As a hiker and surfer, Krystle Sampani-Morales is no stranger to remote locations but her job at Sandvik has taken her to some fascinating places she never expected to see.
Krystle Sampani-Morales is used to people calling her “Ma’am K” – even Sandvik customers who use it affectionately when they call and ask her for help solving a variety of issues.
Sampani-Morales was recruited to Sandvik ten years ago as a customer service representative in the Philippines. She was increasingly given additional responsibility from mentors who believed in her capabilities and gave her the independence and freedom to do what needed to be done – and that is still the case in her job today.
A trusted problem-solver
Now, as the Sales Support Team Lead, Sampani-Morales is based at the Mining office in Manila but also spends some time on the road visiting customers on mining sites to clarify processes, handle parts and rock tool inquiries, ensure staff understands the contract on site, or train staff for continuous learning. She’s become something of an expert when it comes to quick problem solving, working with logistics, inventory, and warehouse teams to ensure customers get the parts they need. “I don’t know what my job description is anymore!” says Sampani-Morales, adding that she continues to learn on the job.
Prior to Sandvik, she worked in sales administration as a supervisor, handling customer orders for Johnson & Johnson. She has a Bachelor of Science degree in Computer Science from Polytechnic University of the Philippines, which comes in handy too, particularly with the Sandvik systems. Colleagues and customers rely on her regularly for system support and training.
Sandvik is very passionate about customer satisfaction, and we don’t want people to feel alone. We promote inclusivity among our team members. They should know they have processes and team support.
Sampani-Morales also appreciates the Sandvik culture of building strong, lasting relationships with its customers – and how the Filipino values are embraced locally. “We support our customers on their low days too,” she points out explaining that when one company encountered a short-term financial issue, they were met with understanding from Sandvik and an extension. “That business eventually grew and the company is today one of the best mining companies in the Philippines – and a major Sandvik customer.”
Perhaps the biggest challenge for Sampani-Morales initially was being on a mining site, something she felt nervous about at first. The strict safety regulations and thorough training at customer mines quickly put her mind at ease. Today she travels long distances to the north and south of the Philippines to gold, copper and nickel mines like Oceanagold in Luzon, Filminera in Masbate, and Apex Mining in Davao, which is nearly 1,500 kilometers from her home in Manila.
From office to mine site
Visiting a mine approximately once a month has given her invaluable insights for her role. “I have learned so much about mining and I have big respect for colleagues at the mines. After visiting mining sites, I understand why everything is so urgent. The mines are working 24/7 and if a machine is down, their production is down.”
As a hiker, surfer and nature lover, Sampani-Morales initially questioned whether mining was an appropriate field for her to work in. She soon came to realize “there is a difference between good mines and bad ones,” and was comforted by the fact that Sandvik only conducts business with the “good ones” – fully compliant customers.
“These are mining customers who prioritize and promote safety, follow all regulations and standards of the government and ensure environmental protection,” she explains. “It’s important to also understand that mining is not about destroying our environment but providing essential minerals and metals.”
Balancing career and family
Outside of work, this wife and mother of two young boys prioritizes family, and she looks forward to the day when her seven and two-year-old sons are old enough to go on the weekend hiking and surfing trips that she’s eager to resume.
Back at the office, one of the best things about the daily work is having good colleagues, she says. “We share our lunches together and laugh all the time!”
And for those considering a career within Sandvik, Sampani-Morales has some final words: “You get to be independent – and work with a team – and you learn a lot every day.”
