Subject: Response to Notice to Explain – Alleged Call Avoidance Violation

Dear Ms. Bernardino / Human Resources,

Good day.

I am submitting this letter in response to the Notice to Explain regarding the alleged violation of Call Avoidance and related quality issues.

First and foremost, I sincerely apologize for any inconvenience or concern this may have caused. I understand the seriousness of the allegations and would like to provide context from my end.

Throughout my time with the company, I have always aimed to perform my duties with integrity and professionalism. I would like to clarify that there was no intention on my part to avoid calls, disconnect customers, or manipulate the system. If there were instances where the calls appeared to have excessive dead air, delays, or disconnections, these may have been due to technical latency, system loading issues, or momentary lags while navigating through multiple tools.

There were times when the page or order system took longer than usual to load, which may have caused prolonged silence as I continued working in the background. I understand now that even during these moments, I should have been more proactive in communicating and checking back with the customer to assure them that I was still present on the line.

As for the short and disconnected calls, I acknowledge that there may have been accidental drops or misclicks while managing multiple tabs and applications. These were not deliberate attempts to avoid assisting customers. In hindsight, I recognize that I should have immediately reconnected or escalated these incidents, and I take full accountability for not doing so.

Moving forward, I am committed to correcting these lapses and ensuring that they do not happen again. I am open to coaching, refresher training, or monitoring sessions to improve my call handling and ensure full compliance with company policies and customer service standards.

I truly value my role and the trust the company has placed in me. I hope this explanation and my willingness to improve will be taken into consideration as I continue to grow and contribute positively to the team.

Thank you for your time and understanding.

Respectfully yours,
Nathan Policarpio
Customer Service Representative
Bath & Body Works Account