#MPTSouth@yourservice: Fathers Delivering True Customer Experience

by Ma. Jonah M. Pereyra, JUNE 2021

“The heart of a father is the masterpiece of nature.”

Antoine-François, Abbé Prévost d’Exiles, prolific French novelist

HEINZ REIMANN D. ORAIS

Heinz is the Assistant Manager for Non-Toll Business under Finance and he has been with the company for more than six years now.

(L-R) Heinz with his extended family

SOUTHLINK: What is the most stressful experience about your job?

HEINZ: Currently with my position, similar to sales, we have a target or revenue quota that we have to meet and that is a never-ending source of stress. 🙂 But, I treat it as a challenge – for me to be better in strategizing and negotiating. With the help and guidance of our bosses, I find this role fulfilling.

SOUTHLINK: What is the most rewarding about your job?

HEINZ: When we close sales or generate a good revenue for the company. That also includes launching new business or seeing your plans slowly realized. And of course, when the bosses pat our back and telling us we did a good job. 🙂

SOUTHLINK: Can you tell me about a time when you were proud of the level of service you gave a customer?

HEINZ: I’m in a Business to Business type of negotiation. My customers are mostly corporate and we are expected to give the best service all the time, as we represent the company. But one of the most notable one is with my stint with CSM. I led the program DRAYBERKS that eventually won ANVIL Silver Awards last 2020. I guess that’s a manifestation of high service level given to customers in form of CSR.

SOUTHLINK: How will you relate your customer focused attitude from being a father and an employee?

HEINZ: It can be in this analogy – Customer = Children. In my domestic life, I have to provide the best care for my kids and be a father and a husband. In my professional life, I have to provide the best customer experience and the best service to my company. 

SOUTHLINK: As a working father, how do you give your outmost focus to your children?

HEINZ: Even though most of the time I’m working at home or at work, I find time to talk to them on what they did the entire day, what’s their topic in school with some kulitan. At times, we watch cartoons together and browse Shoppee/Lazada for some toys and computer gadgets. 🙂 We also play scrabble, a lot during my free time. I always make them feel that I’m always there for them.

EMIL THOMAS S. VADASSERY

Emil has been with the company for almost five years now. He started as Warehouse Supervisor and was recently promoted as Central Warehouse Assistant Manager.

Emil with his son, Scott Jaden

SOUTHLINK: What is the most rewarding about your job?

EMIL: Having friends at work and the bonding experiences that we both on work and off work

SOUTHLINK: Can you tell me about a time when you were proud of the level of service you gave a customer?

EMIL: I have always been proud of the service that we give to those who need assistance from the Warehouse.

SOUTHLINK: How will you relate your customer focused attitude from being a father and an employee?

EMIL: When at home I try my best to put aside my work to focus on the need of my family.

SOUTHLINK: As a working father, how do you give your outmost focus to your children?

EMIL: I try my best to tend to the needs of my son and of course give him the best opportunity for his future.

ROMEO B. AGCAOILI

Romy is the Security Operations Supervisor that oversee all security operations in Calax and Cavitex and has been working in MPT South for eighteen months.

Romy (at the lower right corner) with his family

SOUTHLINK: What is the most stressful experience in your job?

ROMMY: Stressful Experience as the OIC for MPT South Security Operations is when we are only two in our department. We do admin and field works, site inspections, coordination with internal and external stakeholders plus online meetings.

SOUTHLINK: What is the most rewarding about your job?

ROMMY: Most rewarding about my job is despite of the pandemic, the company continuously giving 100% salary despite of skeletal work schedule and added to that is the support in providing all needs for the safety of all employees.

SOUTHLINK: Can you tell me about a time when you were proud of the level of service you gave a customer?

ROMMY: During the planning on the implementation of 100% RFID to MPT South toll road, our team spearhead the conduct of crowd and control management into our customer service centers due to surge in availing for the installation of RFID stickers. Extended patience despite of irate customers/ motorist availing for the RFID stickers.

SOUTHLINK: How will you relate your customer focused attitude from being a father and an employee?

ROMMY: Customer focused being an employee – I encourage my team to work together to create a consistent, overall better experience.  When a team respects and believes in their Leaders, they will push the agenda. The agenda should always include Customer Service.

Customer focused being a father – Being a father I see to it that ill will do my best for my family. I know as a Father I took that job very seriously, as I believe you have to instill as many amazing values as you can to inspire lifelong success with your kids. I know I am a very proud son and an even prouder father.

SOUTHLINK: As a working father, how do you give your outmost focus to your children?

ROMMY: Whenever I have my spare time so and day off, I make sure that my family have my time. As a father, I’m playing with my eldest son, helping him with his homeworks. My youngest is a new born and I’m taking care of him so that my wife can rest. Giving them my attention and time is very important especially during their growing stage. Saglit lang silang magiging bata and they will remember throughout their life that we are there for them during their growing stage. Being a working father is hard yet fun. Time management is very effective in attaining my goals as a working father. Knowing my priorities (work and family) and weighing the same is very important.

BUBOT V. SUETA

Bubot is the Environment, Health and Safety Officer assigned in CALAX and has been ensuring the safety of the project for three years. He marked his third-year anniversary last June 1.

(second from right to left) Bubot and his family

SOUTHLINK: What is the most stressful experience about your job?

BUBOT: For me yung most stressful sa position ko or being a safety man is yung papaano mo pakikisamahan yung behaviour ng ibat ibang klase ng workers sa site kasi iba iba ung mga attitude nila, mahirap  iaaproach or makipagusap sa mga workers lalo nat pagod sila ung tipong hindi sila ma-offend sa mga sasabihin mo at maipapaliwanag sa kanila na mali ung mga ginagawa nila. Iisipin mo din paano mo sila ma-educate na dapat eto ang ginagawa nila hindi kasi lahat ng workers madaling maka intindi kailangan mo maging pasensyoso sa lahat ng oras lagi mo dapat ibababa mo ung sarili mo sa katayuaan  nila para mgkaintindihan kayo at mapasunod mo sila or else pag talikod mo ganun pa din ang gagawin nila, kailangan mo lang ma-educate ang mga workers ng paulit ulit para malaman nila ung tamang gagawin para hindi na nila gawin ung mga maling procedure ng trabaho nila.

SOUTHLINK: What is the most rewarding about your job?

For me yung mai-share ko yung mga nalalaman ko and maka pag educate ako ng mga workers kasi we conduct tool  box meeting sa mga workers from that na ibabahagi ko yung mga dapat gawin at tamang procedure sa trabaho. Another one yung tipong pag punta mo sa site makikita mo yung site malinis organize yung mga materials diba ang sarap mag trabaho sa isang lugar na malinis at organize and yung mga workers sumusunod sa mga protocol lalo na ngayon nasa pandemic tayo we have to follow yung guidelines na ibinigay ng DPWH and para din maiwasan yung pag kalat or pag hawahawa ng virus. As a safety man kasi ang pinaka-important sa amin eh walang incident or accident sa site kasi pag may incident is either property damage, pag accident naman may first aide, medical treatment or fatality which is iyon yung iniiwasan natin, our goal is ma-deliver yung project na may kalidad nasa oras at walang nasasaktan sa mga workers.

SOUTHLINK: Can you tell me about a time when you were proud of the level of service you gave a customer?

BUBOT: Siguro yung time na masasabi ko or proud ako dun sa level an ibinigay ko sa mga costumer natin is when yung isang project eh natapos na and fully operated na, for example yung Marina Flyover, C5 and sub section 6,7 and 8 ng CALAX nakakaproud na ung dating pinupuntahan mo na site eh ngayon eh operation na at pinakikinabangan na ng maraming motorista. Proud din ako at pingmamalaki ko sa mga kaibigan and kamag anak ko na part ako ng pag built ng expressway na dinadaaan nila.

SOUTHLINK: How will you relate your Customer focused attitude from being a father and an employee?

BUBOT: Sa trabaho kasi naming kailangan mo talaga mag focused or else baka mag karoon ka ng incident and accident sa site, sa dami kasi ng hazard sa site kaialangan mo sila ma illiminate or magawan ng solusyon para hind imaging hazard or mabawasan yung hazard para sa protection ng mga workers, being an employee naman kailangan mo maging focused all the time kailangan kasi mag karoon ka ng grow sa sarili mo para makasabay ka sa system ng company on that maiibigay mo sa costumer yung kailangan nilang serbisyo galing sayo. Being a father naman mahirap specially in my part na nasa province yung mga anak ko and twice a month ko lang sila nakakasama, I’ll make sure na after office hour or pag kauwi ko sa gabi natatawagan ko sila naitatanong ko kung kamusta yung maghapon nila  ung mga kabataan kasi ngayon iba na eh pag hindi mo sila binigyan ng atensyon eh kukuhanin nila yun sa pag lalaro nalang ng games, Everytime na umuuwi ako lahat talaga ng time ko sa kanila even we are in pandemic kahit sa bahay lang eh nakakapag bonding kami, mahilig kasi kami magluto kung anung gusto nila food and kung kaya naman eh niluluto ko, pag nasa bahay kasi ako gadgets down yung mga anak ko yun lang kasi yung time naming para makapag kwentuhan, pag nasa trabaho ka kasi halos buong maghapon ko hangang gabi eh na sa site kaya sinisigurado ko pag umuuwi ako eh quality time talaga sa family ko.

SOUTHLINK: As a working father, how do you give your outmost focus to your children?

BUBOT: Ang pagiging tatay kasi hindi lang natatapos sa na bibigay mo yung kailangan ng pamilya mo or nabibigay mo yung mga material na bagay na gusto nila, kailangan mo din mabigyan ng oras sila, hindi naman material na bagay ang kailangan ng mga bata sa lahat ng pagkakataon kailangan din nila ng time na galing sayo, yung mga bata kasi ngayon pag di mo binigyan ng time nasa gadget nalang yung focus hindi mo alam nagiiba na pala ung ugali nila kakapanuod sa You Tube or kakalaro ng mga online games. Yung bonding sa isat isa yung importante kasi dun mo nakikita yung ngiti na nanggagaling sa mga anak mo iyon yung malakas magpawala ng pagod duon palang bawi na lahat ng pagod mo kung baga sulit na may nanalo na.

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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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