Employee Name: Linda, Menchu Employee No: 109480

Job Title: Advisor : Email, CRM Position level: CL11

Department/Program: Amazon US Seller Support BRIDGE Start Date: October 1, 2020

SUBJECT: BRIDGE Program

• This outlines your BRIDGE Program that will assist you in addressing the Key Performance Indicators that
did not meet the Goal Rating of at least Satisfactory.
•
• The purpose of this program is to help set you up for success within the department, develop your skills
and meet your standard performance goals.
•
• While under the program the following shall be put into place from BRIDGE Month 1 to 3 and you are
expected to consistently meet the required performance standards.
KEY PERFORMANCE INDICATORS:
CRITICAL AREAS CURRENT DATE BRIDGE TARGETS
FOR IMPROVEMENT RATING
30 60 90
Threshold Client Threshold Client Threshold Client
Target Target Target Target Target Target
Transfer 8.26% August 6.78% 3.82% 5.30% 3.82% 3.82% 3.82%
2020

RESOURCES AND PROGRESS CHECKPOINTS:

Goal # Activity Date Progress Type of Follow-up Notes

Expected (e-mail/call/meeting)

1 Mandatory 10/07/2020 Transfer% One-to-one session Knowledge base Scavenger hunt –

Coaching 1 should be provide sample cases and have the
below 7.52% associate look for the SOP necessary
for the concern.

Daily Input metrics progress report to

be shared with the associate asking
inputs as to why there is increase
with transferred cases in previous
days.

2 Mandatory 10/15/2020 Transfer% One-to-one session. Knowledge base Scavenger hunt –

Coaching 2 should be provide sample cases and have the
associate look for the SOP necessary
 below 7.15% for the concern.

Daily Input metrics progress report to

be shared with the associate asking
inputs as to why there is increase
with transferred cases in previous
days.

Employee Comments:

Upon issuance

Further
support
needed

Line Manager Comments:

CSA has high Transfer% for the month of August due to lack of research and high handle time. These are the
defects that will be addressed while on the BRIDGE program. Specific action items are scheduled on a weekly
basis to track his progress, and feedback sessions will be done to measure retention. Action Plans are provided
on the progress checkpoints.

Reminder
• This document serves the following purposes: 1. to explicitly communicate to you the standards expected
from you by the team and the business, 2. set you up for success for your current position and job scope by
providing a development plan, 3. Secure your commitment to meeting the indicated performance indicators within
the timeframe agreed. This also serves as formal documentation of our previous coaching sessions and
development discussions.
•
• As such, you are expected to communicate to me, as your direct manager, through email or during our
coaching sessions, any major obstacles or impediments to your performance. I will then determine if they are valid
reasons that are preventing you from meeting the standards set. In the absence of such communication, you are
assuring CONCENTRIX that you are diligently working to meet the performance indicators indicated in this
document.

• I support your effort to succeed based on this BRIDGE Program and I look forward to your good results.

• Further, please note that failure to meet the standard goal/s for the succeeding months may result to
corrective action based on the Company’s Code of Conduct. I encourage you to reach out to me for any support
you will need.
Program Accountability:

_________________ __ 10/01/2020 __ ________________ ___ _

Linda, Menchu Date Eric Patrick Santos Date

Noted By:

______________ ___________ ______________ ___________

Charmie Santos Date Lapuz, Nerielyn Date

Assessment:

CRITICAL AREAS FOR 2nd 3rd

st
1 Month Date Month Date Month Date Final Rating
IMPROVEMENT
Rating Rating Rating
         
NEXT STEPS (Options for BRIDGE Closure): Line manager’s recommendation by the end of the program:

_____ Passed, the employee has met the requirements of the plan.

_____ Failed, the employee has not met the requirements of the plan.

Assessment Accountability:

By signing below, you certify that you have read and understood the contents of this program:

_________________ _____10/01/2020______ ________________ ___________

Linda, Menchu Date Eric Patrick Santos Date

Noted By:
______________ ___________ ______________ ___________

Charmie Santos Date Lapuz, Nerielyn Date