Introduction to the Call Center Cast

MANAGEMENT:

Program Manager: Shredder Gupta
Heir to the call center throne, Mr. Gupta has been assigned to his post heavily in lieu to his familial connections to our call center's royalty. Process-wise he's very inexperienced (as most Program Managers are) and somehow he still doesn't know how to deal with our client (the account's representative)

Assistant Program Manager: Betty La Fea
Everybody loves to hate her (agents, escalations, sups... everybody.) All she does all day is surf entertainment sites and when asked by the program manager about something, quickly delegates the job to someone else, whether it is their job or not.

TECH SUPPORT TEAM:

Supervisor Gobernator
A kid from a well-off family who is kind of a happy-go-lucky guy who, however, takes his job in stride. He is also the most tenured supervisor among the technical support team.

Supervisor Lady Lee Seguerra
Being a controversial hire (externally hired people are paid more than internally promoted people), she did not make that many friends among her co-supervisors and is the APM's official pet.

Supervisor Hermano Moreno
A closeted gay guy who never really fit in anywhere, however is good at communicating with the client.

Mr. Footstep
Promoted within the ranks (from agent to L2 to unofficial L3 to Supervisor) is this pseudo-braggart who tends to exaggerate facts however is very knowledgeable in technical support.

CUSTOMER SERVICE TEAM:

Mack Daddy
The most tenured supervisor in the account. Loved by many and is their best bet at the APM post however is always under scrutiny from the management on why he takes a lot of breaks (the reason for this is that he finishes the job early, unlike his colleagues).

Mack Mommy
A supervisor promoted from another account who transferred to ours, the mother of the Customer Service team.

Tinker Bell
Mack Daddy's partner in crime before however transferred to another account but returned back. She is very knowledgeable in processes which could turn the account around if she only willed to implement them.

ESCALATIONS:

Supervisor Chubby David
My wave(batch) mate since the start of the account. He is very good at handling the team however is always in the shadow of the previous escalations supervisor due to the fact that the previous supervisor of the escalations team was another pet of the APM.

Chicken
A guy who eats truckloads of food however is still stick figure thin. He is the sole breadwinner of his family (mom, dad, siblings, et al.) as both his parents aren't working anymore. He also pays his sister's way thru college and is hard pressed with cash.

Alien
A guy who is usually token in the escalations team, Alien is adept at troubleshooting.

Jesus
The comedian of the escalations team. Looks like a junkied-up Jesus.

Babaeng Nakakalbo (the girl who is bald-headed)
The rose of the escalations team.

Manyak 1
Wife, kids and a mistress plus he is one of the pioneers being a Wave 1 (Batch 1) member.

Manyak 2
Wife, kids and a mistress however is a wave 5 so he is much more inexperienced than Manyak 1.

Delicious
Recently abandoned by his girlfriend (who was part of the escalations team before) he finds it hard to fit in with the other members of the escalations team since he is not technical, nor does he have a good accent.


QUALITY TEAM

Quality Manager Hairy
The quintessential manager: reports here and there and demands that need to be met when he wants it to be.

Supervisor Sire
Usually non-existent to the other people on the account, Sire is a very good boss (to me at least). He is closer to the people in another account than he is with ours, which is why nobody knows him that well.

QA Customer Service:

Clay Aiken
Promoted from agent to Quality Assurance Specialist and is good at communications skills. His partner, Lola Basyang had an ordeal with the manager so she is no longer a part of the CS (Customer Service) team.

Lola Basyang
Technically not part of the CS team, she handles CSAT (Customer Satisfaction). She is the most tenured QA for CS and is very good process wise. She is also a tight-ass (not literally) but this may only be due to her age (however still looks very young though).

QA Tech Support:

Gerger Pepito
Recently transferred from Davao City to Pampanga because her (now) ex-boyfriend was the Program Manager of Symantec. Most of our conversations revolve around her ex.

Yours Truly
Just look at the first entry. Haha.

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I'm a Technical Support Representative turned SME/L2 (escalations) turned QA (Quality Assurance Specialist). This site was built to display the lives of people in this toxic atmosphere we all seem to both enjoy and hate called the Call Center Industry. This blog is the convolution of the stories of people who work at our call center but for their sakes, we will not reveal their true identities.

Here are our Cast of Characters:

Program Manager Shredder Gupta Assistant Program Manager Betty La Fea Program Supervisors: Technical Support: Gobernator Lady Lee Seguerra Hermano Moreno Mr. Footstep Customer Service: Mack Daddy Mack Mommy Tinker Bell L3/Escalations: Mr. Perfect

Escalations: Escalations Supervisor: Chubby David L2/Escalations Team: Chicken Alien Jesus Babaeng Nakakalbo Manyak 1 Manyak 2 Delicious Quality Team Quality Supervisor: Sire QA Customer Service: Clay Aiken Lola Basyang QA Tech Support: Gerger Pepito Yours Truly