Executive Interview : Marco Angelo Burgos from CELCOM Axiata
You won GOLD in the 2010 regional contest for Top Performers, what made you enter the competition in the first place?
It's all about "sharing best practices"...representing Malaysia and CELCOM Axiata in Gold Coast, Australia in APAC Region is indeed a great honor for myself, my family, my company and my country.
It's all about sharing your success and learning from other people in a contact center industry.
How did you and your colleagues celebrate your win and what recognition did you receive internally and externally for this fantastic achievement?
When we came home with the gold. CELCOM Axiata welcome us in with a "big bang", first time i have ever been in a newspaper all over Malaysia informing the wole country of the Team's success in bringing back home the gold!...
How did the win change things for you personally?
Well, i feel even more motivated and became more dedicated to my work as i am naturally, but what really made me change was how i truly appreciate how my company CELCOM Axiata has truly trusted and groomed me to represent the company and our country Malaysia it was indeed a great honor for me, and things like this are PRICELESS!!!...........
What impact did the win have on the morale of the center overall?
Big Impact!...i can say it is, 'coz even our CSR's are engaged! they even decorated the whole contact center floor with banners and stuff, i remember one of them saying "it's so nice and they feel so motivated to be working with one of the best in APAC region!"...
Looking back at your win at the regional awards, can you share some insights into how you felt when we announced you had won GOLD and what this amazing award meant to you personally?
Feeling?, well I'm so happy, honestly the first thing that popped into my mind was to thank HIM above!.
and personally i felt like i have upgraded! myself into a new level!...wow, really is priceless!..
What would you say to others who have thought about entering these awards but are hesitant because they don't know how they will do?
You've missed 1/2 of you life!....
What ideas, tips etc did you take away from the regional conference that you are, or will be, implementing?
T.O.F.U. - Taking Ownership and Follow-Up
How did the conference compare against other events or against your expectations?
This conference as i may say really does know the meaning of "sharing best practices"...and from experience, i did learned a lot, I'll put a bet on it...really. :-)
About Marco Angelo Burgos:
As an Ops Support Manager, Marco always believe that Workforce Planning should be continually measured for its success depends on meeting both efficiency and effectiveness of each parameter. He adds "While Efficiency will measure the time, speed, cost, and volume regarding the plan, Effectiveness will be then measured whether the plan is achieving the desired result of “having the right people with the right skills at the right time.
Celcom Axiata Berhad, formerly Celcom (Malaysia) Berhad, is a subsidiary of Axiata Group Berhad. Celcom Axiata Berhad provides mobile communication services for customers in Malaysia. It offers voice, mobile broadband and email, roaming, and IDD services, as well as telemetry and fixed wireless desk phone solutions. The company also provides a unified messaging service that allows users to view a fax message via Web; and AirCash services, which provide instant access to money via client’s mobile phone.
Published: Friday, January 07, 2011
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