Tinkerbell

I hate goodbyes. Bidding someone goodbye brings about anxiety... of being physically separated or emotionally detached to someone of great importance to our life. Separation is one of life's bitter aspects. I have lived through and survived a lot of physical and emotional separation in my life.

Today, I am saying goodbye to my manager. A person who not only inspired me to be the best supervisor there is but also to be the best daughter I can be to my parents. He is not merely a manager to me and to the rest of the CCC PLP Team.. he is a friend.

He fought my battles with me up to the very end. I will be forever grateful for the unconditional support he has given me. We share a common denominator being bread winners and he would often say "we are on the same boat"... we understand each other without having to provide lengthy explanations.

I have worked with quite a few managers in my entire career and Dex would definitely be my #1 if I were to rank all of them.

Cheers to you Tinkerbell!

Dell Latitude D630

A little over 7mos ago, my laptop was stolen at gunpoint while I was on my way to the office. I struggled through my tasks all throughout these months since I was not mobile unlike the other supervisors. I also had to fight for the company not to smash me with USD1220.00 worth of salary deduction! death to me,right? Luckily, Dex [my uber bait boss] and Brent [my boss' boss] were kind enought to help me out. I still have to pay but not the whole amount. They also agreed to have it payable in 24 equal payments within a year. Oh well... that's water under the bridge now.

Today, I have just received my new laptop. It came with a cool laptop bag that my reps and others have been bidding to have. Mervin assisted me and set up the applications and whoala....I'm using it right now. We learn our lessons the hard way - this is a cliche but I definitely say this is true. The incident last January 2nd was very traumatic. I don't want to go through that experience again. With my new laptop, I hope everything goes well..

Kudos!

A little over three months ago...two of my favorite reps got promoted to the Fulfillment Coordination Team. Raz and Carla are considered as Team Maserati's cream of the crop. They both have excellent KPIs and great reliability track records to name a few.

Raz is our "bunso". She is sweet and would always welcome her team mates with a smile. Carla on the other hand is more reserved, very lady like but can be crabby once provoked. I both love them dearly.

Although they have moved to a new team, they will always be considered as part of Team Maserati.

Just today, I received good news that Raz received her confirmation to the FC Team! Woot! We are awaiting for Carla's confirmation come Thursday.

Nonetheless, It calls for a celebration...

Kudos to Raziel Arenas & Carla Lontoc

Team Maserati is proud of you!!!

The List

The Customer Care Center operations in the Philippines is growing! Before Q1 ended, the announcement was made on the expansion of different teams across the business. The Business Systems group would be needing new team members. In effect, new hires would come into play for the Consumer Team where the possible candidates for the BS team will be selected from. Also, rumor has it that a new team (ABS) will pilot its operations in the Phil. end of Q3. This is really good news! With the recession going on and a lot of people being laid off from work...ramp up on teams are indications that we are still in business.

Last week, 10 reps from the Consumer Team subject themselves to the "grueling" interview for the transition to the BS Team.

The panel of interviewers were composed of:

• Advanced Business Systems Team Leader Kevin Duggan
  
• Paul Grimes from the Enterprise Advanced Support Team
• Senior Tech Support Engineer Jon Profeta
  
• Business Solutions Team Leader Marivic Navarro
• Business Solutions Team Leader John Luansing

There was a plethora of emotions evident on each of the applicants faces as they stepped out of the interview room. I wonder what was going through their minds at that moment. I had the chance to talk to the first "casualty" while were on our cancer break. He said he did try to answer the questions to the best he can but he knew he fell short. One of the reps candidly volunteered that the last time he felt so embarrassed was way back when he was 7yrs old. He did not anticipate he would feel the same embarrassment 23 years later. I felt bad for those who did not make it to "The List" but like I always say...its fair game. Who ever desires the opportunity the most, will find the guts to battle the challenge heads up.

Kudos to the new BS Transition trainees...

DENNIS "TYR" QUINIO
ERWIN FORTUNO
BERNARD JOHN "BJ" TAHIMIC
REINAN ANGCANAN
&
MARIA CARMELA "CAL" PARAISO

Your CONSUMER FAMILY is proud of you!

Customer Care Center - CORE

CCC Core Team Dinner @ Kyo Hachi

Like what we always say...when a door closes..a window opens. It was in mid of October last year when I decided to join the company I am with now. To be honest, I have not heard of the company until the day I was interviewed (shame on me right?) Little did I know that accepting the offer to handle a pool of technical reps and become a part of an inhouse call center is not as boring as I perceived it to be. Of course I have my 1st impressions and most of them were negated.

The production area is only a bit larger than the pantry of Roxas DC. No kidding! The stations seemed dull compared to the colorful pods of TeleTech. I am so used to the buzz of reps on the phones across a production of almost 1000 seats but this time around the room seemed quiet..to the point of tranquility. It was a totally different atmosphere. Not to mention, the hypercritical eyes following me. I am aware of the stir it created when the management decided to hire team leaders externally. I perfectly understand how they feel... I would feel the same if it happened to me. I know I am under discriminating eyes. There was a need to prove what I am made of. c',)

I remembered being introduced to Xyra and Linet, our QA analysts. Mervin, Loie and Gay from the Work Force Management team. Ryan (Order Admin Team Lead), Mavic and John (Business Systems Team Leads) and Tine one of my co-TLs for the Consumer Team. Dexter, who turned out to be my manager was busy on the phone at that time. He was talking to Brent to which I learned later was the CCC Director based in West Kingston.

They were all pleasant. I was a week early than my batch. I got to sit down with Xy and learn on the basics of how calls are being evaluated. I met a few familiar faces as well. Reps that came from TeleTech. Over all it was a nice welcome. I was eager to know more about the product and the processes. I guess I found a new home.. well see.

TeleTech - este solía ser mi casa

People hate change. Especially if it means that one must be uprooted from his/her comfort zone. I had to go through that change in July of last year. I left TeleTech were I have worked for 3years. To some of us it might just be another phase..and I do agree but there is more to it than meets the eye. TeleTech was my home and the people I worked with was my family. I have worked and served the company with great passion. I have honed my management skills through programs they unselfishly provided. Above all, I gained friends..developed die-hard friendships.

I owe everything to all the people who have shared their wisdom with me. For mentors who allowed me to pick their brains. For my team who not only trusted me to lead them but treated me with respect. Leaving the company meant...not being with them every single day. Saying goodbye to activities we used to do together..midnight coffees, birthday pizzas, sunrise beer and fight for appraisals. I will surely miss my team.

But I did what I had to do. There are some decisions that are hard to make and this is one of the toughest. Oh well...someone's gotta pay the bills right? July 10,2008.. I left my beloved TeleTech Roxas.

TeleTech - Roxas Delivery Center

To the FASC Management team - Thank you

To the FASC-Admin team - till we meet again my abnormal children!

To the FASC - Scheduling team - hang in there...

To the FASC SMEs - Thank you for being there for me and my whole team every step of the way.

To Bonnie Arend.. no goodbyes.. only tata for now.

United Airlines - Flight Attendant Service Center
Non-Operations Scheduling Team - Wave 1.0