In this interview, we delve into the remarkable story of how Michelle Fiegehen, the Founder and CEO of Yempo, embarked on her path to success in the world of offshore outsourcing. Join us as Michelle shares her experiences, notable accomplishments, leadership style, and the values that have guided her along the way. Discover what sets Yempo apart from other agencies, how Michelle navigated the challenges of the COVID-19 pandemic, and her aspirations for the future. Get ready to be inspired by Michelle’s journey as a CEO and her relentless pursuit of excellence in the field of offshore outsourcing.
Michelle’s Personal Journey as a Business Leader
Michelle Fiegehen began her career in the IT sector, where she spent decades initially working as a technical resource before eventually leading global technical teams across various countries, including the US, UK, Australia, and Asia. Her career took a pivotal turn when she was asked to relocate to the Philippines by her employer, a global investment bank. This move was intended to establish an IT engineering team to support the growth of the business. It was an exhilarating time for Michelle, as her role expanded beyond IT management to encompass human resources, finance, risk management, site management, and more. When it came time for her to repatriate and return to her previous position, she made a life-changing decision to become a business owner, marking the beginning of a new and exciting chapter in her career.
Significant Accomplishments and Success Stories
One of Michelle’s proudest achievements as a business leader is successfully steering Yempo into its 10th year of operation while delivering substantial benefits to its clients and providing meaningful career opportunities for employees. Under her leadership, Yempo has achieved impressive client and employee retention rates, which is particularly noteworthy in an industry known for high turnover. Michelle takes great pride in building a business that generates positive feedback from both clients and staff, which is reflected on their website through numerous testimonials celebrating the quality of their services.
Leadership Style and Approach to Growth
Michelle describes her leadership style as decisive yet collaborative. She believes in including her team in the decision-making process that drives growth and success, ensuring that their expertise and talents are recognized and valued. At Yempo, the culture is built on principles of kindness, inclusion, and respect, which Michelle considers a differentiating factor in a highly competitive market. She strives to create an environment where every employee feels valued and motivated, contributing to the overall success of the organization.
Unique Strategies for Market Differentiation
Yempo distinguishes itself from competitors primarily rooted in call center operations, which foster a particular organizational culture. Unlike these companies, Yempo has never operated as a call center. Instead, the company adopts a culture of empowerment and respect towards its employees. Yempo focuses on hiring professionals for high-level roles, such as Management Accountants, Senior Auditors, and Full-Stack Developers, rather than employing staff for low-level tasks. Clients frequently commend Yempo for its responsiveness, flexibility, and ability to attract and retain top talent in the industry.
Navigating Challenges as a Business Leader
During the COVID-19 pandemic, Michelle faced significant challenges but also saw an opportunity to showcase Yempo’s unique operational model. Many offshore outsourcing companies struggled to transition to a work-from-home model due to inadequate resources. In contrast, Yempo was able to efficiently box and dispatch necessary equipment to employees’ homes without any interruptions or delays in client deliverables. This adaptability underscored the effectiveness of Yempo’s approach and solidified its reputation in the market.
Guiding Values and Decision-Making Principles
Michelle’s leadership philosophy is heavily influenced by her past experiences in toxic work environments; she is determined to ensure that no employee ever considers Yempo to be a negative workplace. She emphasizes that her leadership and administration teams must treat everyone—clients, employees, former employees, prospective employees, and suppliers—with the same respect and courtesy as they would a customer. This principle is foundational to the company culture that Michelle fosters.
Staying Informed about Industry Trends
While Michelle stays informed about the latest trends and developments in the industry through associations and publications, she emphasizes that this is not a primary focus of her role. From the very beginning, she aimed for Yempo to remain independent of competitor and industry influences. The company’s business model was intentionally crafted to be unique, designed to meet client needs without being swayed by the paths taken by others.
Key Factors Contributing to Success
Michelle believes that her extensive background in corporate settings has been a key factor in Yempo’s success. With decades of experience working in corporate environments, she understands the professionalism expected by large enterprises from their suppliers. This insight allows Yempo to offer a level of responsiveness, professionalism, and flexibility that delights its clients, most of whom are suppliers to corporate entities.
Future Aspirations and Vision for Yempo
Looking ahead, Michelle envisions Yempo continually seeking feedback from clients to enhance their offerings and identify additional services that can be provided within the existing pricing model. As the company grows, she aims to reduce costs for clients by achieving economies of scale. A core tenet of Yempo’s philosophy, as articulated by one of Michelle’s favorite client quotes, is to operate from a position of “How can we help?” rather than “What else can we sell you?”
Personal Accolades and Industry Recognition
Michelle Fiegehen’s contributions to the field have been recognized with several accolades, including the title of Most Outstanding Offshoring Solutions Provider by the Best CEOs of the Year 2022 by The CEO Views, APAC Entrepreneur’s 10 High-Performing CEOs from the Philippines 2023, and recognition as one of The Silicon Review’s 50 Best Companies to Watch 2024. Furthermore, she boasts an impressive 4.8 rating on Glassdoor, reflecting her commitment to creating a positive work environment at Yempo.
In conclusion, Michelle Fiegehen’s journey as a business leader is a testament to her resilience, vision, and commitment to fostering a positive workplace culture. Through her extensive experience in the IT sector and her dedication to creating meaningful opportunities for employees, she has established Yempo as a distinguished player in the offshore staffing industry. Michelle’s strategic approach to leadership, combined with her emphasis on client satisfaction and respect for all individuals within her organization, sets a high standard that inspires others to follow in her footsteps. Her story not only reflects her personal achievements but also serves as a source of motivation for aspiring leaders aiming to make a positive impact in their fields.
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