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FINANCE_Interview Transcript

The interview with Diane Mendoza, a 23-year-old finance employee, discusses the importance of her department in handling payments for the Safety Culture app and emphasizes the need for transparency and sensitivity in customer service. She highlights the organization's supportive leadership style that encourages employee growth and collaboration, while also noting challenges related to time zone differences with international clients. Mendoza expresses optimism for the company's future growth and the continuation of employee engagement activities.

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2 views

FINANCE_Interview Transcript

The interview with Diane Mendoza, a 23-year-old finance employee, discusses the importance of her department in handling payments for the Safety Culture app and emphasizes the need for transparency and sensitivity in customer service. She highlights the organization's supportive leadership style that encourages employee growth and collaboration, while also noting challenges related to time zone differences with international clients. Mendoza expresses optimism for the company's future growth and the continuation of employee engagement activities.

Uploaded by

Vina
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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NTERVIEW TRANSCRIPT

Date: November 28, 2022


Time: 2:30PM-3:30PM
Location: 5th flr. Insular Life Bldg., Ayala Ave, cor Paseo de Roxas, Ave, Makati, Metro
Manila

I. Details about the Company and the Interviewee


● Names of interviewees: Diane Mendoza
● Interviewer: Michelle Eserjose
● Age: 23
● Department: Finance
● What is the role of your department in the organization?
Handle payments made within and for the Safety Culture app.
● How important do you think your department is to the company?
Very crucial and one of the hearts of the organization. Ensures payments.
II. Quality Management System Factors

A. Customer Focus

● How does your We want to be transparent when dealing with


department or your role money while being sensitive with your
in the organization customers when chasing up payments. Given
ensure quality service that it’s the pandemic, you can’t expect them
to its customers? to pay on time all the time. Also, know how to
say it in a way that it will be effective but not
too relax about it.

● How do you strive to Maintain transparency and sensitivity, but


achieve good customer also honesty. Inform when customers they
service? accidentally make double payments rather
than keeping them it the back burner.

● What are the possible I think safetyculture is growing for the past
areas in your few years, given that the movement is really
department that need fast, thus, I think speed and efficiency. We do
try to have more people on the team, at the
improvement in order
same time we need quality. We need to make
to ensure quality sure we have people with the same values
services to the but also are familiar with the product already.
customers?
B. Leadership

● What are the They’re never shy to let you explore the the
opportunities (e.g different roles and promotions if you’re up to
training, workshops) it. What comes with that is your performance.
You won’t have that opportunity to step up the
given to the employees
ladder if you don’t perform well. They
to allow better results, wouldn’t wait for you to apply for it, they’d
and cost-efficient rather ask if you would like this offer as long
management? as they see your potential and if you’re hitting
all the marks

● How is failure The reason we rarely see failures that would


addressed in your largely affect the company because people
organization? rarely stray away from making mistakes. One
of our values is teamwork, what they
○ Given that, is it
advocate with this is to not be shy of asking
possible for me questions. They promote making mistakes in
to ask if there’s the early phase of the job to be a learning
a specific phase. That’s how we foster growth and not
incident that scaring people to do things right at first try.
happened that
you
encountered
stress or failure
that your
department
encountered?

● Is the current For sure! Based on my experience, I was


leadership style used never micro-managed. I never felt like I had
by most department eyes on my back. I felt like I was free to do
what I need to do as long as I got the job
team leaders effective
done. I could ask questions if I needed, if I
in disseminating tasks make mistakes it’s fine as long as I
and improving understand what happened and how to move
collaboration and forward.
engagement?
C. Engagement of People

● Do you think your Yeah! In terms of being collaborative, it


organization/departmen doesn’t matter if you don't have past
t is collaborative or experiences, as long as you do the job and
get the check. They don’t really check what’s
competitive? Why?
your past experiences or the college you
How? Yes for sure. graduated from.

● Share with us an A month back in Sydney, they don’t just have


experience where meetings with the customer but they’re also
employee engagement invited to see the company itself. Face to face
interactions with those who use the app. It’s
is at its peak.
not just a campaign for the new phases of the
app, but more so “what doesn’t work for you”,
“what has been working for you that can be
applied to the company”, so those things. It’s
50-50 of employees and customers. We don’t
just make features because we want to, but
based on what the customer wants.

D. Process Approach
● What is the main goal or internal objectives within your department?
We have our quotas to meet. Aside from the sales side, we want to reach
our expected revenues, lessen our bad debts, and thirdly, we want to
settle or resolve any discrepancies in our payments.

E. Relationship Management
● How much do you feel the organization acknowledges your work and
involvement?
● What aspects of the organization need more improvement and
development to ensure quality management?
● What are the employee benefits that you like and would like to have?
● What are you most looking forward to in our company’s future?

● How much do you feel I’d give it an 8 over 10. I’ve been saying
the organization earlier that as long as you do your job, the
acknowledges your promotions will really just come to you. On
the flip side, let’s say an unforeseen event
work and involvement?
happens to you, it’ll show how the company is
very close knit and would take care of you.
So it’s not just about performance, it’s also
about keeping good relations with the team.

● What aspects of the Because it’s becoming a global thing, we


organization need more have three other offices in Sydney, US, and
improvement and Europe, it’s hard to have respect with each
other’s time zone. Most of our customers are
development to ensure
from Australia and we can’t always be
quality management? present for them in their timezone when being
in the Philippines. On the flip side, you get to
meet other people in other places, but it’s
hard to always be efficient with the time
difference with the customers and other
teammates.

● What are the employee Number one benefit is getting shipped. I was
benefits that you like given the chance of being shipped to Hawaii.
and would like to have? It’s an all-expense-paid trip. They have an
activity for just a week, but the food and stay
are paid for. If you perform well, they really
recognize and you get to be part of these
things. It’s a yearly thing, so everyone really
gets a chance. I think it also motivates you to
perform well to get chosen.

I would like them to continue all of these


perks and engagements. Every month has a
theme, like we had health and wellness once.
Last time, we had a spa day where we could
get a massage. It was just here, you just had
to sign up when you were free and then
they’d call you.

● What are you most The growth is coming. Even in March, we’re
looking forward to in going to be moving to SM Aura and the office
our company’s future? space is bigger and better in a lot of areas.
My hope for the company is for it to grow, but
also keep its quality care for its people.
Obviously they have to care for their money
also as a business, but I also really
appreciate its humanness of it. Making sure
everyone is fine and having activities for them
that when it’s posted people wonder how to
join. People are allowed to be themselves,
there’s no dress code.
Another reason we want to move to SM Aura
is so we can drink and bring in dogs in. It’s
just really people-centered,

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