FORWARD UNTO DAWN

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MOVING IN, MOVING OUT, MOVING ON

Almost more than 5 months now, I discovered a company along edsa road. I had no knowledge of this company and that the only thing I knew about this was that it is a call center company. Given with my previous experience in the call center I decided to apply and try my luck.

My original mission assuming that  I'm successful getting hired was a simple "Survey and Dig" , on which I could only get past as far as nesting phase then be off again to another place . I would just get the total months salary so I could use it on personal reasons for my sailing job, namely for licensure examination and job related supplies for sailing.

Big turning point of my mission which resulted to being "Extended" was when my Trainer / Temporary Trainer Norman Estrada, Defended my stay here and argued to the brass that I'm the agent worth saving . A decision I'm forever in debt of and he has my respects on it.

I always distance myself from my co-workers given the fact that my original intention here is fund raising only and that I may not last long enough for us to get to know each other. I always thought that is the best possible action so that incase I may leave the company the emotional impact would be less, I didn’t even bother to know their names or any other personal details about them.

went along on the following months doing what I usually do and did what necessary actions I would take and felt no remorse on it. I did what I had to do and disconnected callers at will. I could be a lot of things as a telephone operator but I'm no call manipulator nor even a "Judas" to my own fellow telephone operators.

Already wrote down here what people need to know about, I wrote down my frustration, hopes and dreams and my struggles on how life is inside Philippine Call Centers. I already told everyone what they needed to know, I knew my comrades well and they can look out for themselves. Perhaps it is time for me to leave this call center company , I had stayed long enough - far longer time than it was originally intended, I already passed my resignation letter to the HR department.

My stay here is not permanent nor even for settlement , This is simply a fund raising campaign to finance my sailing profession. This mission is a success on the fact that I drew enough money to finance all the supplies I needed.

I would like to specially thank the people who fought alongside with me in this campaign, These are the few good people here in TRANSCOM

Norman Estrada

Mark Anthony Barilea

Raymond Victor

Erica Chavez

Christian Cruz                       

Erich B. Tunque                                   

Richard Anthony Regidor                  

Peter Danbert Powell                         

Bernadette A. Retorca                                          

Mars Milano  

RICHELLE ANNE THERESE REMIGIO

BHEVERLY BRON

DUSTIN DAVE CENINA

GLORIA LAYNO

JENELYN PAWHAY

JEROME CADANGYAO

 JOSHUA JOSE MAGPAYO

MARIE ANTONETTE GACUTAN

MARK ANTHONY MACASPAC

MICHAEL VINCENT GOZON

ROSALEEN MAMARADLO

ERNESTO JR ZAGALA

KIM SANTIAGO

I learned an important lesson about Philippine Call Centers and Philippine Maritime Industry. That other people are not all evil…. And that our own people are not all good.

I guess this is the way how will I close the "Volume 5" of my Blog and offline diary before I proceed to "Volume 6" . I'd be leaving the overall epilogue ambiguous

This is my story, and I am sticking to it……...

QUALITY OF MERCY

"The true measure of a hero is when a man lays down his life with the knowledge that those he saves... will never know"

Looks like that I'm not the only one having an NTE memo , from what I saw it seems that "Renee" and "Rose" also has one and guess who issued them all? Our beloved rat bastard T.L. John Edward Rivero CIM#76689. Anyway it doesn’t surprise me that this was issued given on how treacherous this vicious scumbag  is. I still remember why I hold judgment over him when I first met him in the production floor, because I have seen this a thousand times that a "Person might be friendly and approachable at first , then later turned out to be a monster" . Get my point why I have serious trust issues over him ?!

 So happens that my suspicion turned out to be true. I may not be the best operator around like dustin cenina or mark macaspac or even "Renee" , or even a good and by the book telephone operator like "rose" to begin with. I even disconnect bitchy customers at will , I am a lot things as a telephone operator but I'm no "Call Manipulator" nor a traitor like John Edward Rivero CIM 76689. One good thing I learned in life is I know how to tell the bad guys from the good guys ,

Anyway here is the Letter I submitted in reply to NOTICE TO EXPLAIN LETTER

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NOTICE TO EXPLAIN

In Response to the notice that I received on February 06, 2013 1320HRS local time in the Philippines, Upon said charges of Call avoidance and call manipulation. I find it exaggerated allegations given on the number of facts that I had reviewed on the notice and documents I received.

1. Based on the Report I was manipulating calls on almost every week for the whole month of January, then if that would be the case then how would the person / team who investigated this waited for a month to brought up and report this charges. If the IT team or the person who investigated me have sensitive tools enough to detect at least one outbound call (dated 01/14/2013, 01/15/2013, 01/21/2013) then why did it took them a month to notice and further aggravate the damage of the alleged call avoidance ?, this should have been the subject of an investigation upon two weeks since the number of alleged calls have totaled to 10 by two weeks time (Jan 1, 2013 to January 15, 2013).

2. If the allegations of call manipulation and call avoidance was Detected on the month of January 17 times based on the report, how come the reports for December and perhaps November didn’t indicate any form of call avoidance at all and why there wasn’t any background checks on call avoidance on those previous months considering that I had been into the production area for more than 3 months during that time? Who are the CR7 analysis team analyzing my performance during the month of November to December and why does it contradict the report on January?

3. How come based on the logs ,three alleged call manipulations on different dates , dated January 15, 2013 12:32 GMT, January 21, 2013 12:52 GMT and January22, 2013 12:42 GMT. Almost of the entry times of call manipulation are nearly identical and this is on three separate incidents on different days of working shift?

4. I am being charged of call manipulation by means of dialing out, when in reality and in practice I never make or even bother to make one due to practical reasons. This is for the fact that there are so many regulations that have to be taken before making an outbound call that it would be practical wise not to make one at all (even though agents have the authority to make one) And practical wise I’d rather have a high CR7HIT on call backs rather than stick my neck out on a person who will eventually be the cause of my termination. Plus the mere fact was that although I was familiar with basic CTI telephony systems, I had limited knowledge on how to operate it to full capacity or even enough to manipulate calls, I am not good enough or even an expert to capable of those things. Could it be possible that the limited buttons, I press had something to do, why it is being flagged as Call avoidance?

1. Some entries on the said log record are questionable. Based on the logs that dates January 22, 2013 I made dialing twice and then received a call 5 seconds later which I entertained for 9 minutes and 37 seconds. If this was the case of call avoidance then how come I still received a call 5 seconds later and even entertained it for 9 minutes? Would It be called call manipulation at all? Given the nature of call avoidance is to “avoid” calls?

2. Dates Jan 14, 15, and 21 based on the report have only reported one incident. This incident is very questionable since it only happened once in a day and it was not clear if the intention was “call avoidance via dialing out” at all, recording only once incident a day could mean a lot of things like a systems issue or even a pressed wrong button.

Overall even if these records were presented, the most logical question to is what benefit will I gain if I attempted to dial out, and these so called records are even questionable from the start. If this is the only basis of the charges, then how come it is questionable? Should it be that all facts presented are of no contest and without any doubt at all? And yet they indicate something wrong, they can record but cannot tell what is exactly going on. Clearly this is bogus accusations placed on me are not true and that I am willing to go public on my situation and have a forum to my accusers and even submit to further investigation from transcom about this just to clarify about my charges of “call avoidance and manipulation via dialing out”. As being accused, I have my rights to know who my accusers are. I believe this is workplace harassment on a person behind this and who ever put those charges are Harassing me for their own personal end, if this injustice is permitted by transcom, more innocent agents will be indiscriminately charged by this kind of misconduct, I hope transcom should seriously look into this matter . Under DOLE , this bogus charges are illegal and even summary dismissal.

I do not recall these events that happened at all nor recall anything of dialing out, and like I said i have nothing to benefit from it if I would dial out, I am not even making an outbound call in the first place nor even correctly make a dial out from the CTI Telephony system and I have little or no concern to make or dial out an outbound call because it is bothersome and affects performance in work. There is also the so called “call Tracker” imposed by my team leader every end of the shift, just to show written proof of what am I doing during work.

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Doesn’t matter if the HR department will listen to it and I had already prepared my resignation letter along with it, Besides my accuser is John Edward Rivero cim#76689

************************************

Trancom Worldwide Phil INC

Transcom Center Building, Las fiesta rd.

Frontera Verde Compound

Pasig city

Human Resources Department

  

To whom it may concern,

I . Working with TALKTALK YOUVIEW account as a TSR / CSR Agent wish to express my irrevocable resignation from my job effective February 15, 2013. Due to Maltreatment and harassment from my TEAM Leader John Edward Rivero cim#76689. I cannot in good faith and conscience would continue further in working because my Team leader abuses his position over in maltreating agents, he is a vicious tyrant and dictator who will harass his agents and coerce them indiscriminately just to pursue his own personal goals and pursuit of power being a manager and it would be best that I leave the company. The lack of confidence and his disregard and irresponsibility for his agents concern, particularly on my pending case which I had been a victim of harassment from this TL have made me demoralized. I am giving a notice as part of my working contract which states to notify the said company of my resignation.

I hope TRANSCOM would look closer to this matter in regards to abusive employees; I am now resigning and leaving the job just to clear my name and report this abusive Team leader.  

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THREE DAYS LATER………

The Kangaroo court were i was tried on my charges

I was sitting right in the middle of "Rose" and "Dustin" . When I was called to go to the HR department , It was 10pm at that time, I knew from the start this is a losing war and I'm not good with words - yet I needed proof who am I up against with and what are they're capabilities are.
Besides that technically I shouldn't be here anymore , but for the sake of my comrades who fought along side with me in this campaign and what "Dustin" and "JENELYN PAWHAY" had said to me. I had a change of heart and decided to fight till the end.

 I need to deliberately put myself in the middle of harms way just to know the truth and find some answers, I needed information and my purpose in this hearing is to get information not to fight. Rule of the thumb in this situation is that I wont get into a fight I cannot win , this is purely a "reconnaissance" mission as what you put it in military / naval standards just to know the enemy.

I went along to the HR with that John Edward "Judas" Rivero. I was order by the HR to wait inside the interview room and after that the interview ….err interrogation went on. I wasn't good at words at all and the interrogation was a losing one way fight. To make matters worse the HR personnel who conducted the said hearing was bias and was treating John "judas" as some sort of hero who apprehended a criminal. Jeez am I supposedly to be the bad guy right ?! Fine I'd play the baddie - for now

Though it was a losing battle my reconnaissance brought me useful information.  One is that it confirms who the enemy is and that despite his denials pointing fingers in the IT department , the HR pointed him to be directly and sole involvement in my termination. He is very good in manipulating words and people including the HR personnel who handled my case believed in him, He even pretends to knew everything including the training manual for agents .  He even Criticizes Norman Estrada ,Raymond Victor and even Mark Anthony Barilea that they didn't train me well (Jeez since when id this TL knew the job of trainers huh ?! fuck sake ! i consider them to be more of a man than him and they have the balls to defend their students not kill them off one by one, These people are good people from Transcom and they have my highest respect) based on my observation this person is very vicious and is good in conning his way towards people. He systematically studies his victims first before killing them , on my part he has been studying me for more than a month now I suppose,  before killing me off ,trying to find holes on my manner of work.

 He is also excellent in making up excuses and even brought the issue of "Lack of commitment and / or caring the role" and "willful neglect of duty" crap when in fact the only issue here is "Call manipulation Via dialing" topic.

Bah !!! Just to remind mongoloid eyes here that when my mother was badly sick and half dead from kidney failure in the hospital , I was still in the office doing my job and I still went up to everyday considering that mom was badly sick back then - NOW DO YOU CALL THAT A NEGLECT OF DUTY ? GOD DAMNIT !!! Can you have a little decency and respect here...Mongoloid eyes has never considered that and I hope his mongoloid attitude doesn't get passed down to his kids or else the Philippines will have another extra mongoloid in the Filipino populace as a burden.

The HR personnel who carried out the investigation was very bias and didn't even consider the fact that she is handling all the power of investigation and collection of evidence to my accuser ,Hell fuck !! Doesn't she even consider or knew the word "Arbitration" ??? Hell she might as well hand over my ass to John "Judas" in a silver platter if that was the case. Can you imagine how stupid these dumb fuck HR guys are , Good thing this wasn't a court because they're doing a poor job on my case and it looked more like a "kangaroo" court and I'm not here to fight , This is simply a recon survey 

During lunch time in midnight, four of my comrades  saw how furious I was in the canteen and talked to them what happened. They said that I should calm down and don’t worry and try to be civilized as much as possible.

Before the end of the shift I said goodbyes to everyone , though some of them don’t exactly know what I meant and its difficult for them to tell given my situation of being framed up by my T.L. . "Mark" didn't even knew what I meant when I said to him on the "See you around mark, you take care .." , He said "hey what the hell are you taking about?? , it more like your giving a goodbye when you die" , I just gave him a blank stare and said to myself if you only knew my situation…..

JENELYN PAWHAY and ERNESTO ZAGALA JR. knows my situation and they're the living witness of the injustice I suffered.

I left Transcom facilities with a heavy heart and a burning sense of revenge inside me. I said what I had to say and its up to them who will find out what kind of  injustice I had with this company and TL john edward "Judas" rivero.

I don’t expect people to believe me , what I am asking is don’t believe in me nor believe on what my TL says - Believe in yourself and what you think on my situation and you decided who among us is the liar. ITS MY WORD AGAINST HIS 

THE JUDAS WITH GLASSES

Transcom Agents Beware of This TL John edward "Judas" rivero. Cim# 76689. He is a back stabbing Judas who would intentionally frameup his agents for "Call Manipulation via Dialing out" and "Call Avoidance" in his lust for power to become a manager. Very Manipulative and Vicious. It would be unwise to underestimate this cocksucker

Looking back on the days that have passed I had realized that , Our T.L. has a lot of things to answer for and I had already figured it all out that all those Prohibitions about me carrying a star bucks planner was a big hoax in the sense that there was no manager at all  who forbade me to carry one, It was the slithery bastard JOHN Edward "judas" Rivero (cim# 76689)who was all behind it. No wonder he couldn't tell or identify what manager told *HIM* . He was all in the play and he was just making up excuses to cover up on his jealousy over some rare piece of notebook I had, That bastard had me riding all the way thinking it was actually a manager , he even went as far as to excuse this so called "PCI" issue thing just to cover up his jealousy over some stupid green notebook. 

Now the big question is if he is conning his way like that , do you think he could be ever trusted ? Or ever he will be trusted at all ? Fact is people like that are vicious and that they are a threat not only to the other agents but to the company itself. Given the fact that this person is a slithering bastard that is capable of betraying and mistreating his agents. I find him to be a power hunger asshole and will stop at nothing just to achieve his own personal gains to become a call center manager,  Even if it means firing and endorsing  his own innocent agents to the HR department.

This is the kind of person , that should be disposed and terminated on the job without remorse. He also did a tactic on which he deliberately sent an message to my previous SMS number , instead of the current number I had. Unfortunately for him this saboteur tactic didn’t work  on me (as what it did on "Renee" )  as I still kept my previous number operational. Bastard was surprised that I showed up on that day.

Another thing that was dismaying was the fact that despite his promises to protect "Rose" that he will not report this incident to the security office as it would jeopardize her job. He ended up reporting it and endorsed this to the HR department. He lied and said that it was the "Security Team" who reported the incident , I do know that it was him that reported it and I had a gut feeling about this.

It seems that me , "rose" and "Renee" met foul play on the hands of our TL and that he is abusing his position as a TL and picks off his agents one by one.

On my part I was told to keep my mouth shut by NOEL CLEMENTE (BUSINESS MANAGER CIM# 76683) and JOHN EDWARD "JUDAS" RIVERO (TEAM LEADER OF TEAM AWESOME CIM# 76689), for unknown reasons . I could only guess that they wanted me to shut up on the fact that they want a nice clean cover up on my issue and that it would cause a rebellion within the ranks , Look these people have the guts to start trouble and yet they don’t have the balls in being accountable for the trouble they make. They drop and fire an agent without any juris-dick-tion and blame it on other things and pretend nothing happpned.

Yeah ! These people are a golden example of leadership and a shining example on what people are in TRANSCOM , fucking ball lickers. Why the hell would they suppress my freedom of speech when I knew deep inside that I'm innocent on the charges , I am willing to go public and let everyone know what happened on me and let them decide. I suspect conspiracy and foul play between the two

Bottom line is that enemies don’t play fair and neither do I …...

IF THESE WALLS COULD TALK

Much to my bewilderment and surprise I was called in by TL John for "coaching", but unlike any other usual coaching session - this one is different in the sense that I was to wait in the waiting room to speak to the manager and in front of the TL. I had no idea first on what was the reason , but I do know it was something serious as not all "Coaching" sessions are done in private sound proof rooms. This caught my attention given the fact that "Badong" and "Chard" was fired on the job in that very room , in a very similar fashion of being pulled up and fired on the job without even finishing their working schedules. To me this room has a moniker which I call "Firing Squad room" , unfortunately they don’t give out blind folds but termination papers.

I was told to wait there and a few minutes came by my thoughts are already playing on what kind of employment termination will be put on me. Will I be terminated for poor performance ? Have I exceeded that number of DPA failures ? Or did I get caught in the act of disconnecting a customer ? I was already thinking of either of the three will be the cause of me being fired. I was not afraid at that time on the fact that maybe I had been prepared and ready for it and that I had already assured that if ever it boils down to that , I have settled the deals already.

So it went the and the manager came in along with TL John. Honestly The "Coaching" wasn't exactly a coaching session and was more of an interrogation. I was brought in for questioning and the charges that was brought up on me was "Call Avoidance, and Call manipulation on making out bound calls" . According to what was described to me by TL John. The IT department detected that I was making a huge transfer of calls in the "Customer Loyalty TV department" and I had a record of making outgoing calls of a total tally of 0 seconds. TL john and the manager said to me that they have records implicating me on this and the trail all leads to me doing call manipulation and asked what on what can I say on this charges.

I guess this was the part were I would say "Guity" or "Not Guilty"

I pointed to them that the charges are ridiculous , why the hell would I be charged in call manipulation
When in fact I don’t make outgoing calls in the first place. I am familiar in making out going calls and its procedures however I do not make out going calls even if it’s a valid reason.

Regardless of what the reason I told them didn’t matter at all. I was told that I would be off the phone until given notice, however I would still received my salary and still report everyday. In other words I'm suspended whether guilty or not.

Funny I'm being accused of Call manupulation and Call avoidance, Call manipulation on going outbound and call avoidance in the sense that Customer loyalty TV department complains that they're receiving a huge transfers from customers who want to disconnect their service. Irony of life , being accused of avoiding calls in the sense that its their job to handle customers who want to signoff from talktalk. They refused to handle this - who do you think is now doing call avoidance .

If they want I could be customer loyalty department agent and do it better , as matter of fact id show them how work is being done correctly.

 Fuck ! The charges are not even half right at all.

Two days later….

 I got myself again into a heated conversation. This time with TL john  over some PCI security issues. The truth is I wasn't even the subject to be discussed with, when it was just the issue with "Rose" being smacked by his boyfriend in the workplace.  Anyway the thing is that TL john was not pleased on the situation on what happened to rose , unfortunately for me john saw me having my Green planner writing into something and even threatened me that he'd issue an NTE (notice to explain).

Didn’t like the words coming out on his mouth. …

The after the work shift, he immediately stated about rose situation and after that raised the issue of PCI and even made emphasis about my me carrying a green paper as if like the perfect example of doing the wrong thing and even said again to everyone that if he will saw me again with that paper he will issue an NTE on me.

That was the second slap on my face and I had enough of it and talked back in a questioning manner , on why the hell am I being banned on something were i normally see on people here in the production floor ? And why am I being singled out with ? And as far as I know our TL also has a paper notebook. John replied that he's exempted because he's a TL. I talked back saying , what the hell does that  mean that just because you’re a TL means that your exempted from the PCI Law. Being T.L. doesn’t give you the license to push everyone around and give you the right to play high and mighty, Its insulting that agents don't have one and are forced not to bring it in fear of termination, while other people here in the office openly show it to everyone some sort of hinting that they are superior.

T.L. John lectures me on something he can't even practice at all, But that is not my point. My point here is that were sorry if "Rose" was smacked by her boyfriend during office hours ,and if TL john isn't happy and pissed about the situation then I'm sorry for him as well, BUT LEAVE ME ALONE with my own problems and PCI issue shouldn't be brought up, cause its not the main topic at all and mind your own business. And I don’t take threats and being humiliated in front of everyone lightly. NTE ??? You got to be shitting me right ?! I'm already in suspension and already line up for termination, do you ever think id be scared of NTE ? Bah !

A day later ….

My NTE notice was served and when I read it I found more disturbing facts. That our beloved TL John was behind it as it indicated that it was him that reported me to the IT department. He says that initially that the IT department was the one who reported this. However the NTE I got told exactly the opposite.

Either way I could smell one of them is a liar and I know on my instinct that it was TL John had something to do with it and looking back on the heated conversation a few days ago , I should have done more and perhaps should have strangled him with my headset cord right in front of everyone including our team mates. Call it work place violence but I call it justice…

Id explain later on the circumstances about my charges of call manipulation via making outbound calls.

For now here are the pictures on my NTE (click the picture to  view it in a much larger view)

if you read it carefully its says here ."While doing the CR7 Analysis for the team on January 29, 2013 . Your TEAM LEADER has observed that on the listed dates below, you were allegedly manipulating the telephony systems by means of dailing out" . He says that the IT department reported this . REPORT THIS EH ?! how come the notice says different ? REPORT MY ASS !!!