i interrupted

in a rut

project arizona has never been this exhausting!

yes, being a boss has never been this taxing. i have to get certified by arizona so i can effectively teach, train and manage my people. so, i have been taking calls-lots and lots of calls. yesterday, i took a total of 103 calls for a span of 6 or so odd hours. today, i took 98 calls for 5 or so odd hours. this entire week, i need to maintain an average handling time of 250 secs, a QE score of 85% and a 100% HOC free call. i am set to fight off several sites in the future and apparently, the best way to manage your team is to also go through everything that they go through. yes, let's go to specifics. project arizona is prety complicated. we're talking about billing, inquiries, account reconciliation and setting up investigations. most are done through a web based tool, but most of these things are done through a black screen tool that's DOS-based. i thank my mom for pushing me to learn DOS back then. well, it's pretty easy, but i have to say, it is pretty hard to keep your cool when you're about to go haywire on a customer. i remember one call i had earlier, some weird dude wants everything he charges to be put on a revolve balance portion of his account. well, his type of card works in such a way that he has to pay everything he charges on it in full. he kept pressing on me to transfer all charges from here on to be on that revolve portion.. me, not knowing when to keep my big mouth shut... "well, if you wanted a minumum payment, sir, why didn't you just sign up for some other credit card?" ouch, that's gonna hit me bad if some of my bosses were to hear that.


the breakfast club

i had breakfast with joyce and reese yesterday. boy, i felt so dizzy after smoking a lot of winston lights. wala na kasi mabilhan ng yosi. i was so craving for pancakes. i had to drag them both to pancake house. sarado pa. and the manager kind'a kicked us out. so in lieu of great pancakes and bad service, we went to the place with great service and a decent plate of breakfast heaven- heaven and eggs in eastwood. i totally enjoyed my salted vinegar ribs. joyce had the breakfast plate of sausages and eggs and reese had the kiddie meal. man, after that, i was craving for the mango crepe ala mode i saw in the menu. since i was really craving, i can not let it go. i was just a bit disappointed that the mango was tart.
joyce and i had to talk about a lot of things. i was concerned that she was taking everything that was happening to the team seriously. joyce is the trainer/facilitator responsible for the batch that i belong to. we have been having problems - personal issues, certification problems, etc. india was jumping the gun on our QE scores and we had to compete in our customer satisfaction ratings. reese though, was just having the time of his life, hanging out with his two ate's. joyce being the diyosa, and me being "mother meg".... think he's starting to get a crush on rey. how would i know? he would always bounce off me a guy that he thinks is hot... take into consideration dodjie.. niko and now, rey. hay, reese, we need to have a good talk about my love life, stop finding me men that i'll never look at and will never like. well, i kinda like rey. haha!

today, i had breakfast with gary and glysa. i had a plate of beef brisket on rice at chowking. i didn't realize how hard their carrots are, and how salty everything was. after that, i was begging for someone to give me a glass of water. we saw two dogs at the rooftop of chowking, and i forgot how much fun it would be to give those dogs voices... so, i was just hinting that me and gary do exactly that. i started with, "panu kaya kung nagsasalita yung mga aso?". after giving me a weird look, he started to join the fun.
Me (voicing a dog that was on all fours and wagging his tail): Pare, chill dito no? sana may yosi tayo.
Gary (voicing a dog that leaning over the ledge and looking desperate for someone to help him): Pare, paano tayo bababa dito?
Me (still on that dog): Pare, chill ka lang, kulit mo. Mamaya na tayo mag-usap tinitignan tayo nung dalawa dun o! (pertaining to me and Gary)
to which we were interrupted cos of a long overdue glass of water.
yup, trying to cut back on the carbonated drinks now. next thing i'll be cutting on would be my coffee intake and next year, watch out, smokes... you're about to be removed. haha! been trying to quit something my whole life, but i guess breakfast with great friends won't ever go away. yup, and making dogs talk without them knowing it!



unanswered questions

yup, there are questions asked of me earlier that were really hard for me to answer. one was from botchie, my resident hothead rep that was caught blind transferring to escalation earlier. "do you think paalisin nila ko, mother meg?" hay, all i could do was hug him. told him not to worry, and told him, that his sup will fight for him. i almost cried. botchie is one of the people that i have wanted to be certified with. i could see a lot of potential in this guy. but he would be charged with a grave offense cos everything was done in purpose. even i wouldn't have a say in things cos we're talking about vendor relations managers and operations managers wanting to get rid of him cos of a formal complaint launched from the HQ of arizona.
gary asked me earlier, during my first 30-minute break "how do you know that you love someone?" to which i replied "if you know that every little thing you do, you want to do with someone and knowing that it will never happen, you still wish and pray to god everyday that it will". he laughs at my answer and kicks my shoe and says "ang corny mo naman,pucha!". i never really gave him my answer. my answer is simple...when what you feel is unconditional.


i interrupted

yes, i am interrupted. i'm looking forward to my rest day tomorrow. oh god, i have never wanted to go on my restday like this for quite sometime now. i need to get in touch with my bank and set up that stupid dollar deposit that has been long overdue. i need to get in touch with a citizenship consultancy firm. i want my mom to enjoy either the benefit of being American or Canadian. i see that not a lot of docs here know what they're doing. and i am frankly disgusted with the brand of medicine that is being practiced here. my mom has gone through several x-rays, mri's and other tests. no one can still atest as to what her sickness is. i know it's osteoarthritis. but apparently, no other doc wants to confirm that. i mean, come on, are we gonna wait for her to shrivel for us to know what the hell is wrong with her? i am starting to question the past diagnoses of my illness too. i read online that women with polycystic ovarian cysts can still have kids, cancer patients can have permanent remissions, viral diseases have cures and osteoarthritis can be alleviated with discs. so, knowing fully well that most of the people i love have been afflicted with these diseases, why i am still here. if my lola had good care, would she have died? if my aunt had some help, would she have fallen ill and left us? if my mom had just some good docs, would she be in so much pain?