The Business Process Outsourcing (BPO) industry stands as one of the largest employment sectors in the Philippines. Since opening our first international office in the Philippines in 2014, TSA Group has been proudly growing alongside the community, continually learning from our employees and contributing to building a workplace that embraces everyone. This commitment to inclusivity aligns perfectly with events like the BPO Tourism Queen pageant, an initiative by Katherine Portugal of Traevents Co., designed to promote visibility and support for LGBTQIA+ employees within the BPO sector.
Katherine Portugal explains the motivation for the pageant: “[It] started as a dream to provide a platform for our LGBTQIA+ BPO employees. So, since we are in travel and tourism, and our main clients are from the BPOs, it’s like giving back to the clients and helping boost Philippine tourism.”
This year marked TSA Group’s return to the BPO Tourism Queen pageant, which resumed after a five-year hiatus due to the pandemic. Kendra Marie, stepping onto the national stage for the first time, proudly carried forward the legacy left by Pia Nepomuceno, our previous representative and reigning Queen of the 2019 pageant. Kendra, who has been with TSA Group for over seven years, showcased the values of inclusivity and diversity that we champion. Her performance and responses during the pageant demonstrated a profound commitment to creating environments that celebrate each individual’s unique contributions, highlighted the importance of supportive leadership, and advocated for a sustainable future.
The importance of inclusivity in leadership
Kendra’s insights into leadership and inclusivity were particularly impactful during the pageant, perfectly aligning with our ‘TSA Ways‘. In the Judges Round, she responded to a question about a recent incident in a restaurant in Cebu City, where a server inadvertently addressed a customer incorrectly, sparking a significant conversation on social media about misgendering. She emphasised the critical role of leadership in cultivating an inclusive environment:
“Management should always be responsible for the professional development of employees, creating a culture of inclusivity and respect for people’s entirety. In situations like these, it is crucial for the manager to be present to support both the customer and the employee. Being proactive in pacifying the situation, whilst acknowledging how offensive misgendering can be, is essential for delivering a message that we strive to offer the best service moving forward.”
Her perspective not only mirrors TSA Group’s commitment to ‘Engaging Leadership’—a fundamental pillar of our TSA Ways—but also exemplifies how we implement these values in real scenarios. This strategy ensures that every team member feels supported and valued, laying the groundwork for respectful interactions at all organisational levels. Kendra advocates for open conversations, which help dismantle stereotypes and nurture a culture of acceptance and understanding that surpasses mere tolerance.
By championing these principles, Kendra demonstrated the critical role of leadership not only in addressing issues as they arise but also in preventing them by establishing a tone of empathy and respect from the outset. This proactive and considerate approach to leadership is what TSA Group strives to embody across all operations, ensuring that inclusivity extends beyond policy to become a lived reality for every member of our team.
Sustainability and inclusive tourism
From her entry submission through the selection process to the pageant itself, Kendra consistently advocated for sustainability, a topic that resonates with our own environmental practices. As an organisation that proudly maintains a carbon-neutral status, we understand the critical importance of integrating sustainability into every aspect of our operations. Kendra expressed her dedication to promoting sustainable tourism practices: “Joining the BPO Tourism Queen pageant has provided me with a platform to advocate for sustainable and inclusive tourism. These initiatives ensure that we’re not just promoting destinations but also encouraging people to help preserve them. By ensuring that all tourism opportunities are accessible to everyone, regardless of their ability or gender expression, we foster an environment that is welcoming and affirming; providing peace of mind for all that they can travel safely without fear of harm.“
A triumph for Kendra
Kendra’s outstanding performance in the BPO Tourism Queen pageant earned her the second runner-up position. Throughout the pageant, Kendra embodied the spirit of TSA Group by exemplifying how empowering voices within a diverse workforce can lead to meaningful dialogue and real change. Her approach went beyond merely competing for a title; it was about making a statement and spreading awareness about crucial issues that affect us all.
Her initiative to weave sustainability into the fabric of her platform reflects TSA Group’s ongoing efforts to operate responsibly. Similarly, her emphasis on inclusive leadership underpins our commitment to ensure that every employee, regardless of background or identity, feels valued and heard.
As we celebrate Kendra’s success, we are reminded of the importance of supporting such platforms that not only provide visibility but also create a sense of community and shared goals. We look forward to continuing our support for Kendra and initiatives like the BPO Tourism Queen pageant that align so well with our own core values.
TSA are Australia’s market leading specialists in CX Consultancy and Contact Centre Services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.