Heroes in Business - Cactus Chat Podcast Core Values Family Pac-Biz.com Eric Mulvin

Episode Date: March 21, 2024

Our next core value, Family, is a value every member of the amazing team at Pac Biz Outsourcing knows all too well about. Listen to Kiezia talk about it with resident call taker, Terry.

Hi and welcome to a new episode for our podcast. I'm your host today, Kezia. I am the director of company culture here at Pacbills. For the following episodes, we will be featuring our company core values which are family, respect, compassion, personal growth, and teamwork. So every year we choose an award based on votes for a winner that display these core values. Here with me today is Terry. Welcome to the show. Thank you. Can you introduce yourself?

Thank you for inviting me. Sure is a pleasure. Can you introduce yourself? Sorry. Hi, my name is Terry and i'm now with alpha taxis um first i was with smash tech and then during the pandemic i was transferred to pizza hotline for a few months and now i'm with alpha taxis and welcome welcome to our podcast welcome to you and to our podcast. Welcome to you and to our podcast. So Terri, how long have you been with Pacbiz?

I've been with Pacbiz for five years now. Wow, that's a long time. And what's your role here at Pacbiz? I'm a call taker with Alpha Taxis. Yeah, so what drew you to Pacbiz? I don't know. I came here, I applied and I got hired. So this is the first BPO company when I came here in Dumaguete and so I was hired and then now I don't want to leave with PacBiz yeah I remember that we were still at our old building

when you started working at at PacBiz so you are she's our awardee for the core value family and so in what ways do you see PacBiz as family and not just a workplace? First, let me define family. For me, family is a safe place where you can make mistakes without the fear of judgment. But rather, learn from those mistakes and helping each other grow. I feel like with PacBiz, I mean, you can be who you want, you can express who you are, and I'm just grateful, I'm really happy because they're very understanding, kind, and very compassionate. They know the needs of their agents and they adjust to it and yeah that's what I like about being a family with PacBiz. Interesting so PacBiz adjusts to your need. Can you tell us specifically? So I have one conversation with our company nurse and so this is regarding our health insurance with PacBiz. my dependent with my insurance is is quite is quite struggling right now so we were like we go to we go to hospital a lot and like we need like we need financial financial okay so I really appreciate like values family because they consider and they see the needs of their agents so

the time that we have a conversation with miss daza she said that so previously it was 50,000 with the insurance and now they adjusted it to 100,000 which is a lot. And thank you. It's a very great help. And yeah, I'm just really grateful for everything that PacBiz has given me. So yes, thank you. Wow, thank you for sharing that, Terry. Sure, yeah, it just shows that PacBiz really cares for us, right, as part of the family. You're not just a worker or coworker.

So can you share a specific example where you felt support and camaraderie of the PACBiz family aside from what you just shared? So I've been struggling. I am struggling and like it's it's just very difficult for me like working and then juggling from work into my personal personal stuff like i'm with i'm with my mother here in I feel like PacBiz really value everyone or every agent as a family. it's not like for me it's not like a big deal every time I work so I'm just focused on what I appreciate PacBiz because it's a safe place for me to work. Like, I am not feel pressured, even though I am pressured on my personal stuff so I am not I'm not pressured I mean I feel pressure but it's a good kind of pressure it's just I mean because I'm controlling my own self so I feel like it's a good kind of pressure. So, I still feel that... Sorry. In what way does PAPB is supporting you? You said you struggle with juggling work and personal life.

Right. As what I've said, I'm not really pressured when it comes to work because it seems that they're not like the TL my TL by the way is a great TL, TL Brian if you're listening super cool super easy to talk to I feel like I'm a burden to him in a certain way but he doesn't feel that way so he helped me a lot and I'm just I was just gonna say that his I mean my work is now easy like it just makes my work easier because my deal i mean my deal is very understanding and also the management is very understanding and very kind so thank you yeah thank you for sharing terry so how do you bring a sense of family into your team or department? I guess it's already family value as a core value is already with like AlphaTaxi. So that's why I'm not feel pressured because also the management on shore is very kind, like very understanding.

So if in any case that you were, I mean you made the mistake, they just call you and just remind you but they don't like give you any like what do we call that? Give you any like disciplinary action. So they just call you and remind you that not to do it next time. So I don't feel like pressure. Isn't it a bad thing? What bad thing? What bad thing? That they don't discipline?

It's not really a great, like, it's not really a big mistake. It's just like work mistake. So there's just some lapses. And so they just called you and remind you not to do that again. So I guess that's what family is, like shaping your character and learning from those mistakes and not doing it again. So how does it affect the business possibly? So if I'm the agent and I made the mistake and so the client called and then said, I mean, some reminders or tell me some reminders, I guess the agent would like perform their best next time. So I guess that will help the client a lot.

Having that sense of family instead. I really like Alpha Taxis by the way. Shout out to Alpha Taxi. So can you share an instance where the family atmosphere here at PacBiz, yeah, I already mentioned this, positively impacted a project or a task right so that's what I've said earlier I'm really not feel pressured when when I'm working even though I'm struggling and it's just very difficult for me I'm like very very busy with my mother and i'm like all my attention are into her and so i also got work and when when i when i come when i come to work work I just just I'm just chilling I'm just chilling I love that yes because I

like I like with you and I like my client so thank you yeah yeah even though you're chilling but you do your job effectively right by having that sense of because because there are some cases that when you come to work and then you have problems, problems will invade your mind. I don't know if it's the right term. Yeah, I do agree. mind i don't know if if it's the right term but yeah so it will be i mean it will affect it will affect your productivity so i'm just happy that i'm that i'm doing great i mean i can't see that i can't say that i'm doing great because i'm not a client but I can feel it. I'm doing great with my work.

You're doing great otherwise you won't be awarded. Thank you by the way for nominating me TL Bryan. So yeah since you mentioned about nomination, why were you nominated? I don't know I asked the same thing. Why am you nominated? I don't know, I asked the same thing. Why am I nominated? TL Bryan, this is, you know, thank you for nominating me. Now I have to do this interview that I'm not really good at. But yes, I'm really proud of how my TL handles his team.

So I'm really proud of TL Bryant. I just wanted to say thank you to him a lot. And of course, to the management, Sir Jake, and to the management, very, very kind and compassionate. Yeah, actually, your TL mentioned here that he nominated you because you have a very strong emotions that can handle difficult personal problems without compromising your job.

Could you expand on that? Great. I was shocked. I was shocked when TL said that. Thank you. Thank you, TL, for saying that in me. Yeah. No, it's because there's a good leadership. I am not feeling this way if it's not because of the management and my team. They're just very understanding.

And my team, they're just very understanding and they're very kind. So I owe them a lot. Yeah, he said you don't want to be absent or late. And then doesn't want her teammates to be affected by her personal concerns and so that's what he said. Right because TL, I know TL is so busy and we only got like a few agents with Alpha Taxis so I really don't want to let the client down, let my TL down. So I'm doing my best to perform. I'm just happy. I'm just happy that I'm with the right, I'm with the right, I'm in the right company and the right team. Yeah, the right family. Yes, right family. So yeah, he's grateful that we have this kind of agent who always thinks of everyone's feelings, even though she is hurting. I can cry. I can cry, but I'm not crying.

Yes, I am hurting because my... No, I don't want to say this on camera. You don't have to say that. You don't have to say it. But I like this kind of camaraderie with Pappies. I don't know I like it to the point that I don't want I'm not thinking of like transferring to another company because I just like what this is. And you've been with the company for how many five years right? Yes for five years. Of course I like it here. I don't know I still don't know what to talk so. Just just make it easy for me okay? You're doing great. You're actually doing great, Terry. I'm very amazed by how you

handle difficult emotions. Because I know it's going to affect the family, right? Right. It also affects my productivity if I'm like down on my my productivity if I'm like if I'm like

down on my own emotions and it also affects my teammates so I don't like showing them I am I am down I mean I struggle I cry on my own I talk to my friends and I feel refreshed. So your friends here are takbils, you mean? Friends in general. So my best friend that I call every time when I'm down. And then after talking to some of my friends, they're not judging me by the way, they're not judging me that's why I can talk freely. So yeah, that just helps me a lot in my work.

That's good to know. I did ask about your friends because I heard about you, how you became like a family member to our colleague, Philly. Right? You've been... Yes. Can you tell me more about it? So, no. I don't want to talk if she's not here. Yeah, because what I heard is like you... But she would be very proud when I see, when she sees me here, but pissed off that I don't know how to talk. I think you have this sense of family in you and that's why you were also nominated. When we discussed about it, I did remember that you literally became a family member

of film. Yes, I feel like I'm a hero. I'm a hero myself. Yeah, why do you feel like a hero? So I'm the only one working in our family and so my parents, why am I sharing this? So my parents are not working so I'm the only one working not working so I'm the only one working and I want to make sure that they're provided for everything I want to make sure that they're they're okay so I'm always like checking on them calling them to make sure that everything

everything is fine so yeah I feel like I'm a hero because it's just it's just for me I'm a hero you are I am I am like prioritizing I mean I'm not I'm also But my priority is my family. My priority right now is my mother. Yes, my family back there. And also where I'm residing right now with Atifield's family and then family in Bakoong so I'm I'm always making sure that everything is all fine with like each of them so yeah I'm doing I'm doing my best to um to be the best child no i'm doing my best to to be a good person no not to be called as a good person um i just want to make sure that

i just want to make sure that... I just want to make sure that... How do you call that? I want to be there for them. To each of them. To my family. To my family and to everyone closest to me. So, yeah. family and to everyone closest to me so yeah i'm i'm happy that pacbe is like has one of the of

the core values which is family so and that's your personal value right family yes wow no wonder you were awarded so how do you how do you uh translate that to to the team or how do you embody that here? I guess I can't force them but I can show them that I am like this, even though I'm struggling a lot, but I still showed up and I can still make a smile on my face. I can still do my own stuff. Yeah I guess just being a model. No, I don't want to be called myself a model. A hero. Yes. You're a hero.

Yes, that's it. And a model, right? You were saying being your own model to your colleagues they actually they're not like I'm not really expressive to my teammates I'm just expressive to my friends like my closest friends because I know they're not they're not judging me but back base yes of course this is still my safe place. My safe place, that's why... Why do you feel safe? Yeah, I feel safe because I'm not pressured.

I don't feel pressure. I mean, I feel pressure, but it's on my own self. I'm the one pressuring myself to to achieve a certain goal so yeah not no one is pressuring me my tl is just so so cool so thank you tl brian yeah you can be i think you mentioned you can be who you want yes you can be who you want and you can express who you are. Like with Bacbis, we came from a different... Everyone came from different backgrounds and they were raised from different families. So, yes. I feel like we just need to understand each other and be compassionate with each other. Why do you feel that?

Why do I feel that? Oh why do I feel that? I don't know maybe yes I feel that way because I mean we're family so everyone should be no I'm not I'm not saying should be, everyone is shaped within the family, so within this company. I feel like if you have more understanding of where you came from, of where someone came from, I feel like there's peace. I guess it's a broad topic, but yes, I just want like peace. So there's no like, what do we call cheese meats? So if there is compassion and understanding to each and everyone, we can't, it's not really fair to judge to judge someone coming from a different background for me it's not really fair to judge someone to make a quick judgment

based on what you see without really knowing what's I mean where she came from or where he came from so yeah I feel that way because I want I want everyone to be like in a family so it should be like close close-knit like no one is getting behind so sorry am I making sense? yeah you're doing great after so as we wrap up could you share one piece of advice for listeners on fostering a sense of family in their workplace? if i can give if i can give an advice i'm not really good in giving advice but i just want i mean i am grateful for every little things I am receiving it may be may it be like good health or it's just like progress with where we are right now um I'm just really grateful to everyone and to the smallest or to the littlest thing I have received. So I guess that just helped me a lot to survive in difficult situations.

So I'm not whining, I'm not complaining even though it's difficult. So I'm just grateful for everything. And just be kind to everyone because you don't know what everyone is going through. Don't just like judge, don't make a quick judgment to everyone because you don't know where they're coming from. And I guess that's pretty much it. Wonderful. Yeah, those are wonderful you shared. So thank you, thank you for such a wonderful and inspiring conversation with you, Terry, and I got to know you a bit more since she is an introvert person. And yes, that's why I don't like cameras.

But she gave us a lot of insights from this chat. So thank you so much. Thanks for having me. I hope you enjoyed the show. I'm nervous but I actually enjoyed it. Say hi to TL Brian. Hi TL Brian. You know, you know, I'm very thankful. In every way.