From Collections Agent to COO
Beryl Fauni went from collections agent to COO at Vault Outsourcing. Her story links frontline skill, internal development and a leadership style focused on helping others grow.
Beryl Fauni’s career shows how BPO career growth can begin with frontline work and develop through operations, sales support and leadership. She joined Vault Outsourcing as a collections agent and is now its Chief Operating Officer, a role she says is less about a title than helping people develop.
Source: From Collections Agent to COO
Where she learned the work
Collections is demanding work: each conversation involves someone who has fallen behind, and that person may not want to answer the call. Fauni began in that environment when she joined Vault in 2016. At the time, she hoped to do good work and contribute wherever she could; she did not expect that the job would eventually lead to the company’s executive team.
“Frontline experience can inform leadership when knowledge is shared.”
Vault Outsourcing builds offshore teams in the Philippines for Australian lenders, fintechs and financial services firms. The company treats collections as a specialist function rather than simply a high-volume calling operation. Its approach emphasizes emotional intelligence and sound judgement under pressure. In that view, an agent who relies only on a script can turn a difficult conversation into a standoff. Listening, adapting and applying judgement are part of the work Fauni was learning on the phones.
Vault marked her ten years with the company in March 2026, describing her story as “A story about a woman of grit.” The recognition also reflected the company’s approach to team building. Rather than hiring individual stars and assuming a strong team will form around them, Vault says it aims to develop people from within. Fauni took a chance on that vision while the company was still young.
Vault was founded in 2015, the year before Fauni joined. Its directory listing describes a team size of 201–500 people. Those details put her progression in context: she joined an early-stage company, learned a frontline financial-services role and advanced as the organization developed.
Her path included operations and sales. Vault’s posts identify her as Director of Sales Operations before announcing her promotion to COO. In the earlier role, she joined CEO Dean Hutton to open the company’s newer office at Insular Life Corporate Centre in Muntinlupa, south of Metro Manila. That progression connects frontline experience with work supporting the company’s operations and growth. For readers considering BPO career growth, it also illustrates how learning the work can provide a base for taking on broader responsibilities.
BPO career growth through leadership
Fauni attributes her progress to people who supported her early and continued developing alongside her. Her account places the emphasis not on a promotion alone, but on the relationships and opportunities that helped her take on more responsibility. A career path can involve personal effort, but this profile also makes clear that encouragement and development from colleagues and leaders mattered to her.
For Fauni, a leader’s responsibility is to give others room to develop. That means sharing what she has learned and helping colleagues recognize potential they may not yet see in themselves. It is a practical description of leadership: knowledge is useful when it is passed on, and responsibility includes making space for other people to grow.
She has said that one of the most rewarding parts of her role is seeing her team do well. She is grateful to work for a company that invests in developing its own people. This perspective offers a useful way to think about advancement for anyone starting in a BPO role. A promotion can change a job title, but a leader’s contribution also shows in whether colleagues are supported to build capability and take on new work.
Her words capture that distinction: “Leadership is not defined by titles.” For job seekers, the point is not that titles do not matter; they can describe responsibility and experience. Rather, Fauni’s statement puts the focus on what someone does with a role—how they share knowledge, support a team and help others build confidence.
Why it matters for buyers
For an Australian lender considering an offshore team, a leader who has done the frontline work offers a practical connection between service delivery and management. Collections, compliance and customer conversations are among the functions Vault sells. Fauni learned the collections work on the floor before moving into leadership, giving her experience in the work that sits behind the service.
That background is relevant to buyers evaluating how an offshore operation will be run. The profile does not claim that one person’s experience guarantees an outcome; it shows how frontline familiarity can inform a leader’s perspective. Someone who has handled difficult conversations has direct experience of the demands agents face, while later operations and sales responsibilities add other parts of the business to that career path.
There is a candidate-side lesson here, too. When assessing a BPO opportunity, look beyond a job title and learn what the work involves, how the employer describes the role, and whether the application and offer are clear. POEA Job Finder’s guide on checking a BPO company before applying can help you verify an employer, recruiter, vacancy and offer before sharing information or accepting a job.
Fauni’s story is not a promise that every collections agent will become an executive. It is an example of a route that combined frontline knowledge with later operations and sales work, within a company that says it develops people internally. For a job seeker, that makes it worthwhile to ask what skills a role can build and what opportunities may be available to take on broader responsibilities.
“Leadership is not defined by titles.”Beryl Fauni · Chief Operating Officer, Vault Outsourcing
A decade in, still building people
Fauni marked her ten-year anniversary during National Women’s Month in the Philippines and dedicated her reflection to other women in leadership. Her story presents her career as an example of the approach Vault often talks about: hire for the capabilities needed in financial services, then give people room to rise.
The progression—from collections agent to Director of Sales Operations and then COO—shows a sequence of roles rather than a single leap. It also returns to the idea that leadership is a practice, not just a destination. Fauni credits the people who backed her and developed alongside her, and she describes her own responsibility as helping others recognize their potential.
For readers, the useful takeaway is to connect ambition with evidence. Note the work you have learned, the situations where you have used judgement, and the ways you have supported a team. Those examples can help you explain your readiness when applying for a new role or asking to take on additional responsibility. Fauni’s path makes room for both sides of advancement: the individual builds experience, and the workplace must provide opportunities to use and extend it.
About Beryl Fauni
Beryl Fauni is Chief Operating Officer of Vault Outsourcing, which builds offshore teams in the Philippines for Australian financial services firms. She joined the company in 2016 as a collections agent. Before becoming COO, she worked in operations and sales, including as Director of Sales Operations.
Her experience is especially relevant to readers considering customer-facing BPO work, collections or a longer-term move into operations. As you prepare an application, keep your contact details and documents secure, and verify who is receiving them. POEA Job Finder’s advice on protecting your identity during online job applications covers practical ways to safeguard personal information. You can also use its guide to securing your email for job applications to protect recruiter conversations and application documents.
What job seekers can take from her path
Fauni’s story is a profile of one person’s career, not a guaranteed career ladder. Its value for Filipino job seekers is in the choices it makes visible: learn the work thoroughly, build experience beyond one task when opportunities arise, and pay attention to employers that talk about developing their own people. If you are already in a frontline role, you can use those ideas to plan your next conversation with a supervisor or prepare for a future application.
Start by describing your current work in concrete terms. Think about the customer situations you handle, the judgement your role requires and the responsibilities you have taken on. Then identify what you want to learn next—whether that is a deeper understanding of operations, supporting colleagues or another responsibility connected to your experience. Avoid assuming that a particular promotion will follow; instead, use your examples to ask about the skills and opportunities needed for the next step.
If you are entering the industry, look carefully at the employer and the actual vacancy before sharing personal information or accepting an offer. If you are already employed, keep track of what you learn and how you contribute to team outcomes. Fauni’s route began with doing the work and grew through further responsibilities, support and a willingness to help others develop. Browse current opportunities on POEA Job Finder, then compare each role with the skills and experience you want to build.