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WHAT LIES-IN FRONT OF ME
/NOTE.
♥My World
hihi, thanks for dropping by.. here are the little little bits that form me.. :D

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Name: Manman<3 ♥ ♥ ♥ God's Little Girl, Bb, Dance, Love, W16, Paint, Food, Sleep

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  • /SOUL MUSIC.

    Counting down, leaving Xerox in a week’s time.
    Sunday, July 01, 2007

    On Friday, the North and XES calls are really super high. Outstanding hit 30 to a point of time. It’s really scary. Usually the healthy level of outstanding call at any point of time should be 13 and below. Then these two days got a lot of engineers on MC, on leave and on training. So those that can help to clear the calls are not a lot.

    Really love the engineers, they are super helpful. On Friday, I got a lot of urgent calls, got calls come in after 5.30 and demand to service on the same day. That company is located at woodlands. That time henry is going to that company also, so I called him after 6pm, he said he can help me call customer whether can postpone till the next day. But after that he tried to call customer, he couldn’t find. On Saturday, I called my own line to talk to my colleague who take over my board. Stacey took the board. She said henry called the customer on Saturday, the customer just woke up, but still want to service the machine, cause Sunday customer need to use the machine. Henry offered to drive all the way to her house to pick her up and get the customer to escort him to the exact location of the machine. Woah.. I was stunned of what Stacey told me. This is really the first time I ever heard such things. Anyway that particular company was real huge, walking from one blk to another will take real long time. Furthermore that place is highly protected area, so need to apply pass or customer escort to go in. currently only henry and boon kak have pass to go in.

    Another urgent call is at balestier. That customer keep calling and calling back to check what time engineer will reach. That call only came in at late 4plus. That time sharhar was at mandai. He called me just to have a short chit chat, cause I sent a broadcast message to all my engineers that I’m leaving in a week’s time. Cause I think that I didn’t personally inform some of the engineers. Then he said he want to continue a call at woodlands. I ask him whether he can make a trip down all the way to balestier and that continue call do on Monday. He initially said cannot la, cause is really far from mandai and the machine at woodlands need to service also. But after that he said he can help to go to balestier. That time is already 5plus. They supposed to work till 5.30pm. He can choose not to help me, but I’m really thankful that he agreed to help.

    Then another engineer, Mazlan. His main work area is at ang mo kio area. On Friday really got a lot of calls outstanding, especially at woodlands area. Gave him one call at senoko at late 3plus, gave him one more at woodlands as next pending job. After that at late 4 plus he ask is there any company close late, so that he can help to clear at least one more. Managed to find one at woodlands that close at 8pm, so I pass the call to him. He is one of my favourite engineers, firstly he can service a lot of models. He can do a lot of models like Vivace, Imari, Kutani, Tarzan, Varenne. And also some of the latest models like San Remo and Pazu. Secondly, he’s really nice, a lot of time he can help to clear urgent or difficult calls. Thirdly, he can help to work on every Saturday. Now Saturday duty don’t even need to ask him whether he can work, I could automatically pass Saturday calls to him.

    Another engineer will be boon kak. To be honest, my first impression of him is not really good. Felt that he is a very stern man. My first few months of dispatching role, don’t really like to talk to him. Cause the tone of voice that he use makes me feel scared of talking to him, feels like he will scold me anytime. Sometimes he will call and ask, ‘hey how come you keep passing me calls at toh tuck?’ I need to pass the calls to him at that area because that area need help, and he can do a lot of different models also. First few months he will send me SMS like, ‘after this, please send me back to my area at woodlands…’ is not easy to work with him initially. Next few months, if I send him any calls, I will send him another SMS to tell him the reason of why I send him that particular call. Then the past few months, find that there’s some changes between my working relationship with him. Now I send him to anywhere he didn’t complain, he just accept the calls. Then when I’m on the line with him, the tone of voice is much warmer than before. Now I don’t hold any fears when I talk to him, hee… and he is also another engineer that took initiative to offer to work OT every time when I need help.

    Still got a lot of engineers I haven’t mention. Total number of engineers that is under my care is 21. All of them are very nice to me.

    Still remembered when I start to learn dispatching. I was real slow. Remembered Anthony will send me SMS like, ‘I already finish my coffee and the calls are not in yet.’ then now when I talk to Anthony, I can multitask better, I can send him the particular call that he requested while I am still on the line with him. Then now he told me, ‘wah, so fast send me calls already huh…’

    Oh ya, forgot to mention another challenging one. Sim is one of the few unique engineer in the board. He’s station at orchard area, he doesn’t have car or van as transport. we called these kind of engineers as the ‘walking engineers’. the challenge of giving calls to walking engineers is to minimize traveling. Sim is really a very fast worker, he can manage to finish around 10 service calls per day. He is one of the engineer that is very very detailed. Every service call will labeled with a timing of the calls come in, this is to let me see how much time I left to arrange an engineer to attend to the calls. He is one of the few engineers that are very particular with this. If I send him a call that some in at 11plus first, then his pending call came in much earlier, he will call and ask why. Initially I’m not so familiar with orchard, I need to make sure what I can arrange his timetable that is easy for him to travel without forgetting other issues like response time and any specific remarks made by customers. Some customers need to avoid lunch time, so I will not want to send him to go there during customers’ lunch time. Initially I made a lot of mistakes. For example, say his first call is at forum, if I send him 2nd call to heeren and 3rd call at wisma atria, he will call and check how come I didn’t give him call at wisma atria first. I’m not really familiar with orchard still, but should be slightly better as compared to what I first started. At least when sim called to ask, I will have reason to ‘counter’… hee… anyway he’s really a nice guy, he will sometimes share with me about what happened when he goes around to service machines.

    Overall, I loved to work with them. Sometimes really feels sad to leave because of the engineers and my colleagues. They are all so nice to me. Now still not sure who will be taking over the board. I heard there will be a lot of changes after cas and I leave the company. New girl haven’t come in yet. Thought new girl could come in at mid june, but till now no one come in yet. Quite worried for the rest of my colleagues, cause they are the ones who are going to suffer if no additional manpower come in to help soon. Maybe Serene’s nightmare might come to pass…
    &lovin' Bb at 4:07 PM♥