Customer Focus: MPT South Frontliners

by Ma. Jonah M. Pereyra, JANUARY 2021

Customer Focus, a primary MPT South core value, that means a desire to work closely with internal and external customers including prospective customers, to meet and exceed their expectations.

Featured in this new section, #MPTSouth@yourservice, are our MPT South frontliners whose dedication in living the customer focus value as been proven even in crisis.

Arnel Natividad, CALAX Toll Supervisor

SOUTHLINK: How do you feel telling people that you work as a frontliner, especially during the pandemic?

I am proud and confident that despite of the pandemic, we were able to serve our customers and most importantly we continuously being supported by the company in terms of our PPEs.

SOUTHLINK: Can you tell me about the time when you were most proud of the level of service you provided?

When we encountered irate customer and therefore complaining about 100% RFID or cashless transaction, so we explain to them our procedure and they understood why we are implementing this in our plaza.

SOUTHLINK: What is your most stressful experience as aToll Supervisor?

For me, I believe that everything will be less stressful if you take it constructively.

SOUTHLINK: What is your most rewarding experience as a Toll Supervisor?

For me, the most rewarding experience is when we opened CALAX Mamplasan and Sta. Rosa Toll Plaza last February 2020 and also our mini plaza last August and started cashless transactions.

Arnie L. Esguerra, CALAX Toll Specialist

SOUTHLINK: How do you feel telling people that you work as a frontliner, especially during the pandemic?

Syempre nakakatakot kasi para sa kalusugan mo at pamilya mo kase marami frontliners ang nakaranas ng discrimination. Also, proud kasi nakaya namin lahat makasurvive, di kami nawalan ng work at naglilingkod pa din.

SOUTHLINK: Can you tell me about the time when you were most proud of the level of service you provided?

Nung nag 100% RFID na, after all ng pagod makikita mong okay na.

SOUTHLINK: What is your most stressful experience as a Toll Specialist?

Wala pa namang super stressful, siguro yung during openings pero kasi part of adjustment po ito.

Sarah Mae S. Roxas, CALAX Traffic Administration Specialist

SOUTHLINK: How do you feel telling people that you work as a frontliner, especially during the pandemic?

Proud to say to others that I am a Frontliner.

SOUTHLINK: Can you tell me about the time when you were most proud of the level of service you provided?

Nung meron nasiraan ng kotsetapos birthday niya and sobrang upset dahil sa nangyari that time. So ginawa ko, I tried my best to make her smile telling some hugot lines so para hindi siya gaano makaramdam ng lungkot. After ko sya ma-assist yung motorist, she smiled kahit na-tow yung kotse nya, she left CALAX with a big smile and said thank you to me for entertaining her.

SOUTHLINK: What is your most stressful experience as a Traffic Administration Specialist?

Stressful is yung tatanungin ka ng motorista tungkol sa system ng RFID na hindi mo rin masagot.

SOUTHLINK: What is your most rewarding experience as a Traffic Administration Specialist?

Most rewarding is yung napapansin yung mga efforts na ginagawa mo sa work, malaki man o maliit.

JEFF ROD B. JAVINAR, C5 TRAFFIC CONTROL ROOM (TCR) SPECIALIST

SOUTHLINK: How do you feel telling people that you work as a frontliner, especially during the pandemic?

I am so proud to tell them that I am frontliner and there is nothing wrong with it.

SOUTHLINK: Can you tell me about the time when you were most proud of the level of service you provided?

When a foreigner riding a motorcycle stopped at Taguig entry ramp. He asked if I can assist him in installing RFID tag and I told him yes. We brought him at Merville Toll Plaza for the installation. After the installation, the foreigner wants to give us some perks but we declined and told them that we are just doing our job and he smiled and said thank you.

SOUTHLINK: What is your most stressful experience as TCR Specialist?

When the radio is not working properly, and the CCTV is down.

SOUTHLINK: What is your most rewarding experience as a TCR Specialist?

When I contributed something to the team to make our work easier.

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About the writer:

Ma. Jonah M. Pereyra. HRAD Specialist and a mom to my pet shih tzu, Sky.

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