Anakin Floorwalker. That's what they call us...
A few of us have been selected as "floorwalkers" for the whole operations team. Our task is to assist other agents with their queries and check their reports. Also, we take ecalations..YAIKS!
I TOOK my very first "supervisor call" a couple of days ago. To make a long story short, the call was quite complicated because I was also talking to one of our branch staff who was siding with the customer. Instead of her, explaining "our" procedures to the customer, she was insisting that "we" do what the customer wanted. I understand their concern, but I was firm with the bank's policy and procedures. In the end, we compromised and everyone was happy...
That was certainly an experience for me. Before that, I only had 1 "supervisor call" from my previous work. Actually, it wasn't that difficult as it sounds. I just had to be firm with the procedures and at the same time show concern with the customer's needs. I am also quite proud that at this early stage (I've been with my current work for just 2 1/2 months), they've seen my potential and have given me a chance to prove my worth. And the good thing is that my teammates are quite supportive as well.
On the "dark-side", I was not lucky to be picked to be trained for another skill even though I volunteered for it. The problem was I volunteered late for it...Oh well, There's always the next batch...
Yeah..yeah..I'm to busy with work nowadays that it rare for me to find time to blog...I promise you guys that I'll update this as often as I can..
till next time...Ciao!
