Record of Discussion

Employee’s Name: Santiago Ospina Date: Monday, April 27, 2020

Customer Support
Position: Associate Program: Cigna Pharmacy

Topic of
Supervisor / Manager: Natalia Alvarado Zero Tolerance Behaviors
Discussion:

Observations

Agent received feedback on Monday, April 27, 2020 for not following the companies zero tolerance
policy, as a result Santiago Ospina Chamas made a commitment with Natalia Alvarado to stop behaviors
such as: transferring the caller to the queue, transferring the caller when unable to find an answer for
them right away and any other behavior under the zero tolerance policy.

Expected Behavior

Agent is expected to comply with the zero-tolerance policy immediately, avoiding any instances of work
avoidance.

***Failure to comply with this behavior may result in disciplinary action***

Employee:

Supervisor:

Manager:

***This document is simply a record of a discussion.

This is not a disciplinary form***