We’re excited to introduce you to the always interesting and insightful David De La Rosa. We hope you’ll enjoy our conversation with David below.
Alright, David thanks for taking the time to share your stories and insights with us today. What were some of the most unexpected problems you’ve faced in your career and how did you resolve those issues?
I started my career in a call center in Harlingen, TX, as a customer service representative. I was determined to find a career where I could succeed and grow. My focus on learning and development eventually led to an opportunity to move to Phoenix, Arizona, as a Senior Manager for a technical support call center.
Starting in this new role was challenging. I was the newcomer in a team with established relationships, and the existing leadership was not very welcoming. Many team members had been with the company for years and felt that their chance for advancement had been taken away, so I was met with resistance.
Every day, I would sit in the parking lot before work, reminding myself of my goal: to drive positive change, focus on what mattered, and support the team. Despite my efforts, I often felt discouraged on my drive home, overwhelmed by the resistance to change. Nonetheless, my goal was clear: to improve the call center’s performance and provide stability for the employees.
I knew it wouldn’t be easy. Life has taught me that challenges are growth opportunities. After a few months of focusing on the right behaviors, having productive conversations, and working hard, I began to see some positive changes. With further business developments, I was allowed to lead the call center. This promotion allowed me to continue driving success, achieving better performance, satisfying employees, and, most importantly, implementing meaningful change.
Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.
I was born and raised in Texas, and my story is probably quite different from many others. I grew up in a home where success wasn’t discussed, dreams seemed unrealistic, and my parents were disengaged. Despite this, I held onto my dreams and hoped to make a difference—not only in my own life but to prove that I belonged in this world, even when those closest to me seemed indifferent.
Throughout my life, I faced consistent challenges and setbacks, often feeling that I wasn’t good enough or that the timing wasn’t right. Yet, I saw every obstacle as a chance to learn and teach myself when there was no one else to guide me. At 18, I started as a maintenance worker at Taco Bell and quickly moved up to store manager. From there, I explored various roles in different companies, searching for my true calling without much support.
When I entered the call center industry, I began to believe that I could turn this job into a career. Now, after 17 years with the same company, I’ve had countless opportunities to grow and learn. I’ve experienced the value of being recognized and supported, and I’m proud of the skills I’ve acquired and the success I’ve achieved. I’m married with three children, who are my greatest motivation to keep moving forward and never give up.
My journey has taught me that even though I grew up in an environment lacking love and support, I could still find both. The support and encouragement I received from others who wanted to see me succeed have been invaluable.
Do you have any insights you can share related to maintaining high team morale?
Managing a team and keeping morale high can be tough, especially when there is a lack of trust or belief within the group. Without trust, team members may not feel secure or motivated, which can impact their performance and overall job satisfaction. When people don’t believe in the leadership or the team’s goals, it becomes even harder to inspire and engage them.
I always focus on building trust takes time and consistent effort. It involves clear communication, showing respect, and being transparent. When team members trust their leaders and believe in the team’s purpose, they are more likely to be committed and enthusiastic about their work. They feel more supported and are more willing to contribute their best efforts.
In summary, maintaining morale is much easier when there is a foundation of trust and belief. Without these, managing a team becomes a much greater challenge.
Can you share a story from your journey that illustrates your resilience?
At 18 years old, I started my first job at Taco Bell. Having run away from home at a very young age to escape an abusive household, I left behind everything I knew in a different state. My main goal was to find safety and stability—to wake up without fear and be able to sleep through the night without worry. However, I quickly realized that escaping my past didn’t mean leaving behind all my challenges.
The new place I moved to wasn’t as welcoming as I had hoped. I found myself homeless for long stretches, with no money or food. The only solace came from the rare moments when I could eat at work due to a mix-up with an order. Those small, unexpected meals were a lifeline for me. Each day, as I trudged through long walks after work, often with wet feet from cleaning floors and nowhere to go, I felt overwhelmed. It seemed like giving up was the only option.
Despite these tough conditions, I never found the courage to quit. The daily struggle, the uncertainty, and the exhaustion only fueled my determination to keep moving forward. I knew that giving up wasn’t an option if I wanted to change my life.
Over time, things began to improve. I found good friends who supported me and secure places to live. Gradually, I started saving money and began to feel a sense of stability. Even in the darkest moments, hope never left my side. It was this enduring hope and the small victories along the way that helped me persevere and build a better future for myself.
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