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04/14/25 - Docomo Pacific has expanded its call center operations to 3,000 square feet and hired 38 new call center agents, making Saipan the hub of its customer service department in the Marianas.
And to celebrate the occasion, the telecommunications and entertainment company held a ribbon-cutting ceremony last Friday at its Gualo Rai offices with Docomo Pacific top brass, spearheaded by CEO and president Christine Baleto, and government officials, led by Gov. Arnold I. Palacios, in attendance.
“The buildout of our customer center operations means more jobs filled by our own people, and our own people taking care of our customers. I decided to eliminate the outsourcing of our customer service operations and position the CNMI as the main call center hub for Docomo Pacific because I believe in our islands. I believe in the caliber of the talent, the strength of our people, and our culture that helps us to help others,” Baleto said during her speech before the ribbon-cutting.
She said the unveiling of the expanded call center is a fulfilment of a promise she made back in September when she vowed to “create more jobs, enhance customer service, and invest in the local workforce” of the CNMI.
“With this call center expansion, we endeavor to achieve more faster, more responsive representatives who not only know our business, but they understand our people. They bring an intrinsic understanding of our culture, our values, and our way of life.
Baleto also welcomed Docomo Pacific’s new call center agents and said she’s confident that they will contribute tremendously in the company’s overall success. She said the company plans to increase the number to 50 call center agents in the future.
“We had 200 applicants that came out. The response was overwhelming. While we could not hire them all, the enthusiasm and the talent we witnessed reaffirmed that the CNMI is filled with resilient, hardworking, and determined individuals who are ready to shape our future. The Marianas is more than just the place of resilience. It's a place of compassion, ambition, and unity. Here, we understand the meaning of familia.”
Palacios, for his part, said Docomo Pacific has long been a trusted and valued partner in the Marianas as it has connected families, businesses, and government services through cutting-edge technology and exceptional services.
“Today's expansion is not only a sign of business growth, it is a sign of commitment, a commitment to our community, our people, our economy, and our collective future. This investment brings more than just a new infrastructure. It brings opportunity. It means more local jobs, more skill-building, and more chances for our people to thrive professionally right here at home.”
He then thanked Baleto for believing in the Marianas and for continuously choosing to grow with the CNMI.
“To the employees, both new and seasoned, who power this call center with care, professionalism, and with your heart, thank you. Your work is a bridge between people and services and you are truly what makes the expansion matters. Together with the private sector innovation and public sector support, we are indeed building a future that is stronger, smarter, and more connected. Once again, congratulations to Docomo Pacific in this incredible achievement. We are proud to be on this journey with you because we are indeed better together.”
After his written speech, Palacios ad-libbed that the opening of the new call center was fortunately a complete 180-degree turn from what the CNMI was facing before Docomo Pacific’s decision to expand it.
“I recall that Christine at one time and even [Docomo Pacific Saipan general manager Pauline Johnson] said, ‘you know, we're very concerned as we be might be cutting services, cutting our presence in the CNMI’ but when Christine was promoted to CEO, she came to us again and said, ‘governor, I will make a commitment that our company will continue to work with you and the community.’ So here it is!”
Palacios then joined Baleto in thanking Workforce Investment Agency director Frances Torress for helping facilitate in the expansion of the call center. Baleto earlier said Torres’ tireless efforts helped Docomo Pacific identify and hire new team members swiftly and effectively.
Aside from Palacios, Senate President Dennis Mendiola and House Speaker Edmund Villagomez were also in attendance. Fr. James Balajadia led the dedication of the new facility, while Docomo Pacific brand manager Brent DeLeon Guerrero served as emcee. Refreshments from OHAS Boulangerie & Café and SPN Juice Company were served after the event.
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Story by Mark Rabago
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