A dynamic and strategic thought leader with over 25 years of experience, Jasmine Walia, Global Market Leader for the Travel, Hospitality & Entertainment vertical at Alorica, is passionate about delivering top-tier customer experience management solutions and revitalizing underperforming divisions. With expertise in exceeding key performance metrics, Jasmine has a proven track record of driving exceptional customer satisfaction, leading process improvements, and consistently contributing to revenue growth, profitability, and productivity at every career stage.
Jasmine’s career story began by chance. As a college student looking for part-time work, she applied for a call center agent position, which unexpectedly became the foundation of a fulfilling and expansive career. Despite starting as the lowest-performing agent for her first two weeks, Jasmine’s perseverance allowed her to quickly improve and excel. This pivotal experience taught her to believe in herself and laid the groundwork for her growth through operations, quality assurance, and training roles, giving her a deep understanding of the contact center industry.
With over two decades of experience, Jasmine has developed a diverse skill set, leading teams across learning and development, content management/moderation, digital transformation, employee health and safety, product development, and client services. In her previous role at Amazon, Jasmine led the support services team, equipping the frontline with the right tools, training, and technology to provide exceptional customer service.
At Alorica, Jasmine initially took on the role of Senior Vice President of Technology, where she successfully grew the company’s portfolio and established differentiators for the technology clients. Most recently, she has been instrumental in building Alorica’s Travel, Hospitality & Entertainment portfolios, working with an exceptional team to drive innovation and service excellence.
Passion for Transformational Change
As a Global Market Leader overseeing the Travel, Hospitality & Entertainment verticals, Jasmine leads a team dedicated to crafting strategies that ensure as a customer experience (CX) provider we effectively support and enhance the growth initiatives of our clients. With a focus on continually evaluating the business landscape, Jasmine helps identify and resolve her clients’ most pressing challenges, including issues such as high cost per contact, low customer satisfaction (CSAT), poor First Contact Resolution (FCR), lengthy Average Handling Times (AHT), low conversion rates, service disruptions, and capacity constraints. Addressing these pain points is crucial for boosting customer trust and expanding market share for her partners.
Jasmine views improvements in these key metrics as a gateway to transformational journeys for her clients. In today’s rapidly evolving environment, transformation is essential for businesses seeking to leverage cutting-edge technology to enhance customer service. One of the most rewarding aspects of her role is earning her clients’ trust and working closely with them to fundamentally change the way they approach customer service. This can be done through traditional CX optimization strategies, the introduction of effective self-service options and the use of AI to help reduce cognitive load of frontline agents.
“The exciting part,” Jasmine explains, “is when we consult with our partners to explore how they can automate repetitive tasks, allowing their agents to focus on building trust and improving customer interactions.” She thrives on finding innovative ways to integrate technology, optimize networks, and reduce costs. This aspect of her work—shaping the future of customer service through technology—fuels her passion and drives her success.
Journey to Confidence
Throughout her career, Jasmine has consistently faced one recurring challenge: self-doubt. Despite her success as a leader in the Travel, Hospitality & Entertainment verticals, she admits that the biggest hurdle she’s encountered is battling the inner voice that sometimes questions her abilities. Like many professionals, Jasmine has dealt with imposter syndrome and the nagging uncertainty that often accompanies new opportunities and challenges. “We all have that voice in our heads,” she says, “Sometimes it tells us ‘You can do it,’ and other times, it fills us with doubt.”
Jasmine’s experience with self-doubt is deeply rooted in her background. Having grown up without the safety net of wealth and facing a lack of support at times, she knows the anxiety that comes with uncertainty. “I know what it’s like to be hungry and to not always have the right support around me,” she shares. As her career has progressed, she continues to find herself in unfamiliar rooms, taking on new roles with new people—situations that can naturally stir feelings of insecurity. However, she has come to view these moments as positive signs of growth. “Putting myself outside of my comfort zone for growth can be fearful, but now I recognize that it’s a great sign. It means I’m rounding out my skill set and preparing for bigger things in the future.”
For Jasmine, overcoming self-doubt is an ongoing journey, one that requires personal strategies that may differ from person to person. She relies on a strong network of mentors to help guide her through critical career decisions or when she’s feeling uncertain in a new role. Additionally, she has redefined her inner dialogue. Rather than letting the voice of doubt take over, she turns it into a conversation. “When my mind tells me to worry, I reassure it and help to quiet the doubts,” she explains. Although our mind is there to help us strategize and solve problems, she also recognizes the need to manage and control it to prevent overthinking.
Jasmine has transformed her inner voice from a critic into a coach and cheerleader. “Turn self-talk into positivity, and it will change your life,” she advises. By reframing her self-doubt, Jasmine continues to break through barriers and embrace new challenges with confidence, knowing that growth lies just beyond the edge of her comfort zone.
Finding Equilibrium
Jasmine’s pursuit of balance between her professional ambitions and personal life is a constantly evolving process. As soon as she feels she has found a rhythm, something shifts, prompting her to reassess her strategy for managing both worlds. This challenge is particularly poignant in her role as a mother. As the proud mom of two young boys, ages 2 and 4 months, Jasmine juggles the demands of motherhood while excelling in her career. “They are the lighthouse of my life,” she says, “but they require loads of time, effort, and energy.”
The constant need for reassessment stems from her desire to excel in every role she plays—whether as a mother, a professional, a friend, a sister, or a wife. Finding the right balance is an ongoing journey. Some of the strategies she relies on to manage her dual responsibilities include careful planning to avoid overcommitting and ensuring her schedule remains organized. Jasmine also emphasizes the importance of mindfulness, staying present in the moment with the task or person at hand. “I focus on what I’m doing and who I’m with, rather than thinking about what comes next.”
Crucially, Jasmine draws inspiration from the bright spots in her personal life to fuel her professional endeavors. “I keep a picture of my wife and sons at my desk,” she shares. “It reminds me to keep my head up, keep going, and continue striving to be the very best.” This grounding motivation helps her maintain her focus, energy, and determination in both spheres of her life, allowing her to approach challenges with a sense of purpose and resilience.
Recipe for Leadership Success
According to Jasmine, a healthy recipe for success as a leader consists of several key ingredients: Integrity, Empathy, Communication, Ongoing Self-Improvement, Adaptability, Resilience, and Strategic Thinking. These qualities form the foundation of her leadership philosophy.
Integrity and Empathy are essential because, as Jasmine explains, “You can never be a better leader than you are a person.” Treating people with respect and fairness is non-negotiable. Integrity ensures that leaders act in the best interest of their teams and organization, while empathy fosters a culture where individuals feel valued and understood. “The basic requirement of being a good leader is to do so with the highest level of integrity and empathy,” Jasmine emphasizes.
Communication plays a crucial role in aligning team members toward shared goals. Clear communication is necessary because different people can interpret tasks and objectives in varied ways. “Humans can interpret asks and actions differently, so guidance must always be clear, with opportunities to talk through the assignment,” she advises.
Jasmine also believes that ongoing self-improvement is key to sustained leadership success. She underscores the importance of humility and the willingness to leverage available tools and resources. As the business landscape constantly evolves, leaders must refine their skills to guide their teams effectively. “Leaders mature, but the variables around us—like business landscapes and economies—change. We must always work on refining our skill set to lead our teams to success.”
In addition to self-improvement, adaptability and resilience are indispensable. “We are constantly surrounded by changing landscapes—people change, economies shift, and policies evolve. To succeed, we must be willing to challenge the status quo and embrace evolution,” she says. Jasmine also highlights the value of resilience in overcoming failure, viewing setbacks as opportunities to learn and grow: “A failure is still a success if a lesson can be taken from that experience.”
Finally, strategic thinking is a skill that Jasmine likens to a muscle that must be exercised regularly. She carves out time early in the morning, when the world is still asleep, to focus on complex business problems and develop strategies for success. “Strategic thinking is critical for the success of my partners and team, and therefore, a skill set I am always working to build,” she concludes.
For Jasmine, these principles are not just a guide to leadership—they are the foundation for building thriving teams, navigating challenges, and driving long-term success.
Leading Alorica Towards Strategic Success and Enhanced Customer Experience
Jasmine’s future goals revolve around ensuring that Alorica’s partners achieve their strategic objectives. Her belief is simple: “If our partners do well, we do well.” To accomplish this, Jasmine and her team work closely with each partner, gaining a deep understanding of their strategic targets and roadmaps. They then align Alorica’s strategies to manage these businesses according to each partner’s priorities. “With open communication and true partnerships, we can help our partners ensure their companies hit critical goals,” she says.
Alorica offers a comprehensive suite of digitally-charged services aimed at helping partners better meet the evolving needs of their customers. Jasmine outlines that these services fall into five key pillars:
- Unify Client Business & Transformation Objectives – Work together to ensure strategic alignment.
- Provide Actionable Insights – Use data and analytics to improve performance and enhance the customer journey.
- Streamline Customer Engagement – Ensure the use of optimal channels for communication and service delivery.
- Mechanize Processes – Automate tasks for greater accuracy and efficiency.
- Expand Into New Digital Frontiers – Find innovative solutions to address future needs.
Within these pillars, Alorica’s capabilities include advanced services such as journey mapping, analytics, automated virtual assistants, and real-time voice translation. These offerings are particularly vital in Jasmine’s industry—Travel, Hospitality & Entertainment—where customer experience and trust are paramount. “There is a pressing need to enhance CX,” Jasmine explains. “With common challenges like service disruptions, increased costs to serve, and loss of customer trust, companies must challenge the status quo by deploying technology to ensure they remain relevant.”
For Jasmine, the future lies in continuing to build strong partnerships, deploying cutting-edge technology, and transforming the way companies interact with their customers. By driving innovation and maintaining a customer-centric approach, Jasmine is confident in helping partners achieve their long-term goals.
Real-Time Translation and AI-Powered Virtual Assistants
Jasmine highlights real-time voice translation services and virtual assistants as key areas driving the future of CX.
- Real-Time Voice Translation: As the demand for fast and localized multilingual customer support is higher than it has ever been, Alorica recently launched Alorica ReVoLT (Real-time Voice Language Translation) – an exclusive solution to providing seamless and efficient customer service, regardless of language differences, and first-of-its-kind in the CX space. Traditionally, companies required native speakers for different regions, leading to costly and complex networks. With Alorica ReVoLT, brands can now centralize operations in their preferred region, while using real-time translation to serve customers in any language. Alorica ReVoLT improves flexibility, reduces operational costs up to 50%, and enhances agent tenure by eliminating geographical limitations.
- Virtual Assistants: To reduce agent cognitive load and improve CX, Jasmine emphasizes AI-powered virtual assistants. These assistants can listen to live calls, navigate knowledge bases in real-time, and coach agents toward first-contact resolution. By using AI to handle simpler tasks, agents can focus on building trust and providing better service on more complex issues. Jasmine believes that AI will empower agents, helping them deliver more memorable customer experiences.
Resilience to Advocacy
Jasmine is motivated to make a difference by her past and the journey that led her to where she is today. The well-being of her two boys inspires her for the future, serving as her “lighthouse” and a reminder of the importance of investing in herself as an executive.
Growing up in a blue-collar, conservative family as an LGBTQ youth, Jasmine faced challenges, including feeling unwelcome and having to move out at an early age. While these experiences were difficult, they also fostered resilience and a determination to excel in sports and work. Jasmine’s journey taught her the value of equality, prompting her to advocate for fair hiring practices and equal opportunities within the companies she works for, aiming to create cultures that empower everyone.
Championing Resilience and for Women in Leadership Roles
Jasmine believes many women in senior leadership roles can relate to being overlooked for promotions, receiving lower pay, or not being “part of the in-crowd”. Her experiences as a woman have significantly shaped her approach to leadership, and she has developed a powerful spirit of resilience and determination to overcome the challenges that she encountered throughout her life. That is why she is says she is passionate about working at a company like Alorica. “Everyone’s voice truly matters because Alorica is committed to creating a culture where every person feels valued, supported, and truly at home—we are a family here,” says Jasmine.
She is inspired to be an example to women in the workforce, especially to working moms who also juggle work and home life. By setting the bar higher daily, she demonstrates the amazing contributions women make in the workforce.
Empowering Message
Jasmine emphasizes the importance of believing in yourself and taking risks. As both a mentor and mentee, she has observed that many women struggle with self-confidence, often waiting until they feel like experts before applying for new roles. However, she argues that true expertise is developed through experience, and women should embrace the opportunity to learn and grow in new positions.
To succeed, Jasmine suggests leveraging the knowledge of experienced leaders and utilizing available resources, such as training programs and mentorship. She stresses the importance of hard work and commitment in every role.
Equally important is advocating for your career. Women should actively engage with their leadership teams to discuss their interests and career aspirations. This includes asking about potential roles, identifying areas for improvement, and seeking support for professional development. Even if leadership doesn’t initiate these conversations, it’s crucial to take the initiative. With self-belief, courage, and clear communication about future goals, there are no limits to what women can achieve.
