Mikaela's Moon

Wow. My last blog entry was last month.

How have I been doing in my new position? There's only one word to describe it: toxic. I experienced having 3 meetings in a row, finally having lunch at 3:340 am, and rendering OT for 16 hours a week. Yes, the perks of promotion. I'm feelin' it! But I can't complain, because I wouldn't be doing it if I didn't enjoy it. I LOVE what I'm doing. I finally feel that I greatly contribute to the improvement of the the team.

The hard work pays off. The client gave me an award out of the blue, and it came from the district Manager, Betsy, and an Operations Manager, Mike. They gave me a certificate that said "Unsung Hero Award" and they gave me a small medal. LOL. I LOVED IT! Plus I was totally shocked because I didn't know what the award was for. They told me it was because I was doing a great job and they appreciated all the things I've done. That was so heartwarming. Finally, I get recognized for doing great things (ahem ahem to my previous MANAGERS haha!). Things here are great. My Account Manager, Team Managers, Trainer, floor leads and agents are great. I love my team.

When the client handed me my award, our Senior Account Manager was there, and I jokingly told my Acct Manager that they need to give me a raise. They just laughed, but I was half serious! Hehe.

Being Quality Coordinator is a tough job. It's not all about doing monitoring for the agents. I'm also in charge of creating updates, reminders, guidelines, quality reports (tons!), weekly reports, monthly reports, feedback trackers, compliance reports...The clients forward to me issues that need attention and I have to inform the Managers about it. I need to make sure the Team Managers are monitoring their agents. I'm charge of the weekly internal and external calibration. I have to monitor 44 agents: 1 call and 1 email per agent EVERY month. Oh yeah, it's not all about monitoring.

I've learned a lot, and I'm still learning. I am so thankful for all my blessings.