STRICTLY CONFIDENTIAL

Memo To: KIMBERLY MEDRANO

Travel Service Provider

Date: May 10, 2022

RE: Final Written Warning – Improper Call Handling
Call Dialer Number: 415-860-7124

This letter serves as a Final Written Warning of your failure to adhere to the TSP Policy Guidelines which caused
dissatisfaction to a long-time customer of Mango Tours. According to the incident report, Call recording, and
Quality Assurance Evaluation Form, there were instances of overtalking, resistance in providing the requested
information to the customer, a lack of enthusiasm, and a lack of sense of urgency in resolving the customer’s
concern.

Unfortunately, you have remiss your duty. It is specifically stated in our Travel Service Contract Agreement that a
Travel Service Provider must observe proper conduct in every interaction with the clients. A TSP is expected to act
professionally and address customers’ concerns immediately at all times.

Hence, we are constrained to issue you a Final Written Warning to correct and avoid similar violations moving
forward. Please be informed also that a repetition of the same offense will merit a stiffer sanction including
immediate termination of your Service Agreement.

If you have any questions regarding this matter, please discuss them with us.

TFI SOLUTIONS PHILIPPINES INC

Acknowledged:

Signed: ___________________
Date: ___________________