Employee Spotlight: Lorry - Helping Agents Succeed
Meet Lorry Ann Cahayagan, Consio’s Success Operations Specialist, and discover how she helps scale agent onboarding, training, and account operations.
Meet Lorry Ann Cahayagan, Consio’s Success Operations Specialist, helping turn recruiting, onboarding, training, and day-to-day account operations into systems that scale.
Lorry joined Consio with a background built around one constant: working with people and solving problems.
Today, she sits at the center of many of the moving pieces behind Consio’s human agent operations. From finding and vetting the right agents to getting them ready for client accounts, monitoring performance, and helping teams adapt when things change, her role is about making sure people and processes work together.
No two days look exactly the same, and that is part of what she enjoys about it.
From customer service to operations
Lorry’s career started in the BPO industry, where her first role combined customer service, sales, and retention for a US telecommunications company. She handled inbound calls, basic troubleshooting, upselling, and customer retention, while also having managerial-level access to activate devices on behalf of store representatives.
At the same time, she was completing a bachelor’s degree in Secondary Education, majoring in English. “I started as a working student in my second year of college,” she explains. “At the time, I didn’t know freelancing was an option, so BPO felt like the most practical path.”
She continued working through graduation before moving into accounts receivable and collections for a US dental company, and later working as an executive assistant for a Canadian music academy. The roles were different, but they shared the same foundation: understanding people, solving problems, and figuring out how to keep things moving.
Over time, that naturally pushed Lorry toward operations. Instead of solving one customer problem at a time, she became increasingly interested in improving the processes behind them.
Keeping people and accounts moving at Consio
At Consio, Lorry works across recruiting, onboarding, agent performance, client coordination, and account operations. A large part of her role starts with making sure the right people are matched with the right accounts. That means reviewing candidates’ experience and communication skills, proposing agents to clients, coordinating approvals, and managing the process through onboarding and go-live.
But her involvement does not stop once an agent joins an account. She continues monitoring how things are working, reviewing performance, identifying when an account needs more coverage, and helping make staffing or queuing decisions when something changes. “A lot of it is problem-solving in real time,” she says.
An agent might need additional training. A client may suddenly need more coverage. A campaign may require a new sales script or objection-handling flow. Or there may be a gap in a tool or internal process that needs to be solved.
Lorry also works closely with Team Leads, clients, agents, and the internal Consio team to make sure information does not get lost between everyone involved. She participates in account reviews, agent introductions, and campaign check-ins, translating what clients need into something agents can execute in practice. That can include creating sales scripts, improving objection handling, building training materials, or defining a process around a specific campaign.
“My day isn’t built around one fixed task,” she explains. “It’s more about keeping the people and processes around each account moving, spotting where something isn’t working, and figuring out what needs to happen next.”
Building a better agent onboarding process
One project Lorry is particularly proud of is rebuilding Consio’s agent onboarding process. When she started working on it, different pieces of onboarding already existed, but they had not yet been brought together into one clear end-to-end system.
Lorry helped structure the process from agent selection through training, shadowing, readiness checks, and ultimately going live on a customer account. The goal was not simply to create another checklist. She looked at what agents actually needed to succeed at each stage, what Team Leads needed to know, and where potential issues could be identified before an agent started working with customers.
The result was a more consistent roadmap for new agents and a clearer definition of what being “ready to go live” actually means.
“I’m proud of it because it’s something that can keep working even when I’m not personally handling every step,” Lorry says. “For me, that’s what good operations should do: solve the immediate problem, but also build a better system for the next person.”
Watching agents grow
For Lorry, one of the most rewarding parts of the job is seeing that system translate into individual progress. “There's something really satisfying about seeing someone come in nervous on their first shadow session and a month later they're closing sales on their own.”
Working across multiple ecommerce brands also means there is always something new to learn. Every client has different products, customers, challenges, and conversations. Supporting those accounts gives Lorry exposure to new industries and new customer conversations, while constantly pushing her to think about how agents can communicate and perform more effectively.
That combination of people development and operational problem-solving is what she enjoys most about the role.
Outside of work
Outside of Consio, Lorry’s life revolves largely around her family. She lives in a rural area of the Philippines with her husband and children and spends much of her free time with them.
Weekends are often simple: resting, going out to buy inventory for the family’s small sari-sari store, eating out together when they get the opportunity, and spending time supporting her children with school, activities, and performances.
Living somewhere with fewer restaurants and food chains also makes those family outings feel a little more special. She and her husband spend a lot of time talking about their family, their children’s future, and the kind of people they hope to help them become. Her Christian faith is also an important part of her life, with prayer and gratitude forming part of her everyday routine.
When she gets more time, Lorry hopes to do more gardening and farming, travel with her family, and simply find a little more time for herself. But for now, the thing she values most is straightforward: being with her family.
Building operations that help people succeed
Lorry’s work at Consio sits behind many of the moments customers ultimately see. Finding the right agent, preparing them properly, giving them the processes they need, adapting when an account changes, and helping people grow into their role all require strong operations behind the scenes.
Her approach is centered on making those operations clearer, more consistent, and easier to scale. And whether she is helping an agent get ready for their first live account or improving a process for everyone who comes next, the objective stays the same: build systems that help people succeed.
Et pour l’intro, je la mettrais aussi comme ça :
Meet Lorry Ann Cahayagan, Consio’s Success Operations Specialist, helping turn recruiting, onboarding, training, and day-to-day account operations into systems that scale. Lorry joined Consio with a background built around one constant: working with people and solving problems.
Today, she sits at the center of many of the moving pieces behind Consio’s human agent operations. From finding and vetting the right agents to getting them ready for client accounts, monitoring performance, and helping teams adapt when things change, her role is about making sure people and processes work together.
No two days look exactly the same, and that is part of what she enjoys about it.
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