First Day of Go Live

Last night was our Go Live date in production and it's my first night shift after 2 years. I survived, and more days to come. I'm still not confident with what I'm doing in my job. I can't imagine taking what will I do once we started taking incoming calls. My job is not as easy as my previous jobs. Well, this is a job for Network Engineers. I just hope that I'll stay longer in this company because I really want to work here in Accenture. This is the company that I can be proud of. I just hope that my brain will function very well so that I can absorb all the things that I need to learn to perform my job better. Networking is really not my thing. My job just needs analysis so I really need my brain to work out. I'm just motivating myself that I want to stay in Accenture for more than 5 years.

Day 2 - Day 5 at ACN

March 19

Today's the day we met our Trainer. I also formally met my colleagues who will be with me through the whole course of the training period. We had our pre-process training.

March 20

This day marked the end of the pre-process training and we had a short assessment afterwards. I got 64 out of 65. My only mistake was I wrote "Lousianna" instead of "Louisiana."


March 21-22

These days gave me like an overview of what I would really be doing after the training. I'll be a NETWORK ENGINEER. This would really be a challenging job. Hopefully I will pass the training because I would really want to stay with this company for more than 5 years.

Day 1

March 18, 2013

First day of work! We had our New Joiners' Orienation (NJO) at the Ebloc2 Bldg in IT Park from 1PM to 10PM. This site is actually nice and very conducive for working. On this day, I learned that my project will be V****** (can't really disclose it). The first day is just the typical orientation wherein you'll know more about the company you will be working for. Tomorrow, we'll be reporting in Robinson's Cybergate by 10 AM.

New Job Starts Tomorrow

Tomorrow will be my first day at Accenture! Finally I'll be idle no more. Hope everything goes well with this new company.

Merit Increase!

2 more months and I'll be celebrating my first anniversary in Convergys. I just received a very good news yesterday. I received Salary Notification Letter - that means Merit Increase! 6.54% on top of my basic salary is not bad. At least, I felt that my effort has been paid off somehow. 

I'm not a Quitter, But I Know When to Surrender

Today’s my rest day. I’m supposed to render OT for me to lower down my AHT. 3 more working days before the month ends. Basing on my score, I don’t think I would hit an AHT lower than 15 minutes. I tried to calculate the possibilities yesterday and I would need to get an AHT of 11 mins for those 3 remaining days. I don’t think I can do that unless there’s an outage. Well, I decided, not to push through with the overtime.. because, 1.) there’s no FC around yesterday when I’m about to ask if I can render OT this morning. 2.) I woke up late. 3.) I think I’ll just be wasting my effort.

Though I want to still try and I’m still holding on to the chance that I would get an AHT below 15 minutes.. when reality strikes, it bites. LOL. Let’s just say, I’m keeping it real. Better luck next month and hello PMP. :p

Team Jason Bulletin Board

"One man can be a crucial ingredient in a team, but one man cannot make a team."

Here’s our Team Board. We didn’t win the contest though, oh well. Anyway, I was able to use my little talent in drawing and finally I was able to use my Faber-Castell Classic Colour Pencils, Faber-Castell Oil Pastels and Faber-Castell Connector Pens. I drew the chibis, the angry birds and the pigs.

Like Faber-Castell Philippines on Facebook:

http://www.facebook.com/fabercastellmanila

Transition to Production

June 4, 2011

Wave 59 Graduation from Transition. We're finally endorsed to production. I'm not excited at all. I'm not yet ready. I have lots of things to learn. Well, I know I'll learn them all soon.

We had a little celebration at Abuhan Tres, which is also just in I2. We had a breakfast buffet. How I missed having this. Back when I'm still an Aegisite, we visit every eat-all-you-can restaurants with my co-workers. I still feel that I'm out of place when I'm with my wavemates. I can compare how close I am with my wavemates in Aegis. Maybe because I'm no longer the youngest in the group (lols).. well I'm still the silent type me and everyone knows that. Most of them are just talkative and I just can't ride in. It really feels different with them. It feels like no one is interested to be with me. Sometimes I tried to, you know, reach out and be with them, join them.. and you would really feel how awkward the atmosphere is. I think the rest of the group found new friends.. Well, I did.. but what I mean, I hope I really found a friend just like I did from my previous companies.

By Tuesday, I'll meet my new team. I hope everything goes well..

The Big Bang Theory

June 2, 2011

Our wave finally hit the target for Average Handling Time (AHT). We ended up around 17 minutes and our target for this day is 18 minutes. And since we won the Big Bang Theory deal, we earn ourselves one Big Bang chocolate each. I was able to lower down my AHT to 21 minutes, which is the lowest so far in my entire transition and I've got 15 calls which is also my personal highest. I still have 2 days and I hope I'll be able to lower down my month to date AHT.

Why is my AHT high?
> I'm still familiarizing myself with the workflows and workaround.
> I'm not very familiar with other operating system since I've been using Windows XP
> I take time to understand what I'll be doing. I don't want to provide troubleshooting steps that I, myself don't understand.
> The vault may contain lots of information about the account, the troubleshooting steps, workflows, etc. but it's not very agent friendly and it's really taking time just to search for an article that you need. Documentum (the tool we used on my previous company) is way more helpful and organized.

What should I do.
> Familiarize myself with the vault so that I would know where to find the answers to my questions.
> Practice OS navigation. I really need to be familiar with other operating systems.
> Be straightforward. I'm challenged with this one.
> Active listening. So that I won't ask the same question all over again.
> Product knowledge. I'm not well trained. I'll just help myself.

Halfway

June 1, 2011

It's already the 6th month of the year. It's been a challenging year so far. Lots of things need to be learned, relearned and unlearned.

It's also the 7th day of our Transition and later this night will be the 8th. 3 more business days and we'll hit production. I'm not ready. I'm so not ready. This past few days, I'm starting to feel regret. I feel like I made another mistake.. a wrong move. I'm thinking, what if I didn't resign from my previous company? What if I just waited and stayed? I'm supposed to be a Real Time Analyst by now. Well, if I have been braver...

Convergys, just the name itself is very attracting. Think about the compensation and the prestige. CONVERGYS. The name speaks for itself. Is this the right company for me? I can't answer it yet. I just know that a lot of people are aiming to work for this company and I had my chance so I grabbed it. Now what?

Honestly, I'm struggling with my training. We're almost done and I still feel that I lack enough skills to handle technical calls. It's like I'm going to a war. I have my weapons and my master taught me how to use them. I just don't know how to fight and win the war with those weapons. My handling time is so high. I just want the issue to be resolved and I would like to learn the troubleshooting steps and processes myself. This just takes time.. And I feel like I'm not getting enough support that I need. Hopefully later tonight, I'll be able to manage my call well and hit the target for AHT. If not, I might need to check my options as early as now. I need to be ready and wise at this time.

Start of Something New

April 18, 2011

The idle days are now over. After almost 3 months of unemployment, I finally got to work in Convergys. I'm supposed to start last March 28, 2011 but due to medical reasons, my start date was moved. I hope the long wait will be worth it. We just had our New Hire Orientation this morning, from 7 AM - 11 AM. My Communications and Culture Training will start tomorrow from 7AM - 3PM. Morning shift.. I'm not used to this anymore. I will try not to be tardy for the rest of my stay in this company and hopefully this will be the last contact center in my employment history.

Medical rest is over

Today's the last day of my medical rest. Tomorrow, I'll visit CVG clinic again and I hope the doctor will decide that I'm fit to work 'cause I am. I've been idle for almost 2 months and I'm running out of cash. I hope I could start my new work next week and I really need to work. *Fingers crossed*

Weekend at Tabuelan

September 18, 2010

We're supposed to go to Bantayan Island, as planned. We're already inside the V-Hire that will take us there. Considering the travel time, we all decided to change the location: Durhan White Beach Resort in Tabuelan, Cebu.

Inside the V-Hire.. before we decided to go Tabuelan..

Mark, Shine, Jhean, Milan and Luke

From Tabuelan, we went straight ahead to Lemon Grass Restaurant in Ayala Center Cebu and we had a sumptuous dinner. Thanks for a great weekend friends! :p

Wave 13 @ 1

September 14, 2010 - It's our first year anniversary in Aegis PeopleSupport!

Succeeded to Fail

August 16, 2010

I knew this is the night to make a decision. I made up my mind. I don't want the position. I don't care if I'll be promoted. But later that day, I am not really the one who decided for myself. It's them. I did not get the position. I'm happy it turned out that way. I'm still guilty though. Jaz trained me for about a month, and I failed her. I failed another somebody again. I think it would be better this way. I maybe qualified for the position, but I know I'm not the right person to have it. I will be back to be a normal agent soon, which is a good thing. I will still get my incentives and I can go home early.

I'm still thankful that I was considered for the position, and I appreciate the trust Jaz gave me. Though I failed again, this failure is a success. I succeeded in failing this, and I'm happy for it. :D

Accept or Decline?

I'm still not decided. Will I continue to be an RTA or will I stay as an agent. Right now, I would rather be an agent. I don't think I can do good being an RTA. The supervisor of the workforce team will be at work. I'll get a chance to meet him and most likely, he would really affect my decision making. I need to make a stand..

It's so hard to decide..

Forward?

I have a big dilemma. Will I pursue the position of being an RTA or will I just stay as an agent?

If I will choose being an RTA...

- I will be introduced to new things, new people, new tools, new ideas, new lessons
- the title is a nice addition to my resume
- it will be a good move, career-wise.. I guess
- I will not take calls anymore, and it means no incentives. My basic pay will increase though, but the incentives are much higher . I need money!!!
- I won't be able to call-in. Attendance is a must. I can't be late anymore, oops, I always get late.
- More overtime, can't go home right away.
- I will have email access.
- I will need to submit reports to the management and the client. This will enhance my formal communication as well
- I will need to deal more with the management. I'm not really comfortable with them.
- I need to flag agents for aux violations, which I know is very annoying on the agents' end.

If I stay being an agent...

- I can go home after my shift right away
- I will still be eligible for my incentives, which means more money
- I can go home without thinking about my job
- I can be absent and late. I have my PTOs, right?
- I could just go back in Teresa and resign.
- I will still be with my team.
- I will take and take and take calls. Can't get away with those irate customers.
- I like taking calls more. Who knows, I could be a QA or a mentor.


I'm not  yet decided. What I feel right now, I want to quit. I want to go back on phones. I would rather take calls. But I don't want to be an agent forever. This could be my chance. This is an opportunity and I don't want to miss out opportunities that could change my life forever. I'm not liking the position because of how I feel about the training. I felt that I'm so slow. I don't want to be scolded because I know I'm doing my best in everything. Maybe my ego was just hurt. I really am. I'm weak inside. I don't want anybody to get mad at me because I failed their expectations. I just felt that my efforts to learn are not appreciated. I'm discouraged. I don't want this feeling. I don't want the feeling that somebody's upset because I failed them, because I failed something they asked me to do. I am trying. I'm struggling. I want to learn. I want to grow. Maybe I'm still immature inside. I always take everything personally. I don't know. Here's how I think. Yes, what others say and how they say it matters to me. I really don't want anyone to get mad at me. I hate it. I can't stand too much pressure. I'm emotionally weak. I just need some pep talk Well, if positive words were provided during the training, I would not feel ill about this position. All I want right now is to get out of this, and get back my life. But,  what if I go back? How will I move forward.

Think think think.. I'm very confused...

What's next

August 11, 2010

I just had my Microsoft Excel Exam and interview today. Unfortunately, I passed the exam and there's a higher chance for me to get the RTA position.. well, that's given that I was appointed as peer RTA. I still hope that they could find somebody who could perform better than me. I still feel that I'm not doing good at this. I can't stand the pressure and the stress. And if ever I'll get the position, I'll deal with until I leave the company.. I would want to stay as an agent.. I can go home right away after shift.. I would still be eligible for the performance appraisal.. No pressure.. if only I could.. 

Your'e Making My Life Miserable.

August 10, 2010.

I thought the first day of this week will be fine. I'm not late. I hope this will continue all through out the week. I thought this means a good start of the week. Well, I'm wrong. I'm completely wrong.

I'm posing as a Real Time Analyst (RTA), but not yet official. I have signed no papers, but I already submitted my Internal Job Application Form and I believe, next week would be my interview with the Forcedesk Supervisor. I did not really apply for this. Our current RTA appointed me. She was left alone when our Sr. Forcedesk Executive was promoted. She appointed me to be her Peer RTA.. maybe perhaps, we speak the same language (we're both Tagalogs), we're pretty good friends and she knows that I have some technical knowledge. I agreed. I accepted it. I was thinking, she needs help.. our account needs help...  and this will be a very good opportunity for me to grow as a professional.

The first few weeks were good. I was very eager to learn. She's kinda willing to teach me. We do the training aftershift so that my phone time won't be affected and that time. It's unofficial anyway. But as days go by, she wants me to continue with the training within the shift so that I could experience it real time. I'll be a Real Time Analyst right?  I like the new ideas that I'm learning. I just find it hard to flag the agents who are violating the auxes. I don't know all the agents on the floor. It's another opportunity for me to know them and for them to know me.

I was kinda slow catching up and absorbing these new information. I was overloaded with information indeed. I've just surpassed a month of nosebleeding from IFP training and here's another training with all new concepts and information. I'm slow. Yes, I am. Everything is new to me, except the Microsoft Excel of course.

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Hayy continuation na lang yan.. kakapagod magenglish...

I'm so pissed off kanina. Lunes na lunes, puro sermon ang natanggap ko. Kasalanan ko bang nalate sya?! Hirap kasi, ang labo labo nya kausap tapos saken ibinabaling mga lapses nya. It's just so unfair. Tapos magtuturo, oo lagi  na lang sinasabi na ilang beses na nya diniscuss yan, ilang beses na nya pinakita, tinuro kung pano gawin yang mga ganyan ganyan. E ang tanong, ilang beses mo ko pinasubukang gawin un? OO alam kong mas madali ang matuto kapag may application, pero sana naiintindihan nya na hindi ko naman makukuha agad ang mga tinuro niya kung pinapakita lang nya. Natural, mas marami akong tanong kapag ako na gumagawa. Ang problema kasi, kala nya computer na may 1 terabyte ang utak ko, na isang turo lang nya gets ko agad. DI PO KO KASING GALING MO! Tapos lagi pa tinatanong, ilang weeks na ba tau nagttraining. Tangina naman. Ilang weeks nga, ilang araw mo ba itinuro yun? Pahapyaw hapyaw pa nga e, tapos every day iba pa ginagawa kasi we're doing the real job na di ba?! Di ba gumagawa na ko ng service level, break adjustments at monitoring. Tapos aftershift another adjustments and wfc plotting pa. San mo isisingit yun. Tapos  magagalit pag di natandaan ung tinuro nia na 3 weeks ago pa. POta naman. Di ba nakakabadtrip. Tapos pag may mali, jusko ng jusko pa. Nakakaasar. Tapos pag nasa likod nya ako, sasabihin pa, wag ka nga jan, naiirita ako. Potang ina ka, ang walang space sa kaliwa mo tapos dun mo ko gusto pumwesto. Napakatanga mo namang baboy ka. Tapos ineencourage na magtanong ako, e pag nagtatanong ako, nagagalit. Tanga ata. Ayaw nya ng tanong na close ended. I do believe na ang close ended questions ang magbibigay saken ng confidence na  tama ginagawa ka. Alam mo ba ibig sabihin ng confirmation. Hindi naman dahil sa nagtatanong kung tama ba o mali ang ginawa ko, di naman ibig sabihin nun na nagsspoonfeed ka na. Simpleng Tama, that's correct, di pa magawa. Maglilitanya pa, na alam mo dapat bla bla bla bla. E PANO KO MALALAMAN NA TAMA ANG GINAWA KO KUNG IPAPACHECK KO SAYO TAPOS WALA KA BINIBIGAY NA CONFIRMATION. JUICE KO naman. Nakakasira ka ng ulo. Hilig mo magkwento ng talambuhay mo na kesyo nung nasa training pa sya ganyan ganyan ganun ganun.  SOri  ha? Di ako ikaw, di ako kasing galing mo.  'INA KA. sana man lang naisip mo na lahat bago saken. Kung magalit ka wala sa lugar. Ilang taon mo na ba ginagawa yan. Mas marami ka ng experience, sana naiintindihan mo no. First time ko po to, okey?! Kung nagagalit ka dahil di ka makasubmit ng reports, kung di ka ba naman tanga na magturo ka saken within the time na kelangan mo magsubmit. Tanga ka rin no. Alam mong mabagal pa ko tapos rereklareklamo ka na wala na tayo sa oras. Kung ginawa mo sana ung mga reports mo at pinasa mo tapos ipaulit mo na lang saken un para maexperience ko din pano gumawa, di ba mas ayos. Di ka na delay, di pa ko pressure, walang nasayang na oras. Katangahan mo naman. Tanga tanga mo.Sana saken mo ipagawa un kapag ilang beses ko na nagawa. Alam mo namang gahol tayo sa oras, buti kung hinde, kahit first time ko gumawa nun ok lang, at least we can take time to learn. Tanga mo, di mo iconsider ang oras. You're also wasting my time you know!  You're depriving me the happiness that I should feel towards my job. You're making me want to resign.Hay nako. Mapaparesign talga ako ng maaga nito pag eto nagpatuloy. Ewan ko lang talaga. Ayos na sana ang trabaho eh, pero kung gantong klaseng tao lang ang makakasama ko, di bale na lang. Magttyaga na lang akong maging agent. Makakauwi pa ko sa tamang oras, at walang problema paglabas sa office. Ayos ka pa naman sana, kala ko bait bait mo, kaya nga ko pumayag na iappoint mo. Eto naman ako, nagpauto na naman. Mamaya talaga, pag ganto pa rin. Magaaklas na talaga ako.... GRRRRRRRRRRRRRRRRRRRRRRRR

IFP Wave 7 at Asturias

July 17-18

I joined IFP Wave 7 in Asturias to celebrate their graduation for passing  the Client Specific Training. It was great. I had fun even though I'm not really from Wave 7. I'm from Wave 6, and we don't have an outing like this after our graduation. Though the places we visited we're not so great, the camaraderie and the people I'm with made these 2 days special.