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Wednesday, January 19, 2011

Stepping Forward


Today, I received congratulatory message I passed my interview and written examination in my application for Account Supervisor position. My training starts tonight until Friday this week. After the training I will be a member of Account Supervisor Group (ASG). As a member of ASG, I will be handling or getting escalated calls from front line Customer Care Representatives (CCR).

Before some of you get dizzy with what I am writing here. Let me explain to my new comer blogger friends. I work for a Call Center of an electric provider in one of the States in the United States. The electric provider has Call Centers in the US, Manila Philippines and some are located in Central Latin American countries. When a customer dials the customer hotline of the electric provider, whoever is the available CCR, gets the call. Meaning either the customer gets routed to Manila, in the US or in Latin American Call Centers.

When a CCR gets the call and the customer ask for a supervisor. The call is warm transferred to an Account Supervisor (AS). The AS handles the unresolved customer issues. Possibly resolved the issue in the best way he could to avoid the call getting escalated further to a Manager. In most cases customers are already irate when they get transferred to an AS. This will be the group I will belong to, after my three days training. Good compensation you say why I applied for the position? Not really. I will only receive additional allowance.

Actually, I had been a part of the team for about a year from November 2008 to October 2009. For some “political” reason I was transferred to lower rank. Meaning I was transferred back to a front line CCR.  I do not want to elaborate on it anymore. I am not good in history.  The so called “demotion” did not create demoralization in me. Instead I fought positively. I worked hard to improve on my monthly evaluation scores, like quality assurance, average handling time, etc. As I mentioned in my earlier post, life is a constant change. I hope this time I would maintain the rank as Account Sup until such time I would think of seeking a higher position.

Wish me luck, folks. 

18 comments:

Multibrand said...

Congrats, JP.
Wishing you all the best for your career.

cLai ♥ said...

congratulations!!!! ♥

Luke said...

2011 sounds like a big year for change and opportunity for you. I hope all goes well with the job and your new home.

Take it easy.
Your Friend.

Luke

Country Mouse Studio said...

congratulations, how exciting :O)

WebbieLady said...

Congratulations! Juicy thing about your going back to lower rank... :)

Webbielady

Mr. BA said...

congratulation! I hope you success!

Jean said...

JP, Wishing the warmest Congratulations.
If you rep my states' Elect Co...I hope I get you if I have any problems. They are lucky to have you!

Jolly Princess said...

@Multibrand -Thanks Harry. Its nice checking on my blog and you are the very first person to post comment. @cLai ♥ - I like your new profile name. Thank you.♥ @Luke - You are right my friend. I really hope and pray everything goes out well. @Country Mouse Studio - Thanks.:) I am getting hyper. The start of 2011 is heading to the right direction of my career and personal life.

Jolly Princess said...

@WebbieLady - I had mix feelings when it happened. The charge against me was lame. I suffered silently but I fought back in a positive way. It pays to be good after all. @Mr. BA -Thank you. Welcome aboard. Appreciate your visit. @Jean -Thank you much!♥ In as much as I would like to assist you. However we do not service your State.

Melanie said...

Congratulations! How exciting to be starting a new position! All the best to you. :-)

WebbieLady said...

It's very courageous and strong of you to have reacted in apositive manner in such a situation.

Have great time with the new designation. Success to you!

Webbielady

cLai ♥ said...

you have been awarded...♥ lots


http://claimundslife.blogspot.com/2011/01/stylish-blogger-award-yayyyyyy.html

lunaticg said...

Congratulations.
You deserve it. I know its need a lots of hardwork to achieve that.

Jill Wellington said...

Lots of fun things going on for you this year, Jolly! A new home and job...I like change and excitement.

Jolly Princess said...

@Melanie- Thank you!♥ @WebbieLady- I maybe soft in person as you see me. But I am tough from the inside. :)cLai ♥ - Thanks for the award my dear. Love your description. Mwahh!

Jolly Princess said...

@lunaticg- Thank you for the kind words. Appreciate it so much...@Jill Wellington- Yes, Jill job is alright but lots of responsibilities. I am more excited about my new home.

Jean said...

Major Whoopee! Oh...I'm not surprised by your promotion. They are lucky to have you! Smiles...Hugs...and well more hugs!!!:-D)

Jolly Princess said...

@Jean- Thank you!♥ I hope I could meet the great expectation from the boss. :)

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