Kiezia: Hi, and welcome to our new episode for podcast. I’m your host Kasia. I am the director of company culture here at Pacbiz. For the following episodes, we will be featuring our company’s core values, which are family respect, compassion, personal growth and teamwork. So every year we choose an awardee based on votes of our winner that display these core values. So here with me today, is our awardee of our core. Our core anymore, good teamwork. Geraldine.
Geraldine: Hi, everyone. My name is Geraldine. I’m married and have one kid. And yeah, that’s all.
Kiezia: So how long have you been with Pacbiz? And what do you do backwards?
Geraldine: Actually,I’ve been with bath bears for five years now and counting. And with that question, what chose me to pack base. For me, it’s actually a blessing in disguise, because I’m having issues with my previous company because of the schedule, since I’m a working student at the same time, a full time worker. So I decided to look for another opportunity, which brings me to pack base and I’m glad that I’ve heard from one of my colleagues before, mommy, Joe and Gladys, and then also Stephanie, that type of business hiring. So I did apply. Luckily, I was accepted. And from there started the journey with backbase. So grateful.
Kiezia: Yeah. And it’s been a you mentioned, and it’s been great.
Yeah, great journey with earlier. Yeah, so you’ve been awarded the teamwork, teamwork, core core value for budding it then. Except flowering that way. So how do you define effective? Alberto, what is your role at practice?
Geraldine: I’m currently part of the training department as one of the trainers.
Kiezia: Right, so my next question here is How do you define effective teamwork? As a trainer,
Geraldine: Okay. For me as a trainer, yeah, there were really a lot of challenges, though. But one thing that I could say is that being up representation of teamwork, not only in the training department, but all throughout the operations, one must foster, like open communication in terms of in terms of whatever we have new accounts, like communicating with other leaders to make sure that the training is have been taken care of, in terms of their schedule, in terms of everything that they need to make sure that the learning process is very successful. And, also teamwork means respect. Also, if it’s mutual respect with one another within a team, respecting one’s idea, and then being receptive to coaching. And then also, within the team, there should be an established open and clear expectation to what was being given. So for example, with me, since I’m a trainer, it is expected that I would lead newbies in preparing them to become more productive once they’re endorsed to operation. So we had to make sure that everything is set before giving them the ops for them to be able to help.
Kiezia: Right, you mentioned a lot. Yeah, I’m just wondering what what is it? All the things you mentioned, what, what would be the most effective?
Geraldine: I’m so far with the experience. I’ve been with the training department for almost a year now. One thing that I see that really represents teamwork is just collaborating with one another, not only within the team within the team or the trading department, but we need to collaborate with the operation teams, we need to collaborate with the admin teams to make sure that everything goes smoothly, especially if we do have your especially in taking care of new accounts. So really need to collaborate with one another in order to make sure that there will be a success, like, yeah, just a list of successful accounts that we have. Right?
Kiezia: So do you have a process on collaborating like how
Geraldine: I’m actually in party Killer, just communicating well, communicating the challenges communicating the success, the highlights, whatever we experience within the team, we share it to the management, the operations, so that we will be aligned. And then from there, of course, if everyone is having the same path, then of course, success is there after whereas,
Kiezia: how do you like encourage every team member to be open since I know we have this fear, right? When we, when we tell people that oh, this is what’s going on, you know,
Geraldine: there is like, one good example of that is that I’m actually a person I choose not to, I’m not really open to anybody. But since I was given the chance to become part of the training team, I tried to reach out to me teammates like me, Charlotte misfield me, I’ve never, although I know Phil, me actually in the floor, but we’re not really like close. But along the way, we’re able to work it out, I reach out to them. So it would work actually, if within the team, there is someone who will reach out and someone who’s going willing to accept their it’s somebody who will reach out because, again, if you’re going to reach out, and then nobody would mind you that, of course it will be successful. But so far, luckily, within the training department, everyone is being if we have, for example, we have issues, we have to Takita to have to sit down and talk about that and then plans what needs to be done in order to address that matter. And eventually, we’ll be able to find something that would really help out and then so the issue or the problem that were facing,
Kiezia: right, so was there a specific, specific challenge, I remember, where you use like, a teamwork. It’s just if there is actually
Geraldine: there is a lot if you’re if you will be with training department, there will be a lot of scenarios like that. So one good example of that is every time we have this new account, first we need to talk it out within the team. So that means we have to share ideas, what needs to be done, what are the plans, what should be our next step to make this account successful. And then after that, once the plan is, well, what Once the plan is already solid, then we will reach out to say account manager, we will reach out who is the person designated for this account was the right person to talk to and then from there, we will meet we will schedule a meeting with them. Like reach out if we have any questions that we think they can answer, or if they have questions that we can help with and it’s like collaborating and then it’s really more on collaborating and then communicating very well with what should be done and what should be the next plan. And then just like that, that’s sort of really communicating total in like overall communicating to each and everyone who are who will be participating and that’s a certain account.
Kiezia: Right, so yeah, since I think you you’ve been talking about this a team right? Yes. So I think this is an individual award so I’m interested to know what’s in you I mean, they
Geraldine: actually really expects you to send to be an awardee for this particular award. But yeah, I’m grateful for for having those person there thinking that I deserve to, to win this award. But me myself I’m sort of weary of someone who’s not really what do you call that introvert or extrovert but something that I’m not the person who’s really good in social server extrovert? Yeah. But with my previous account, probably they see me as represent evasion of teamwork. Because with my previous accounts before I was B, I was promoted to become part of the training department. I was with different tax accounts, like, really a few accounts, that the worst one, it’s really a lot. And then from there, maybe they see me.
Kiezia: Got? Yeah, so yeah. Why?
Geraldine: Okay, maybe they see me as a representation of teamwork markers, I usually reach out to my teammates, lead them, advise them if they committed something like, for example, if we have escalations, I tried to open discuss everything, and how could we improve? And how not to commit that again, because I’m seeing my, like, it’s within me that once I’m working on that certain account, I would love it totally with all of my heart, I would give everything for that certain God, because I know that this is my bread and butter, and I have to take care of it. Because without it there, what will I know? I mean, not only the money, but like, it’s sort of it’s your bread and butter. So you really have to take care of it, something like that. So whenever, or whatever account I’m with, I’m always like that. So probably that’s the reason why you see me as a representation of teamwork. Right?
Kiezia: Yeah, that’s what do you like? It’s not only here. So they said, or your supervisor nominated you because you’d like to offer, offer help, or covering? And also monitoring trainings and accounts. Right. And one interesting word here is an energizer bunny. What isn’t that? What does?
Geraldine: I will leave filament. That way, because maybe she said that way, because I’m always up to over time. So every time anybody needs Salah as I learned or is the last I know how to call, do call taking and that 13 account, so long as I know the process I would be willing to do over time and then help with it help the account as well, because I don’t want missing any shift for any of my account. So as much as possible. If nobody can cover then. Yeah, I’m here. Why not? Just like.
Kiezia: So how does start, you know, being someone who’s willing to cover? What if they see you? They have that mindset? Oh, I’m going to be upset today because Geraldine will be covering for me anyway. So this doesn’t let it affect doesn’t that affect like teamwork?
Geraldine: Actually, there were times that that does happen, because maybe they’re expecting that someone will be able to come, come and cover the chef. But after that, I have request that team meeting request that I asked my supervisor. One good example of that is Miss Maloney. She was my previous supervisor when I was with operations, I asked her that maybe we can sit down and talk about that talk about the challenges because I told my teammates that yes, I am up to OTs, I’m up to working overtime, but it doesn’t mean that I’ll be always around. So we need to be responsible. In every shift that we have, unless it’s emergency, then I’ll be there. But if it’s not really important, we need to make sure that that should be taken care of. Because, again, at the end of the day, it all goes back to us. So if we miss this chef, then we miss the reliability, if it’s negative to our clients, and so if they might took some of the hours and it would affect us. So in case of emergency, I’ll be there. But if it’s not really important, then be at least on your shift, because again, we need to be responsible for our duties. Right?
Geraldine: And it’s good that you tell them you know the you know the consequences, right? What are the consequences to your team? And so they will do that if ever somebody is going to go to work, they will also do what you’re embodying it took up.
Kiezia: Yes, ultimately, that’s where you really like embody teamwork. So really commendable. Thank you. And yeah, you’re true and and you’re super supervisor inside here that you’re comfortable to talk to. And you don’t you do not hesitate to share your thoughts and feelings about situations concerning work.
Geraldine: Yes, I agree. Because although before I don’t want to, like offend someone else, but being part of backbase allow me to grow actually, personally, I grow in terms of in terms of professional, what do you call that? Professionally, I grow with pack bear. So I, in my mind, so we need to practice that as well. Because again, at the end of the day, whatever we do in this, for example, if we venture to another opportunities, whatever we do here, it would reflect to the next opportunity that we have. So if you’re doing great here, of course, I believe you will do great more if you’re getting more opportunities in the future. So why not practice it now? And then apply it later on? Yeah.
Kiezia: So Jay, can you share a memorable moment when the spirit of teamwork was particularly evident?
Geraldine: Oh, there were a lot, actually. But I can cite some. First is when I’m with one of my tax account. There were times where the client decided to take some of the hours. So we’re, I’m really quite worried. Why did it do this? It would mean less hours for us. So eventually, I’m afraid that there were times and days that each day they’re taking out an hour or like an eight hour shift. So that would be a deduction to the working hours of the agent. So I thought to my TL, can we have an account meeting minutes? Because I’m thinking they were losing hours on this account? So what are the challenges that we have done or that we’ve committed for them to decide like this? We chat down that out, and then we’ve talked about it. And then eventually, we work hard. We made a plan that we need to do our best, we need to follow what was being told to us to like, follow the process correctly, do the process correctly, eventually, the client decided to give us back the hours. So we’re grateful and doing that. I believe that we’ve been giving them a very good outcome. Therefore, they’ve decided to give us back the hours and right now I’m so happy that they’ve been giving us more more hours.
Kezia: Whoa, yeah. was amazing. Oh, yes.
Geraldine: Well, another example of this is when I’m already with a training department. So we have this new account. Clients right now are very, you know, they have this high, very high expectation from us. And then since we’re hiring newbies, they don’t have like, certain experiences with Daxia accounts. And it works differently from this previous accounts. So they’re really having troubles or challenges. And I’ve seen how QA department, supervisors, ATMs, and then training department work together just to you know, make this account sucks was successful. So yeah, seeing that, we can really work as a team. And that being said, yeah, a representation of agree teamwork.
Kiezia: Yeah. Awesome. Thanks for sharing that. Yeah, that was such a good example of a memorable, right, because you’re able to bring the client back. Yeah, it was really remarkable. So thank you for sharing your love. So yeah, as we come to the end of this podcast, what guidance would you give to our audience on promoting effective teamwork within their organization?
Geraldine: Actually, for everyone, just have a few. A few notes key notes to remember in order for the like the theme to work properly, we just need to have clear cut. First is clear communications that is very significant in every member of the team, because again, without proper communication, it would mean Is lead one information to another. So proper communication is the best, the best key to like success. And then second is every member should be receptive to coaching, because that will help us improve ourselves in case we made some challenges, and then eventually we can work it out and then be more, you know, professional and what we’re doing. And then we also need to recognize each of the members ideas and contribution to the team, because that would also boast their, you know, their inner inner attitude of doing their best and the things that they’re doing in the past that had been assigned to them. And then, lastly, collaboration to other team members that not only within your team, but to other members, so that that would also, you know, resolve collaboration and cooperation, and then eventually, that would make everyone be at the same, you know, the same vertical, that’s the same goal. If they have the same goal, then automap, automatically, they’ll be able to conquer. What is the goal of the company or the team?
Kiezia: Wow, those are great advice. And you did. He did give an example like earlier around those tips that he did. So thank you so much for being our guest. Today. John, I’ve learned a lot from you. Teamwork and even the processes on how to, you know, make an effective team, right to reach your goal. So, again, thank you. And that’s, this is Jay. She’s our awardee for our core team.
Geraldine: Thank you, everyone. Thank you for having me.