While at home, I took care of my baby Cedric. It was fun being with him especially now that he is learning a lot of interesting things. Most of them surprise me at how fast he has been growing not just physically but also mentally. He is only a year old and you can already ask him to get something for you, keep something for you. He learns fast and is able to retain it like words and pictures. He is now able to associate words with pictures as well. He loves books. There is not a single day that he would not ask you to sit down with him and read the stories for him or flip the pages with him. He just loves those colorful illustrations. Cedric has also improved physically. He is a very good climber. He has really strong arms and legs. He has also gained weight but not as much because he is very active. Good thing he eats all healthy foods and drinks a lot of water and milk. He is just wonderful and I always thank GOD for such a wonderful and lovely blessing. My long vacation was a very fruitful and worthwhile one.

Last night, I received a message and I was asked by my manager to report back to work. Although I do not want to go back and stay at home because I still feel the same (actually I think it’s getting worse) I needed to go back because I already ran out of leave credits. If I continue to be absent, I won’t be receiving any pay. It has been a long time now. I wonder what the changes are in the office. I hope I will be able to handle this new team I am assigned to. I hope I will be able to meet the demands of this new account. I hope I can still make this team a success just like the ones I handled before. I have so many things in mind and I am a bit worried but nevertheless I am excited to go back to work.

One of the struggles that we have right now is our quality of service. We need to increase our positive surveys fast despite pressure from the client. So in order to aid in the improvement of our scores, one of our team leads introduced the FISH! philosophy which she found was helpful in increasing her own team’s numbers.

The FISH! philosophy is a workplace management system created by John Christensen. It has 4 principles BE THERE, PLAY, MAKE THEIR DAY and CHOOSE YOUR ATTITUDE. It teaches workers how to integrate fun while working, making sure that customers are satisfied at the end of the conversation. A lot were skeptical about the new approach to improving our numbers since it might affect other metrics in the process like the average handle time. However, after understanding each principle in the philosophy the presumptions were erased. Instead, we found out that it will rather help in achieving good results in other metrics.

For me, the FISH! philosophy does not apply only at work scenarios. This can also be helpful in running a family where everyone spends quality time for each other (BE THERE), have fun with each other (PLAY), say “I Love You” to each other whenever possible (MAKE THEIR DAY) and choosing to listen while someone is talking (CHOOSE YOUR ATTITUDE). How about you? Would you buy FISH?

We stopped by Elizabeth Mall located in the city to shop for things we can use in the 2 day trip. Then we started off our journey to Moalboal later at 3PM. I had to ask favor from my brother to drive me to Moalboal since I am afraid to ride on a bus on an almost 3 hour journey. Some of us took buses from the Cebu South Bus Terminal which cost 100 pesos per head. Once, they arrived at the town proper, they had to ride tricyles to the beach for 20 pesos each and pay an entrance fee of a total of 15 pesos. We prepared food for the night, had some games before calling it a day. We slept in concrete cottages worth 1500 pesos each. Each room can accomodate 6 people.

The next day, we went to a nearby island called Pescador. It is a small island but the waters around abounds both edible and ornamental fishes. Some of us went on snorkelling and according to them, the world down there is just amazing with all its colors and shapes and varied creatures of every size. I was not able to enjoy that since I have to be careful as I am six months pregnant going on a sea adventure. I had to enjoy just swimming around the small “bangka”. This short trip cost us 200 each.

Then after this, we prepared food again so that we can start going back to the city. Some of us swore not to go back because of the long journey but I am sure that every one enjoyed that trip and help us carry on the challenges we had at work.

As a new team leader, I handled 10 tenured agents last 2008. It was very challenging considering that my only experience in people management is based on my learning as the oldest daughter in the family, as a three-year old teacher in a university, and as a call center agent, whose life as a customer service representative was not perfect during my neophyte age in the account having received disciplinary action for not meeting average handle time target and was given verbal warning for 3 instances of 2-3 minute tardiness. I have learned my lessons and I have mended my ways. This imperfection has helped me understand and relate to the first team I was assigned to. It was indeed a fulfilling experience. I remembered clearly that we were struggling with call handling time but I was happy since my team was the only one to meet quality of service surveyed to and scored by customers. After 9 months of hard work and consistent achievements, I was given the opportunity to motivate and mold aspiring lead agents and help transition team. It was another big step and a very promising role that came with a very big responsibility and risk. However, I was able to make it through.

Now, my boss told me I have to start transitioning back to tenured, since there will be a shift in positions again. I found it very hard for me since I will be handling a solid tenured team who is handled by TL Michelle for more than a year now. It is a difficult shift, I do not have the choice, I trust the decision of my boss and the magnitude of her understanding regarding movements in the account. Being anxious about the shift is not about I do not like the new team. It is about them liking me amidst the sadness that they might feel once they learn about the unraveled change, the separation from their team leader who they considered a friend and maybe a mother. It was really difficult for me since I do not know what level of “letting go” has been set with them by TL Michelle. I am not sure if they are ready to accept me and how I will be able to let them work still as a team. For me, this is one of my greatest challenges in life. Although I am anxious about it, I am still looking forward to working with them. In the first place, I am here to serve the company, to earn for my family. I have my family as my strength now. My husband and a 4 month old baby I am expecting. I know that I will be able to get through all these for everyone in the account. I can do it!