WRITTEN EXPLANATION

Hello,

Good day!

Here is a written explanation regarding my QINs and bad performance for the past few months. During
the time of TL Jushua Carpio, I’ve got no problems with my tickets, I even got a quality champ once, then
after TL Jush left Stefanini I felt the pressure under TL Markius.

We have multilingual agents but we the regular agents, including I was on prio 1 for Spanish calls which
is not included on our contracts. I got calls from Spanish users even multilingual agents are on idle, calls
take few minutes to an hour even remote sessions are taking place after the calls that may take up to
hours due to the language on user’s PC, there are times that I still have remote sessions after my shift
that’s why other tickets are being left. There are also times that I am being called out for being in a call
for more than 20 minutes and some are not being called out when they are still on a long call. We all
know the process with the language line and it will really take a while because everything is being
interpreted to both the user and the agent. Please see to it that as I take the remote sessions I am still
getting calls and some of the calls also needs a remote session.

As an additional to the pressure, I feel embarrassed every time I am being called out in our GC due to
breaks and lunch regarding over breaks/lunch for just a few seconds or calling me out because of my
ticket that has no errors. I lost focus on everything that I do because I always felt that someone is eyeing
on me and not just on my tickets since I am the one being called out and others are not especially the
agents that he is friends with.

When escalating my tickets I became hesitant with the escalation group because I always felt that
someone is eyeing on my all my tickets and felt like it will always be wrong.

I apologize for being at my worst and for my bad performance, it just affected my mental health thinking
that there will always be wrong on anything that I do because someone is eyeing on me and on what I
do, I promise to improve and take this as an opportunity to be a better employee and have a better
performance.

Thank you for your kind consideration.

Best regards,

Marra Angela Reign M. Martin