COACHING

Session ID : 53579910 10/17/2024 11:17 - 11:47 Coach : Mitch Piliin ( TL ), 236584 Trigger: Performance Review Meeting Location : Coaching Week : Week 41Coachee : Richard Villegas ( Agent ), 102900946 Auto Close Date : 10/26/2024 19:59:59 LOBs: Transurban US - VOD Attention Needed | Close Loop Alert | Villegas, Richard As part of our Close Loop initiative, kindly prioritize coaching for the above agent due to opportunities observed while conducting BAU Audit. Account: 6794948 AWS: c7eecce3-8473-4b28-87ab-6665abdd6254 Transaction Date: 10/16 3:29 AM Audit ID: 22833837 QA Score: 85.71% • Acknowledging the Issue -Agent failed to provide acknowledgement and restatement * Acknowledgement/restatement should be given right after issue is provided • Value Add -Agent failed to provide future travel * know the diffent future educ (non ezpass)(Ezpass- 650100)(OOS-65006, 65015,65017) • Resolution -Lack of probing questions as customer already mentioned he received email about HOV and there is 1 trip under HELD status. sanction - DMS or QA/OM/SOM AWS

Disposition Heirarchy

1. Court
2. Collection
3. Ezpass
4. Invoice
5. Missed a toll

• General Attendance - 26.13% was absent due to hypertension and is sent to home by tera clinic 10/15/2024
• Absent (Prolonged SL) 10/11/2024
• Absent (Pending FTW) 10/10/2024
• Absent (Pending FTW) 10/9/2024
• Absent (Pending FTW) 10/8/2024
• Absent (Pending FTW) 10/7/2024
• Undertime (for fit to work) 10/4/2024
• Absent (NCNS) 10/3/2024
• Absent (Hypertension) Action Plan
• Ensure to follow doctors advise how to maintain low blood pressure *** Valid medical certificate Next coaching - 10/24/24 +++++++++++++++++++++++++++++++++++++++++++++++++