I made this purposely for our TEAM MAG last year put up by Leo.There have been lots of changes that's been going on at that time and of course being with the team for such a long time made me so emotional.I literally cried when they scattered our team. Well,they must have a very good reason but I'm such emotional at that time and I'm not willing to accept any explanation from my TL.Maybe,they just wanted us to expand our connections and I'm such a sentimental fool so bear with me. We use to have the noisiest pod most of the time because we have long avail time.Thanks to my awesome team mates like Rey, author of "asaran and kulitan".Thanks to Jay also for being Jay.He was always the center of jokes but he was just cool about anything.Just miss the good old times. Sadly,things got complicated as months passed by... First, most of the the original SD & IDA team members resigned.Secondly,the remaining team was dissolved and so we were scattered to different teams.Third,some chose to go back to DA to avoid handling escalations.In a way,it was an easy way out from the stressful escalations.In fact those that got back had consistently been having AVP's.Divine and Jen Bondoc were with BBHD for a few months.AS for Alex,he chose to go back to DA but eventually got back to IDA again.Recently,there were some changes and I didn't like the feeling.However,I need to adopt and obey.So far,there were really good sides of it and I'm starting to appreciate those changes made. Anyway,I have written all these as my outlet.Sort of therapy when I feel melancholic.I can't simply remember everything accurately but the main thing here is I just want to pour my heart out. PILOT: The One Where it all started IDA is a group of agents originally composed mainly from Wave 2 and some from wave 1.It was launched last August of 2009. IDA was much simpler back then.Honestly,it was a huge pressure at first because we have to familiarize ourselves with all the countries.On the brighter side,our queue is so much lighter as compared to an average DA call . And speaking of queue,we use to call someone as"LUCKY BASTARD" when they have one skill all throughout the shift.We have three types of calls but we use to have a thing called "dedicated" to a certain skill.It's your lucky day if your skill is just IDA because it means,lesser call for the whole shift. Each of us has mixed impressions at first.For us pioneers,it's an honor to be the first and that's something to be proud of.To some,they just find this account as interesting.Others find it weird.Adjusting to a new working environment and to a very strange accent was part of the excitement.With the help and guidance of Kiwi trainers,we tried our best to adopt the accent and learn as much as we can. And in just a few months of adjustment,we didn't just survive the challenge because we were able to start meeting and exceeding our metrics. WELCOME BATCHES 2 & 3 After sometime, IDA team needed more agents for the team.Some TL's endorsed their best performers and some also pro actively volunteered.Dibs,Alex,Jen,Yett and Rocky were the second batches of IDA. On the other hand, SD team were also in need of additional agents.Before,we have three separate skills.We have IDA,DA and SD or the Support Desk.But due to certain needs,SD were required to have IDA skill but still their priorities should still be handling escalations.Jia,Ainah and Vince and later succeeded by Leo were the second batch of SD. On early January 2010, IDA needed more agents for the third time due to massive resignation from the team.It was a bit challenging this time because that was the time when no one was interested except for Mich.Since they were in need of four agents she did everything to convince me to join too.I agreed since most of my friends were on that team.Verms also joined us and Fatima who was an intern at that time joined us too. THE BIRTH OF MULTISKILLED Due to certain changes and challenges,management decided to combine SD and IDA as one team requiring both to acquire both skills.I was with IDA that time.We don't have formal training since we have to fill in immediately because SD was almost empty at that time.This plan was controversial and it stirred different reactions. Members of the SD team didn't agree with the decision for fairness sake such as metrics,skilling and incentives to name a few.The outcome might not be as it was originally planned but it created a good camaraderie and expanded the IDA family and was later on called MULTISKILLED. We were formally recognized as MULTISKILLED by that time both adjusting to the new team,new additional skills and new TL as well.We have been through lots of crazy changes.That includes the pain of seeing my old team mates leaving one by one. We were also under another management back then.It's like waking up and you realized you're in a different room.We did have little issues at first but in the end,most were resolved and there's still some unresolved.Whatever it is I leave it behind because it's past and it was done for a better purpose. Part of the adjustment was getting to know each other when ever queue allows.It was amazing because I started to have new friends and starting to see things differently.We had the chance to meet other agents from different teams that we don't get to talk with before.And I can now say,at first I didn't understand but now I get it and I'm thankful. There were some crazy days na wala kaming ginawa kundi magasaran.There were also certain days were we have free "counselling " session.Each day was unique as always and it is what sustains us from coming to work aside from the salary of course.One disadvantage though was we can't have our own team building because we are needed round the clock.Our TL that time managed to get us out for our one and only team building.It was actually our first and last apparently but it was all worth it! It was also the last time that we were all there as a team because after that,some resigned again. Words are not enough to express how much I'm thankful for those days.But wherever everybody is right now,I wish them success and happiness to what ever they do. AND FINALLY,THE BEGGINING OF SME... With the challenges that we've been through,management proposed a better idea.So around August of 2011,they selected more agents to join us and same time changing our name to SME or Subject Matter Expert.It was another painful situation for me because I have separation issues.Whenever I'm attached to someone or even to a certain group,I grieved and I hate goodbyes.Well,they have better opportunities waiting and as much as I wanted them to stay,Of course each one has their own paths to follow. Currently,there are over 18 SME's from different waves.And things can get pretty crazy from time to time.Expectations are heavier specially in our STATS.There were doors for career opportunities but I choose not to grab any.I don't want to get myself there and complain after.So far,I'm comfortable where I'm at.I cannot tell how long I can stay but so far,I'm fine. Today,we have four teams.Each team has specific assigned SME's.Each bidding depends on the TEAM'S SCORECARD and each members from the team will bid depending on our performance ranking.ranking. I've been to four different TL's for the past 4 years.For now,things are extremely different in terms of management,incentives and metrics.All I can say is I'm glad,I was part of the pioneer team.I'm one of the very few oldest agents of the account but it doesn't mean I know everything.In fact,I needed refresher from time to time because adjusting to changes is always a challenge for me.I'm grateful and thankful I've stayed this far. And changes is always part of our job.So far,I learned the drill.I'm getting used to it.And this is my journey as a pioneer.I'm a slow learner.I have attachment issues.I'm confused with what's going on from time to time.But one thing I'm happy about is I have improved in some aspects.It may not be huge but it is a good start.Thanks to the experience that this company graciously allow me to have.This account is a no brainer they said but I'm sure it requires our brain to functioning or else we will be sued for sending someone to a totally different place. There are too many smart people in this heartless world.Sometimes you've got to use your heart and love what you do and enjoy.I'm sure that's better than having to analize everything.I once did and I almost ended in a mental hospital. So see ya around... PHOTOS COMPILED FROM DIFFERENT TEAM BUILDINGS 2010-2014
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