’m still in training for that, but I’m incredibly grateful for the opportunities I’ve been given.

Have you always worked in customer service roles?

I’ve worked in contact centers before, but not specifically in customer service. My background is mostly in sales, so transitioning into a customer service–focused role was new for me. It’s been a big shift, but I’ve learned so much about what goes into delivering great customer experiences.

What initially drew you to itel?

At first, I was simply curious. itel was a newer company in Belize, and I wanted to learn more about what made it different. Once I understood the company’s values, vision, and focus on growth, I knew it was a place where I could build something long-term.

What do you like best about working here?

The environment, without a doubt. I’ve been lucky to work with an amazing team, supportive supervisors, and an exceptional program manager who consistently pushes us to be the best versions of ourselves. itel truly feels like a family and that makes a huge difference.

You’ve held several roles in a short time. What did they involve?

Though each role was slightly different, the focus was always the same: supporting patients. A lot of what we do is to ensure that our patients have a safe and seamless surgical journey. So, we help patients prepare for surgery by serving as the first point of contact, by answering questions, focusing on medical readiness and coordination, and easing concerns throughout the process.

Is there a certain quality that makes you a strong fit for these roles?

I think it’s my ability to truly listen and understand people, especially in sensitive situations. Empathy and openness are essential in this campaign. I also have a strong drive to learn. I honestly believe there’s always room to grow, no matter how experienced you are.

What do you like most about your job and why?

Knowing that I’m helping people through an important and emotional process is incredibly fulfilling. Being able to support patients, guide them, and ensure they feel confident and cared for makes the work meaningful.

What are some of the more challenging aspects of your role, and how do you overcome them?

Because we’re supporting patients through emotional decisions, sometimes people can be sensitive and not every interaction will go smoothly. In those times, I’ve learned to ask questions, so I can understand what patients need, and continuously refresh my knowledge so I’m prepared to resolve any issues that come up. That mindset has helped me grow tremendously.

How do you stay motivated, even on days where you may confront challenges?

I see learning as a stepping stone rather than an obstacle. Every situation offers something to learn, even if it doesn’t apply immediately. Staying focused on my goals and asking myself what the next step is keeps me motivated.

Do you have any future goals at itel or any new positions you would like to grow into?

I’m taking things one step at a time, but I’m very interested in training roles in the future. As the site continues to grow, I’d love to use my expertise and experience to help support and develop others coming into the campaign.

Now, I’m sure our readers would like to know what life in Belize is like. Have you always lived there?

Yes. I was born and raised right here in Belize City. It has always been my home.

What do you enjoy most about living and working in Belize, especially Belize City?

Belize is a small country, but it’s diverse, it’s made of so many people that have immigrated here over time. That makes us open and friendly, but also deeply connected, because there’s a strong sense of community and cultural richness. There’s so many fun spots around town and you can always explore and find something new. Belize City is also small enough that it’s common to see familiar faces wherever you go. That warmth makes living and working here incredibly special.

Do you have any activities or hobbies that you enjoy outside of work?

I love reading. I am a true bookworm. Fantasy and thriller genres are my current favorites. I also love discovering quiet cafés or seaside spots where I can relax with a good book.

Tell us one unique thing about yourself that people might not know.

I write poetry. I never publish it, but I keep journals filled with poems. I write whenever inspiration strikes, sometimes even in the middle of the night. It’s something I do just for myself.

That sounds amazing. Thank you, Victoria, for taking the time to sit down with us and share your journey. Your story reflects the power of curiosity, continuous growth and learning, and the wonderful things that can come from saying yes to new opportunities. We’re grateful for the impact you make every day and hope your experience inspires others to explore new paths, build new skills, and grow alongside us at itel.