GENERAL MILLS

TOWNHALL
2024 - Q1
 AGENDA
OPENING REMARKS
OPERATIONS UPDATE
PERFORMANCE SHOUT OUT
ENGAGEMENT ACTIVITIES
OPENING REMARKS
MARISELA GUEVARA
VICE PRESIDENT - OPERATIONS
OPERATIONS UPDATE
 PROGRAM WINS
• Green Absenteeism and Attrition for 2 consecutive quarters since Launch

• Maintained efficiency and Service Level across all channel

• Revamped New Hire Training, build bench strength for training, streamlined QA
processes

• 100% pass rate from the January New Hire training class
PROGRAM HIGHLIGHTS

• Additional geo added from redundancy for all languages

and roles

• Partnership with Laivly on Automation to further

increase efficiency

• Launch of Spanish IVR

GMI clients sentiments is that we are in the best
place we could possibly be from a performance
and efficiency standpoint, and is happy with the
overall team’s performance
PERFORMANCE
SHOUT OUT
Q1 TOP PERFORMERS
 VOICE
LEVEL 1-5
Jhim - well Marcelo
 Carlos Alejandro
Valladares Zuniga
Melanie Saballague
Ivan Ortiz
Abigail Razo
 EMAIL
LEVEL 1-5
Dan Joshua Nazario
 CHAT
LEVEL 1-5
John Louie Lai
OX TOPS FOR EDUCATION
Princess Juliana Domanico
 BLUE
BUFFALO
Neil Oswald Napao
C&FS and DBA
Megan Dodd
Switchboard
Jordan Ross
SMET
Joseph Lezak
ENGAGEMENT
ACTIVITIES
CLOSING REMARKS
JAMIE LYN NOBERTE
DIRECTOR - OPERATIONS
Thank you!