Diane Dogon appointed as new Head of Sales Canada
With 10 years in the group, the experienced sales leader heads to Canada as Head of Sales for the region Acolad carries on its strategy…
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The Hidden Gems of 2025
Meet some of the language industry’s most outstanding professionals
T
he most vital components within the language industry’s intricate internal machinery are the highly skilled linguists, techies, managers, and other professionals who shine in their roles and help improve outcomes for organizations and clients every day. By lending their expertise and work ethic to timely content, projects, and initiatives, these dedicated and talented individuals form the backbone of the localization community.
They don’t always seek the spotlight, but they deserve recognition. In MultiLingual’s annual Hidden Gems feature, we aim to do just that. This year, we interviewed 10 localization professionals whose work exemplifies excellence, according to their colleagues. Their stories and perspectives prove that — even in diverse career paths — qualities like creativity, curiosity, and determination never fail to make an impact.
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What led you to the language industry and your current position?
My path to the language industry started with a simple belief that everyone should be able to have their voice heard, regardless of the language they speak. A background in humanities and psychology gave me the foundation for understanding different cultures and human thought processes.
When I started at Boostlingo in the Business Development Department, the people around me weren’t just doing tech sales — they were breaking down real barriers that kept people from getting help. Moving through four promotions has allowed me to build a team focused on Boostlingo’s mission: creating technology that helps our customers and the people they serve communicate without barriers.
Before Boostlingo, I had no idea how complex interpreting needs are. Coming here opened my eyes to the importance of everything from American Sign Language (ASL) interpretation in emergency rooms to helping refugees navigate social services, to ensuring people can participate in legal proceedings. The variety was overwhelming at first, but also inspiring. I realized this work is gratifying because our team makes critical conversations possible that simply wouldn’t happen otherwise. Every day, we do something that has real impact on people’s lives.
What do you enjoy most about your work?
I love watching our Account Management and Customer Success team consistently exceed client expectations while helping them grow their interpreting services across many use cases. This team prides itself on being trusted advisors who get excited about client growth and always find a solution. We’re also incredibly collaborative internally, so every client gets the benefit of our whole team’s knowledge. Our Net Promoter Score (NPS) scores (which measure customer loyalty and satisfaction) have consistently beat industry standards, with some segments hitting above 70.
Our team enables communication in incredible situations. Whether it’s routine conversations or critical moments, we help clients adopt our tools, including our new artificial intelligence (AI) solutions. I enjoy improving operations internally, enabling our team to scale with thousands of partners. Behind every metric is a human story. When our customers use our innovative software to help their organizations grow, we’re not just hitting growth and retention numbers. We’re changing lives and communities.
What qualities do you need to thrive in your job?
To lead client operations in the language industry, you have to genuinely care about helping people succeed — your team, your company, and your customers. I’ve always been someone who listens carefully and tries to understand what’s really happening with people, but Boostlingo showed me how to combine these skills with problem-solving and fight for what our partners need.
I’m also adaptable, which helps when client workflows get complicated, and I’ve gotten better at staying optimistic and finding creative solutions. Connecting different teams means I’m always thinking about the big picture while focusing on individual people and details. The ability to build relationships and solve problems with empathy is essential.
Working with clients from various cultures has also opened my eyes to how much cultural awareness matters. This industry moves fast with new technology, so I’m constantly learning. When we’re implementing new tools or changing processes, I’ve seen that change works best when you understand both the technical side and how people feel about what’s happening. Human connection is what makes this work feel important instead of being “just a job.”
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Trish exemplifies the highest standard of leadership in the language access industry. She consistently delivers exceptional customer service across diverse accounts, while navigating the complex nuances of language access across multiple regions and sectors with insight and care.
What makes her a true hidden gem is her unique combination of operational expertise and customer-centric approach. As a Certified Customer Success Manager (CCSM) Level 5 and Retention Expert, she has transformed how language service providers (LSPs) think about client relationships.
She’s worked in the language industry for more than 10 years and has been at the cornerstone of Boostlingo’s customer retention and growth. Through her leadership, Boostlingo’s customer operations teams operate quickly, transparently, and fairly to ensure the success of LSPs around the world.
Trish is 100% the hidden secret behind the scenes at Boostlingo. You couldn’t find a more bold and simultaneously humble Boostie.
What led you to the language industry and your current position?
Languages have been one of my passions since childhood, and by the time I graduated I had studied four different ones. I started out as an English language teacher, but I soon transitioned to working at Translated, initially as a project manager (PM). As a PM, I was particularly focused on solving quality-related problems and customizing linguist training and performance monitoring for individual accounts, which led me to establish quality management processes for Translated and form a quality management team dedicated to these initiatives.
What do you enjoy most about your work?
My current position combines all of the aspects that I’ve loved professionally so far: coaching, process development and optimization, and exploring new technologies. But most of all, I love solving problems — whether it’s helping a client improve quality on an underperforming locale, training a linguist in a new area of work or on new tools and workflows, or finding new ways to navigate the advances of AI in translation while keeping quality standards high for our clients.
What qualities do you need to thrive in your job?
I would put problem-solving and thinking outside the box at the very top of the list! But you also need great communication skills, attention to detail, competencies in data analysis, and a strong understanding of localization technologies.
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Helen has significantly transformed quality management by shifting the focus beyond simply meeting customer requirements. She recognized early that quality isn’t just about evaluating translations or managing translators; it’s about enabling translators to thrive alongside AI. Helen has innovated by developing methods to train translators in new skills, optimize their efficiency with AI tools, and effectively enhance AI outputs. Her approach ensures translators can deliver higher-quality work in less time, making her a true innovator in adapting human expertise to an AI-driven industry.
What led you to the language industry and your current position?
I found my way into the language industry through a series of opportunities and a real passion for both languages and sales. During business school, I did an internship in sales for a company in the language training sector, and that’s when I really discovered this world. I loved the mix of communication, culture, and business, and in 2013, I had the chance to join the Acolad Group. Over the years, I’ve taken on various sales roles that have allowed me to grow, adapt, and get to know different markets. Now, I’m in Canada with the mission of developing our presence here, which feels like a really exciting next step in my career.
What do you enjoy most about your work?
It’s the combination of building strong client relationships and creating solutions that truly meet their needs. I love the challenge of understanding each client’s context, finding the right approach, and seeing the impact of what we deliver. I’m also inspired by the fast-paced evolution of our industry, especially with the rise of AI. It’s exciting to be part of this change — to offer new solutions to our clients, work closely with internal teams to adapt our tools, and actively contribute to shaping the future of the localization industry. The multicultural environment is another big plus: Collaborating with people from different backgrounds brings fresh perspectives and keeps me learning every day. And finally, I thrive on the dynamic nature of sales — no two days are ever the same.
What qualities do you need to thrive in your job?
You need a strong combination of interpersonal and analytical skills. Building trust with clients requires excellent communication, empathy, and the ability to really listen and understand their needs. At the same time, you need to be strategic and solution-oriented, able to translate those needs into tailored, impactful proposals. Adaptability is also essential; the market, the technology, and our clients’ priorities are constantly evolving, so you have to be ready to pivot quickly. Persistence and resilience are key, too, because sales comes with both successes and setbacks. Finally, curiosity and a willingness to keep learning, especially with innovations like AI transforming our industry, are what help you stay ahead and bring real value to both clients and the company.
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With more than 10 years at Acolad, Diane has built an impressive career leading sales teams across verticals, strengthening client relationships, and ensuring smooth onboarding experiences. From her start as business development manager in our Paris headquarters to her work in the Global Pre-Sales Team as a special programs manager, developing our client retention and development strategy, Diane’s work ethic and dedication were remarkable. It led her to becoming head of sales in Canada, where her focus and leadership have already left a lasting mark — most recently helping Canada achieve an outstanding 63 NPS (up from 45). Diane’s passion for people and commitment to excellence continue to inspire both colleagues and clients and make her the definition of a hidden gem: quietly consistent and the kind of steady leader that drives real, lasting results.
What led you to the language industry and your current position?
I grew up with two native languages — Azerbaijani and Russian — and by fifth grade, as I progressed in English, I knew my future work would be connected to it, whether in teaching or translating. I enjoyed learning languages, training myself to think in each of them, and reading fiction in Azerbaijani, Russian, and English, with special pleasure from works in the original.
Choosing the Azerbaijan University of Languages was a natural step. Later, I taught myself Turkish, and my translation career began. Over the past 18 years, I’ve translated over 50 books, as well as many theater plays, and feature films for festivals. Fifteen years ago, I also started editing — not only in Azerbaijani, but also through bilingual revision, which is still rare in my country.
For the past year and a half, I’ve been an editor at Vero, one of the best translation companies in Azerbaijan. Using my four languages and editorial expertise, I ensure clients receive work of the highest quality. The fast pace and variety of projects here keep me constantly attuned to both speed and innovation.
What do you enjoy most about your work?
It’s hard to put my passion for translating and editing into words — I feel truly addicted to them. To me, words are tangible, like bricks you can touch, arrange, and build with. I enjoy playing with them, letting them guide me, and exploring that indescribable bond we share.
Language is endless; no one can know it entirely. You remain a lifelong student, learning something new every day. That’s what I love most — the constant challenge, the need to adapt, the feeling of being at the start of the journey each morning. It keeps my mind sharp, my curiosity alive, and my spirit young.
What qualities do you need to thrive in your job?
You need a genuine love for the craft, an insatiable curiosity, strong time-management skills, and a deep sense of responsibility. These are not optional — I can’t imagine myself without them.
This job demands a commitment to learning, a readiness to start fresh each day, and the ability to face challenges head-on. Through this constant process, a translator or editor masters the language, expresses thoughts in countless ways and styles, and uses creativity — all of these, in turn, help you thrive in this profession.
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Svetlana is the unseen hand behind every high-quality Azerbaijani translation that leaves our desk. As Vero’s lead Azerbaijani editor, she ensures our work meets the highest standards — not just grammatically or terminologically, but stylistically and culturally as well.
Svetlana has an exceptional eye for detail, a deep mastery of the language, and a rare sense of accountability. Her edits are never about polishing for the sake of polish — they’re about meaning, clarity, and impact. Clients may never know her name, but they certainly feel the quality she guarantees. For years, she’s been one of the most dependable and essential contributors to our success — quiet, consistent, and truly indispensable.
What led you to the language industry and your current position?
I entered the language industry more than 10 years ago with a passion for helping people understand each other. Growing up in Haiti, I saw how language could be a bridge and a barrier at the same time. This inspired me to study translation and interpretation, along with theology, equipping me with both technical expertise and a strong moral foundation. Over the years, I have worked with diverse clients and organizations, gaining experience. Today, I proudly and exclusively represent Creole Solutions, a company committed to quality, cultural sensitivity, professional excellence, and a world of constant improvement. My work is also guided by my faith in Jesus Christ, living a life of service, compassion, and integrity. Each project I take on is not only a professional assignment, but also a personal mission to connect people and help them truly understand one another.
What do you enjoy most about your work?
It’s seeing the real impact of my work; when someone receives a clear message in their own language, barriers disappear and trust grows. Every project is a chance to connect people, whether for business, education, or humanitarian/medical purposes. I love that translation is not just about words, but about building understanding and respect between communities. Working with Creole Solutions allows me to focus on quality, accuracy, and cultural sensitivity in every project. Above all, I enjoy knowing that my work can make a tangible difference in people’s lives, breaking barriers and fostering cooperation. For me, each project is an opportunity to serve others.
What qualities do you need to thrive in your job?
You need precision, patience, and a commitment to continuous learning. Languages are always evolving, so staying up to date is essential. You also need empathy, because understanding people’s needs goes beyond grammar and vocabulary. Integrity is vital to delivering accurate work that clients can trust. For me, faith, humility, and a spirit of service are just as important as technical skills. Representing Creole Solutions means upholding high standards and treating every assignment as an opportunity to make a difference.
What led you to the language industry and your current position?
My path wasn’t linear — it was full of turns, but I’d walk it all over again if I had the choice.
In my various roles, I organized international projects with 50 interpreters on site. I flew to negotiations in other cities, listened to client-specific terminology, and ended up deciphering what Romanian tech support agents were saying from an audio recording. Once, I got a message from an interpreter on assignment in India: A monkey had stolen their phone at the train station.
Looking back, I realize it was never “just a job” — it was an adventure. One that taught me how to handle chaos, understand people across cultures, and build systems where there were none. It wasn’t my degree in languages or even my early interpreting gigs that brought me here. It was my project-management mindset, curiosity, and willingness to say yes to impossible-sounding things.
Now, as COO of Task Force, I turn all that past experience into structure, strategy, and growth — and I still find it just as exciting.
What do you enjoy most about your work?
I love connecting the new with the unimaginably ancient — like language. At Task Force, we were already experimenting with and customizing machine translation (MT) engines long before AI became mainstream. By the time the world discovered ChatGPT, we already had years of hands-on experience.
I’m fascinated by how language reflects the soul of a culture: how one word can hold multiple meanings and how mindset and pain points are hidden in vocabulary. That’s why I love localization — it’s not just about translation, it’s about understanding values, focus, and emotion.
In addition, over the past couple of years, I’ve learned a completely new language: Ukrainian. Before that, I spoke four others that I had known since school. I had forgotten what it’s like to taste a new language, to be enchanted and led by it. Rediscovering that feeling was pure joy. And even after seven years in the industry, I still find something every single day that surprises and delights me about languages.
What qualities do you need to thrive in your job?
Flexibility. And the ability to breathe in circles. You know — inhale, exhale, repeat (just kidding… or am I?).
But truly, flexibility is everything. It’s about meeting client expectations. Adapting to fast-changing conditions. Switching gears quickly. Finding unexpected solutions. Thinking beyond the obvious.
It’s also about listening. Not just hearing words, but really listening. I’ve said it before — every language holds layers of meaning, values, and mindset. Even in everyday communication, we say so much more than we realize. The ability to pick up on that subtext, to understand what’s not being said, to resist the urge to impose your own view — that’s where the magic is.
People are complex. And thriving in this job means embracing that complexity, not trying to simplify it.
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Anastasia is an exceptionally structured and experienced professional with many years of proven expertise in the language services sector. Before joining Task Force, she worked with other translation companies, where she built a solid foundation in operations, production, and innovation. Her deep industry knowledge and operational excellence have been instrumental to our growth.
She joined Task Force as Head of Production and quickly became the driving force behind our most complex and unconventional projects. Today, as COO, she not only guides the team with discipline and structure but also inspires them to innovate and push boundaries. Anastasia has a rare ability to turn chaos into order while simultaneously creating space for experimentation and creativity.
Anastasia’s impact is visible in every part of the company’s engine — from operational excellence to strategic innovation. Quite simply, without her, Task Force would not have achieved the rapid growth and recognition it enjoys today.
What led you to the language industry and your current position?
My journey into the language industry began with a deep passion for languages, and getting degrees in linguistic mediation and translation felt like a natural path for me. After an Erasmus year and several years working as a freelance translator, I moved into an in-house role as Lead Linguist at Creative Words. I’ve always found real joy in diving into texts, finding the perfect word, helping ideas cross borders, and I felt very secure in my career. But everything started to shift when AI entered the picture. At first, I dismissed it, thinking it wouldn’t really affect my profession. But curiosity got the better of me. I started experimenting, learning, and testing. Somewhere along the way, I realized I wasn’t just trying to protect my old role — I was building a new one. Through training, experimentation, and a lot of trial and error, I transitioned into the role of AI Language Specialist, where I now combine my linguistic background with new technical skills to help bridge the gap between language and AI.
What do you enjoy most about your work?
What I enjoy most is that I never stop learning. Every day brings a new challenge — whether it’s trying to make AI sound more human, troubleshooting a tricky automation, or refining a prompt to get just the right answer. It’s exciting, frustrating, and deeply rewarding — sometimes all at once. But I live for those “Eureka!” moments when everything finally clicks into place. I also love that I still get to use my linguistic intuition — but now I apply it in creative, tech-driven ways, contributing in a small way to shaping the industry.
Another aspect I really enjoy is sharing my knowledge with others, especially supporting those linguists who feel overwhelmed by AI. Helping turn uncertainty into confidence makes the work feel truly purposeful.
What qualities do you need to thrive in your job?
When I started working with AI, I felt out of my comfort zone more times than I can count. What helped me move forward was curiosity, patience, and a willingness to get things wrong before getting them right. Adaptability is key — things move fast, and what worked last month might not work tomorrow. Thriving in this role isn’t about being the most technical person in the room; it’s about being open to experimenting, failing, and learning something completely new — even when it’s uncomfortable.
At the same time, it helps to stay grounded in your own expertise. My background in language gives me a different lens through which to approach problems, and I’ve learned to trust that perspective, even in very technical spaces. If you stay open and keep showing up with curiosity, things begin to shift. And that’s when the most exciting work starts to happen.
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Serena embodies the journey every linguist should aspire to in the evolving localization industry. Starting as an in-house linguist and quality assurance (QA) specialist, she transitioned into an AI Language Specialist, demonstrating both adaptability and forward thinking. Serena has fully embraced the latest technologies — not only mastering them, but also leading the change in human-machine cooperation. Her expertise bridges the gap between language and technology, ensuring that human input remains central in an increasingly automated world.
What led you to the language industry and your current position?
I managed the implementation of content management and regional web marketing systems during a digital transformation at National Instruments (NI), which quickly expanded into localization. Soon after, I was put in charge of selecting a new translation management system (TMS) and managing the migration from an outdated solution. The TMS we chose was Memsource. I loved the solution — and the Memsource team, who I got to know over some quality bar time at LocWorld Seattle in 2018. I remember thinking, “If I wasn’t working for NI, I’d love to work for this company.” Less than a year after the implementation, I joined Memsource (which later became Phrase) as the Product Manager for Integrations and gradually grew into my current role of Director or Product Management.
What do you enjoy most about your work?
I admit I’m drawn to details more than I should be in my role, but I’ve always believed the best ideas come from a deep understanding of how things work. Rolling up your sleeves, getting into the details, and staying curious until that “Eureka!” moment hits. For me, being hands-on matters.
Since I was a kid, I’ve been building things. It started with construction sets, then woodworking, electronics, and later programming and robotics in college. That passion for solving complex problems has never faded. Today, it drives my work as I listen to customers, brainstorm with colleagues, and map ideas on a whiteboard until the pieces click.
This is especially important in disruptive times like now, when AI technologies are reshaping the world, and the localization industry is no exception. There’s so much to absorb and plenty of dots to connect. When those connections happen, it’s not just about solving a problem. It’s about creating something that truly works and makes a real business and customer impact.
What qualities do you need to thrive in your job?
You need to see the big picture, how product decisions tie into company goals, and then turn that into clear, actionable road maps. I like to put it this way: You need to be a “converted introvert.” Introverts are great at listening, observing, focusing deeply, and understanding complex systems. They can grow into subject-matter experts and visionaries. But here’s the truth — if you can’t clearly explain your ideas in an engaging way, spark energy, build relationships, manage a crowd of stakeholders, and switch contexts fast, you’re in trouble. These traits are more closely aligned with extroversion. It’s rare to find all of this in one person, so your best bet is to build a strong team and surround yourself with the right talent.
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Martin has quietly transformed how localization teams approach automation and operational efficiency. His work bridges the gap between raw data and meaningful decision-making, helping customers move from guesswork to precision when managing translation workflows at scale. By drawing on billions of segment-level data points across multiple analyses, Martin developed tools and frameworks that help customers identify exactly where time and money are being lost. He also brought a more realistic approach to measuring efficiency. Instead of relying on abstract metrics like edit distance, he focused on editing time to better reflect the true effort involved in post-editing. By filtering out noise and including untouched segments, his methodology offers a more accurate and useful picture of productivity.
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What led you to the language industry and your current position?
I was studying computer science at university when an internship opportunity came up at Bureau Works. That was 10 years ago, and back then, I had no idea how rich, important, and fascinating the language industry was. It’s where I’ve grown both personally and professionally and where I learned that this industry is about far more than simply translating content — it’s about sharing your culture, your product, and your brand with people all over the world. Today, as a solution architect for our TMS, I draw on everything I’ve learned over the past decade in the language industry, along with the skills I picked up during my college years.
What do you enjoy most about your work?
Even after 10 years in the industry, I’m still learning every day. At Bureau Works, we’re like a family — sometimes we argue and debate, but more than that, we grow and evolve together. In Brazil, we have a saying, roughly backtranslated as, “When I got here, this was all grassland.” We started modestly, but with each passing year we’ve grown, and today we have not only an innovative TMS that helps partners, agencies, and companies of all sizes, but also a passionate and collaborative team that cares and moves in the same direction. So it’s truly wonderful to be part of that journey, and I love continuing to evolve and actively contribute to the growth of both the company and myself. This is what makes the work so meaningful.
What qualities do you need to thrive in your job?
I believe dedication and resilience run in my veins. Where I come from, you either fight for the best or you’re just one more in the crowd. Over the years, I’ve worked in telemarketing, project management, marketing, sales, and now onboarding, and each role has given me insights that shape a holistic view of our business and clients. This experience helps me guide clients and teams through significant shifts in how they work, especially when adopting new systems and processes. I try to bring kindness and patience to these moments, because change is never simple. Over time, I’ve learned to listen, understand different needs, and help even the most hesitant people see the value in a new approach. I think that comes from a mix of my technical skills, my will to make things better, and the belief that we can always find a solution that works for everyone. That’s why, 10 years later, I’m still happy and motivated for the next 10 to come! 🙂
ACCOLADES
There is no better way to describe Hugo than as a hidden gem. You know that person whose job is to change the way we work? Normally, that’s the kind of person everyone loves to hate, because who actually likes change? Almost no one. But Hugo is the complete opposite.
Even when faced with the enormous challenge of changing how vendors, localization managers, and project managers work every single day, he does it with such lightness, kindness, and grace that it’s disarming. Against all odds, he manages to be one of the most liked people in the room.
Working quietly behind the scenes, Hugo helps companies implement their translation workflows. With vast experience in project management, he blends deep technical expertise with sensitivity — he knows not only where companies need to change but also how to make those changes in a way that meets the needs of all stakeholders involved.
What led you to the language industry and your current position?
I first discovered the language industry while studying translation at the Autonomous University of Barcelona. In my final year, I was offered an internship at an LSP. Upon beginning my internship, two choices were presented to me — project management or quality — and I chose quality, not fully realizing how transformative that decision would be. It introduced me to an entirely new side of the industry that we had never covered in our university courses. From that moment, I was hooked. I found the combination of analytical thinking, problem-solving, and collaboration incredibly engaging. Over the years, I’ve been fortunate to work with exceptional mentors whose guidance shaped not only my career, but also my leadership approach. Their influence reinforced my passion for quality, inspiring me to keep learning, evolving, and pushing for excellence every day.
What do you enjoy most about your work?
The joy of my work comes from three key areas. First, I love connecting with customers — understanding their needs, challenges, and goals, and then partnering with my team to deliver solutions that truly meet those expectations. Second, process improvement is a constant source of motivation. I enjoy examining how things are currently done, identifying opportunities to improve efficiency or accuracy, and making purposeful changes — never change for change’s sake. Third, mentoring is one of the most rewarding parts of my role. Leading a large team allows me to guide, support, and encourage individuals as they develop both professionally and personally. Watching team members grow in confidence and capability is deeply satisfying. It reminds me that leadership isn’t just about results; it’s about creating an environment where people can thrive.
What qualities do you need to thrive in your job?
Adaptability is essential. In quality and compliance, it’s easy to become overly rigid with regulations, but true success comes from understanding the intent behind them and applying that knowledge in a way that supports production rather than creating unnecessary obstacles. Empathy is equally important. Much of our work involves addressing quality issues, complaints, or dissatisfaction. The ability to see things from the other person’s perspective, recognize the impact it has on them, and still remain objective is crucial for implementing effective solutions. Finally, organization is critical. I often joke that my personal life may be a little chaotic, but my professional world is meticulously structured. With so many moving parts and tight deadlines, strong organizational skills ensure that nothing is overlooked and everything moves forward smoothly.
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