Meeting Title: ABC | Biz KPI Review Date: 2025-06-24 Meeting participants: Yvetteruiz, Amber Lin
WEBVTT
1 00:00:12.090 ⇒ 00:00:12.810 YvetteRuiz: Hmm.
2 00:03:16.770 ⇒ 00:03:17.810 Amber Lin: Hi Yvette.
3 00:03:18.540 ⇒ 00:03:19.630 YvetteRuiz: Hi!
4 00:03:20.320 ⇒ 00:03:21.595 YvetteRuiz: Congratulations!
5 00:03:22.870 ⇒ 00:03:24.060 YvetteRuiz: No, not yet. I haven’t.
6 00:03:24.060 ⇒ 00:03:26.580 YvetteRuiz: No, really had it. She went in and.
7 00:03:26.580 ⇒ 00:03:27.580 Amber Lin: No.
8 00:03:27.580 ⇒ 00:03:39.610 YvetteRuiz: Pre labor, but they send her back home because they said that her contractions were still kind of a little bit far apart. And she still had some time. So yeah, we’re waiting.
9 00:03:39.610 ⇒ 00:03:40.570 Amber Lin: Oh dear!
10 00:03:40.570 ⇒ 00:03:45.390 YvetteRuiz: Again. So yeah, she she texted me earlier, saying that her her pains are getting
11 00:03:45.650 ⇒ 00:03:52.811 YvetteRuiz: stronger. I just told her. Keep a keep. Keep it. Keep timing them, and then we’ll see so hopefully any day. Now.
12 00:03:53.110 ⇒ 00:03:55.670 Amber Lin: I see it’s tough, like.
13 00:03:55.670 ⇒ 00:03:55.940 YvetteRuiz: Yeah.
14 00:03:56.210 ⇒ 00:04:02.360 Amber Lin: I think this stage is very, very painful, because you never you never know what will happen.
15 00:04:02.870 ⇒ 00:04:20.295 YvetteRuiz: Yeah, I just told her she needs to stop stressing and worrying. I mean, I know it’s so uncomfortable towards your the end of the pregnancy, and she’s a little bitty thing. So I know that it’s a lot, you know. There’s a lot of pressure in the back and everything. So I said. Don’t stress. Just let it come naturally, and you’ll be fine.
16 00:04:20.560 ⇒ 00:04:21.570 Amber Lin: Okay.
17 00:04:22.193 ⇒ 00:04:24.035 YvetteRuiz: How are you?
18 00:04:24.650 ⇒ 00:04:36.060 Amber Lin: I’m good I worked a lot on the ABC stuff yesterday, so I feel like I I have. I’m on track of becoming a good Csr.
19 00:04:36.060 ⇒ 00:04:56.716 YvetteRuiz: I know I was like super impressed. Yesterday I was watching the video on the inspector route. I’m like, Wow, I was like, super impressed like, you know your understanding of it, and then kind of how you combine the the sheet with the service by areas. And then the inspector sheet. I was. So yeah, I was like, Wow, go amber.
20 00:04:58.330 ⇒ 00:05:08.540 Amber Lin: I think it’ll be a lot easier for the bot to understand and for someone new to just okay. The box is checked. You don’t have to understand what’s written is just okay. It’s there.
21 00:05:11.576 ⇒ 00:05:25.040 Amber Lin: and I think for today on my mind, I want to talk about the Central Doc rollout, and then the inspector sheet anything that was on your mind that you want to discuss. Also.
22 00:05:25.870 ⇒ 00:05:29.589 YvetteRuiz: So I just I wanna kind of just make sure that
23 00:05:29.750 ⇒ 00:05:59.539 YvetteRuiz: I understand 100% with where we’re at with the Central Doc. I saw all the information. I’ll finalize everything today. But I just wanna make sure that I’m crystal clear on that part of it. And then the the creating the Google, the Google group. I’m sorry the group for the central Doc. Thank you for sending me that information. So then that way, I think that’s gonna be the best option you know as you mentioned. So thank you for sending me that information.
24 00:05:59.894 ⇒ 00:06:02.566 YvetteRuiz: And then any updates on the Kpi side.
25 00:06:03.340 ⇒ 00:06:04.964 Amber Lin: Those are my 3 topics.
26 00:06:05.290 ⇒ 00:06:06.390 Amber Lin: See? Okay?
27 00:06:07.108 ⇒ 00:06:09.749 Amber Lin: Wait. It’s a central dock.
28 00:06:09.890 ⇒ 00:06:12.710 Amber Lin: the Google group. And then the Kpis.
29 00:06:14.088 ⇒ 00:06:16.580 YvetteRuiz: Center, Doc, the inspector sheet.
30 00:06:16.580 ⇒ 00:06:17.190 Amber Lin: Oh, okay.
31 00:06:17.190 ⇒ 00:06:18.769 YvetteRuiz: But yeah, okay.
32 00:06:18.770 ⇒ 00:06:19.299 Amber Lin: Sounds good.
33 00:06:19.743 ⇒ 00:06:20.186 YvetteRuiz: Kpis.
34 00:06:20.630 ⇒ 00:06:26.320 Amber Lin: Yeah, let me show you real quick what the central doc looks like right now.
35 00:06:28.250 ⇒ 00:06:51.569 Amber Lin: So this has everything that we had in the pest drive. So we still want to make a lot of improvements. But this wouldn’t be too different from what the Csr is usually seeing, and they when they enter in this document. They have this table contents up here that they can go into under different areas to go click into them
36 00:06:52.430 ⇒ 00:06:53.190 Amber Lin: or.
37 00:06:53.190 ⇒ 00:06:53.510 YvetteRuiz: Okay.
38 00:06:53.510 ⇒ 00:07:02.659 Amber Lin: They can go search and they can search route route check, and it’ll take them down here.
39 00:07:04.210 ⇒ 00:07:05.410 Amber Lin: Where is it?
40 00:07:09.753 ⇒ 00:07:10.939 Amber Lin: Let’s see.
41 00:07:11.500 ⇒ 00:07:13.740 Amber Lin: So it will be over here.
42 00:07:15.860 ⇒ 00:07:21.590 Amber Lin: And so that’s the 2 ways that people can navigate this document.
43 00:07:22.790 ⇒ 00:07:28.689 Amber Lin: And yesterday I was working with Shannon and Janice on the billing part.
44 00:07:29.422 ⇒ 00:07:33.930 Amber Lin: Cause they brought it up. I think there are some new sops getting created
45 00:07:34.130 ⇒ 00:07:42.879 Amber Lin: for billing, and I was. I was asking them, because these were originally slides, and we didn’t really have any written out
46 00:07:43.040 ⇒ 00:07:54.919 Amber Lin: instructions other than how to apply credit credits or payments. And a lot of these are combinations of definitions and short procedures. So this is something that
47 00:07:55.580 ⇒ 00:08:09.440 Amber Lin: I wanted to do, because I know that this affects revenue. And another section that I want to target is cancellations, and escalation falls. So that would be.
48 00:08:09.630 ⇒ 00:08:24.098 YvetteRuiz: Yeah, because the billing piece is I. I prompted that yesterday because I was looking for some data in here again, and due to some complaints and people with some confusion. So when I came over here, I’m just like, Okay, where is all this?
49 00:08:25.510 ⇒ 00:08:37.839 Amber Lin: it’s not, it’s not really in there. It’s very brief and honestly, I was very, I cause I am a good measure for any new or confused Csr like, I just like I don’t understand what he’s talking about.
50 00:08:37.840 ⇒ 00:08:38.600 YvetteRuiz: Oh, yeah.
51 00:08:38.600 ⇒ 00:08:48.559 Amber Lin: And I don’t have. I don’t think Csrs have Janice and Shannon, the 2 most knowledgeable people sitting next to them, explaining every single thing to them, so they must be so confused.
52 00:08:50.030 ⇒ 00:08:51.270 Amber Lin: Yeah, so.
53 00:08:51.270 ⇒ 00:08:55.150 YvetteRuiz: Yeah. So we talked about cancellations, you and IA couple of weeks ago. Yeah.
54 00:08:55.150 ⇒ 00:08:58.659 YvetteRuiz: we talked about getting rid of more of doing more of a script.
55 00:08:59.030 ⇒ 00:09:07.399 Amber Lin: Yeah, I think I want to. The next session. I work with them. I want to work on cancellations.
56 00:09:08.470 ⇒ 00:09:18.220 YvetteRuiz: I’m gonna share with you what I put together for our our mechanical people. And because this is what I want to see.
57 00:09:18.220 ⇒ 00:09:18.550 Amber Lin: Okay.
58 00:09:19.710 ⇒ 00:09:23.690 YvetteRuiz: More of cause. This has really helped them.
59 00:09:25.920 ⇒ 00:09:28.460 Amber Lin: Are you gonna share in the Zoom, chat, or.
60 00:09:28.460 ⇒ 00:09:31.194 YvetteRuiz: Yeah, hang on just one second. I was trying to find that. Hang on
61 00:09:35.070 ⇒ 00:09:36.080 YvetteRuiz: oops.
62 00:09:47.620 ⇒ 00:09:49.525 YvetteRuiz: Where is that?
63 00:09:57.725 ⇒ 00:09:58.880 YvetteRuiz: Hmm!
64 00:09:59.750 ⇒ 00:10:00.923 YvetteRuiz: Oh, gosh!
65 00:10:02.460 ⇒ 00:10:04.556 YvetteRuiz: Go to my folder.
66 00:10:05.660 ⇒ 00:10:08.480 YvetteRuiz: No, go to your bet folder.
67 00:10:09.950 ⇒ 00:10:11.988 YvetteRuiz: and then I’ll share with you amber.
68 00:10:16.260 ⇒ 00:10:17.010 YvetteRuiz: Oops.
69 00:10:22.340 ⇒ 00:10:24.600 YvetteRuiz: Sorry my system is.
70 00:10:25.340 ⇒ 00:10:26.450 YvetteRuiz: Oh.
71 00:10:48.610 ⇒ 00:10:50.180 YvetteRuiz: yeah, it’s not
72 00:10:59.270 ⇒ 00:11:03.830 YvetteRuiz: okay. How do I share this in there, I guess.
73 00:11:04.180 ⇒ 00:11:15.970 YvetteRuiz: Just hang on, go into chat, and then new style. Here we go.
74 00:11:22.760 ⇒ 00:11:25.639 Amber Lin: Is it in our zoom chat, or in our Google chat?
75 00:11:27.350 ⇒ 00:11:31.630 YvetteRuiz: I think it’s this one, if I’m not mistaken. Can you see it in the chat? There.
76 00:11:33.470 ⇒ 00:11:35.419 YvetteRuiz: And I’m sorry the zoom chat this one.
77 00:11:35.420 ⇒ 00:11:43.519 Amber Lin: I think the Zoom chat. You might have sent it to the Reading reading AI meeting notes that happened to me last time.
78 00:11:43.970 ⇒ 00:11:48.020 YvetteRuiz: Okay, let me go to our the Google Chat.
79 00:11:48.020 ⇒ 00:11:48.630 Amber Lin: Hmm.
80 00:11:49.180 ⇒ 00:11:51.076 YvetteRuiz: Maybe that one’s better.
81 00:12:03.310 ⇒ 00:12:04.320 YvetteRuiz: Alright!
82 00:12:05.550 ⇒ 00:12:08.039 YvetteRuiz: See if you got that one amber.
83 00:12:08.040 ⇒ 00:12:08.680 Amber Lin: Hmm.
84 00:12:09.610 ⇒ 00:12:10.190 YvetteRuiz: Oops, no.
85 00:12:10.680 ⇒ 00:12:11.170 Amber Lin: I.
86 00:12:11.170 ⇒ 00:12:12.867 YvetteRuiz: It’ll help if I click, send.
87 00:12:21.260 ⇒ 00:12:24.640 YvetteRuiz: Did you get it on the on the Google Chat?
88 00:12:24.640 ⇒ 00:12:26.180 Amber Lin: Oh, let me go check that.
89 00:12:26.690 ⇒ 00:12:28.630 Amber Lin: Yeah, I see it.
90 00:12:31.050 ⇒ 00:12:31.550 YvetteRuiz: So.
91 00:12:31.550 ⇒ 00:12:32.970 Amber Lin: Oh!
92 00:12:37.080 ⇒ 00:12:45.270 YvetteRuiz: So this is going over just an an app service, you know. Just kind of giving some bullet points. And I mean, I don’t know. I mean.
93 00:12:52.630 ⇒ 00:12:56.789 YvetteRuiz: I think we can clean this up and kind of use the same format.
94 00:13:00.020 ⇒ 00:13:17.709 YvetteRuiz: Cause. This is kind of went through, you know. The program for an app maintenance service. So if I have an app maintenance services that takes care of my A/C unit. These are all the things that the customer calls and cancels. What are some of the things that I want to express to them prior to them, cancelling.
95 00:13:17.710 ⇒ 00:13:20.760 Amber Lin: Oh, I see, I see.
96 00:13:21.010 ⇒ 00:13:24.289 Amber Lin: Let me go look at the central talk.
97 00:13:25.620 ⇒ 00:13:33.080 Amber Lin: So for cancellations.
98 00:13:43.100 ⇒ 00:13:47.779 Amber Lin: And yeah, right now it’s different.
99 00:13:47.940 ⇒ 00:13:49.910 YvetteRuiz: Scenarios.
100 00:13:51.440 ⇒ 00:13:52.140 Amber Lin: And
101 00:13:52.510 ⇒ 00:14:03.700 Amber Lin: how to handle different scenarios. I think it’s good that we have different scenario breakdowns, I think, for each one. We’ll just flush them out, to have a
102 00:14:04.277 ⇒ 00:14:08.209 Amber Lin: to have scripts instead of having like core values under each.
103 00:14:09.090 ⇒ 00:14:09.640 YvetteRuiz: Hmm.
104 00:14:10.120 ⇒ 00:14:11.010 Amber Lin: Okay.
105 00:14:11.130 ⇒ 00:14:14.190 Amber Lin: Okay, we’re not that. We’re not too far away.
106 00:14:15.390 ⇒ 00:14:29.700 YvetteRuiz: Yeah, I mean, I’m sure that we can even clean up the sheet that I gave you here. But this this sheet, this sheet right here that we worked on. It was they we were able to help this, these Csr’s better, and our retention rate was much
107 00:14:29.730 ⇒ 00:14:51.376 YvetteRuiz: more significant when they were able to get bullet points on like the benefits. Right? Like, okay, what if they call and cancel this like? What are some of the safe tactics, you know. What are some of the values and stuff like that? So kinda at we, we broke them up at the top of the page, you know, letting them know what are some of the the key? The key things that we want to express to the customer.
108 00:14:53.950 ⇒ 00:14:56.640 YvetteRuiz: And then, and you know, yeah, so.
109 00:14:56.640 ⇒ 00:14:58.529 Amber Lin: Yeah, I’ll keep that in mind. I’ll bring it up
110 00:14:59.240 ⇒ 00:15:18.790 Amber Lin: in my Wednesday session, and also a quick update before we move on on Monday. What I did with Janice and Shannon is finish up going through all the feedback, and a task that we said we would complete is that after we
111 00:15:18.900 ⇒ 00:15:26.391 Amber Lin: clean this up. We have some parts about internal procedures and some parts about service information.
112 00:15:27.000 ⇒ 00:15:41.840 Amber Lin: I think we agreed to get these updated because these like service information is pretty easy to update. It’s just okay. We service for do we Service providers, if yes, just added to the central dock. So I asked them if they could
113 00:15:42.080 ⇒ 00:15:49.039 Amber Lin: complete these basic service service information updates. I think these are pretty easy wins to have.
114 00:15:49.250 ⇒ 00:15:50.030 YvetteRuiz: Okay.
115 00:15:50.030 ⇒ 00:16:02.420 Amber Lin: Yeah. And then the procedures might take some time, because it’s okay. It’s like, Step 1, 2, 3, 4, like, how do I do this that will take some more time, but these are easy ones that I asked them to do. So. That’s.
116 00:16:02.420 ⇒ 00:16:05.150 YvetteRuiz: Okay? And those are that’s based off all the feedback. Right?
117 00:16:05.372 ⇒ 00:16:06.039 Amber Lin: Yeah, that’s all.
118 00:16:06.040 ⇒ 00:16:07.470 YvetteRuiz: Oh, my God! Awesome.
119 00:16:09.390 ⇒ 00:16:14.329 Amber Lin: And any other questions on the central dock.
120 00:16:14.870 ⇒ 00:16:15.250 YvetteRuiz: No.
121 00:16:15.250 ⇒ 00:16:25.010 Amber Lin: A easy one would be. Maybe you try to search for something and then see how difficult or easy the experience was.
122 00:16:25.510 ⇒ 00:16:51.160 YvetteRuiz: Yeah, I was. I was working with that last night. That’s I was like I was re looking at all the billing stuff because we had just had that conversation last week regarding just all the stuff that we’re having problems with with the bundling. I think I shared that with you. And then the button and the billing stuff. So I was looking, and it’s easy to go in there and find I mean the search button all that, but it’s just the information that’s there is not helpful. That’s what we gotta work on cleaning up.
123 00:16:51.420 ⇒ 00:16:55.700 Amber Lin: Okay, okay, sounds good. It’s good to hear. That’s easy to navigate. Yeah.
124 00:16:55.700 ⇒ 00:17:03.760 YvetteRuiz: No, the navigation all that. That’s that’s excellent. But again, it’s just we’ve got to clean this stuff up. That’s a little bit more easier.
125 00:17:03.760 ⇒ 00:17:05.619 Amber Lin: Yeah, I see.
126 00:17:05.619 ⇒ 00:17:21.709 Amber Lin: So by this week I think I’ll aim to clean up cancellations, and then I guess next one we’ll meet again, maybe Monday, and then we can decide on what’s the next most impactful section to be updated.
127 00:17:26.020 ⇒ 00:17:26.730 YvetteRuiz: Okay.
128 00:17:26.730 ⇒ 00:17:31.730 Amber Lin: Yeah, let’s see.
129 00:17:32.190 ⇒ 00:17:37.030 Amber Lin: And then to quickly go over this
130 00:17:37.220 ⇒ 00:17:40.699 Amber Lin: this spreadsheet. So this is a
131 00:17:41.260 ⇒ 00:17:48.370 Amber Lin: I guess I’ll start with question, because I know the video did a pretty good Walkthrough, I guess any questions you have on this.
132 00:17:49.310 ⇒ 00:17:53.379 YvetteRuiz: No, I wanted just to. Can you go back to the sheet that you created? Amber.
133 00:17:53.380 ⇒ 00:17:54.279 Amber Lin: Of course.
134 00:17:55.670 ⇒ 00:18:14.370 YvetteRuiz: The is okay. This is the master one that you’re working off right? So I just wanna make sure that I understand. So what you did is you took the service by areas right? Like all the zip codes, all the service areas, and then the divisions you have at the top, and then you’re extracting
135 00:18:16.140 ⇒ 00:18:20.680 YvetteRuiz: the inspector from the inspector sheet. Is that what I’m understanding.
136 00:18:20.680 ⇒ 00:18:21.580 Amber Lin: Yes.
137 00:18:21.580 ⇒ 00:18:22.240 YvetteRuiz: Okay.
138 00:18:23.770 ⇒ 00:18:40.960 YvetteRuiz: yeah, so okay, so you’re going, okay. So up at the top that just goes division, like, what do we do like we do, pest. But then we do have to get a little bit more granular, as you’re doing right there like Wdi drywood fumigation, bedbug mosquitoes. So yeah.
139 00:18:41.550 ⇒ 00:18:42.630 YvetteRuiz: dive in. Okay.
140 00:18:43.810 ⇒ 00:18:47.149 Amber Lin: And these are all residential, because I noticed we have like.
141 00:18:47.150 ⇒ 00:18:47.480 YvetteRuiz: Come on
142 00:18:47.480 ⇒ 00:18:56.599 YvetteRuiz: and residential. So I think that’s important. And it’s better that it’s also nice that we can put. Okay, this is licensed. Only
143 00:18:56.750 ⇒ 00:18:57.210 YvetteRuiz: it’s.
144 00:18:57.210 ⇒ 00:19:07.020 Amber Lin: Easy to navigate. I’ll probably lock. Freeze the top few columns rows so that.
145 00:19:07.520 ⇒ 00:19:14.389 YvetteRuiz: Yeah, and then go to where you have like, under lawn like the tree. Do you have tree in there?
146 00:19:15.524 ⇒ 00:19:17.549 Amber Lin: Yes! So after.
147 00:19:17.550 ⇒ 00:19:18.330 YvetteRuiz: Okay. Erica.
148 00:19:18.330 ⇒ 00:19:25.399 Amber Lin: To Lon. I I wanted also to convert, confirm with you, or either Janice and Shannon on what these things shouldn’t.
149 00:19:25.400 ⇒ 00:19:35.135 YvetteRuiz: Yeah, you can work with Janice and Shannon on the pest side. Every everything else. They have no control over. That would be me and the other division. The other managers.
150 00:19:35.440 ⇒ 00:19:35.920 YvetteRuiz: I see.
151 00:19:35.920 ⇒ 00:19:44.669 YvetteRuiz: So when you’re ready to jump over here, let’s you and I work through these, and I’ll call in the ex, the other person that needs to be in here with when we’re putting this stuff together
152 00:19:45.015 ⇒ 00:19:48.469 YvetteRuiz: yeah, I have all of this based on the information.
153 00:19:49.550 ⇒ 00:19:50.680 Amber Lin: And find.
154 00:19:50.680 ⇒ 00:19:51.050 YvetteRuiz: Yeah.
155 00:19:51.494 ⇒ 00:20:01.269 Amber Lin: Say for tree like for tree, probably have to break it down more, and then, like mechanical, I probably have to add.
156 00:20:01.270 ⇒ 00:20:05.520 YvetteRuiz: Have to type mechanical in, because I don’t even know mechanical is using this sheet. So I gotta make sure.
157 00:20:05.520 ⇒ 00:20:06.499 Amber Lin: And we have their most.
158 00:20:06.500 ⇒ 00:20:08.089 YvetteRuiz: Up to date sheet. That’s why.
159 00:20:08.600 ⇒ 00:20:13.006 YvetteRuiz: And it’s like lawn I’m very familiar with, so that one I feel good with
160 00:20:13.700 ⇒ 00:20:17.780 YvetteRuiz: Home improvement, and then mechanical, is really my concern.
161 00:20:17.810 ⇒ 00:20:23.020 Amber Lin: Yeah, is there also? Commercial versus residential for home improvement, and Mcaf.
162 00:20:23.020 ⇒ 00:20:23.725 YvetteRuiz: Yes.
163 00:20:24.430 ⇒ 00:20:30.350 Amber Lin: I see. Okay? So I will also make those residential versus commercial columns.
164 00:20:33.320 ⇒ 00:20:45.750 Amber Lin: Yeah, okay, I only did a test. So I only have caller station stuff, but I will add the other ones in there and then, this way, probably don’t need to have separate sheets
165 00:20:45.880 ⇒ 00:20:50.449 Amber Lin: like someone can just use this sheet, and then find out where everything is.
166 00:20:52.480 ⇒ 00:20:54.650 YvetteRuiz: I’m gonna spend some time looking
167 00:20:55.000 ⇒ 00:20:58.450 YvetteRuiz: at this sheet as well, too. Do I have access to this sheet right now?
168 00:20:58.450 ⇒ 00:21:04.699 Amber Lin: Yeah, this is the one that the feedback is in as well. It’s just a little bit later.
169 00:21:04.700 ⇒ 00:21:05.410 YvetteRuiz: No.
170 00:21:05.700 ⇒ 00:21:06.270 Amber Lin: Yeah.
171 00:21:06.470 ⇒ 00:21:08.379 YvetteRuiz: You shared that. I’m sorry. Yes, you did.
172 00:21:08.380 ⇒ 00:21:08.990 Amber Lin: Yeah.
173 00:21:08.990 ⇒ 00:21:12.440 YvetteRuiz: Okay. Okay, sorry I misunderstood. I didn’t hear you.
174 00:21:12.440 ⇒ 00:21:21.410 Amber Lin: I will also send this to you. It’s where all our spreadsheets are, so we keep it in one place, so we don’t lose it.
175 00:21:21.410 ⇒ 00:21:23.029 YvetteRuiz: Okay, yeah, I’ll just to go with it.
176 00:21:23.030 ⇒ 00:21:26.110 Amber Lin: I sent you this link.
177 00:21:27.960 ⇒ 00:21:28.726 YvetteRuiz: Got it.
178 00:21:29.440 ⇒ 00:21:32.760 Amber Lin: Yeah, ideally. I’ll I’ll want to add
179 00:21:32.950 ⇒ 00:21:35.519 Amber Lin: that one as soon as possible.
180 00:21:36.288 ⇒ 00:21:55.299 Amber Lin: So we do get benefits for the inspector sheets. I think as a 1st stop, I’m gonna ask my team to incorporate whatever we have on this sheet, and if there’s any adjustments, or if there’s new sheets, I can go add that. Do you know which one?
181 00:21:55.490 ⇒ 00:21:59.289 Amber Lin: Are you sure that they’re updated, or which ones you’re kind of.
182 00:21:59.614 ⇒ 00:22:04.150 YvetteRuiz: So pretty much. With the exception of mechanical, everything else should be updated. Amber.
183 00:22:04.290 ⇒ 00:22:08.089 Amber Lin: Okay, then that’s great. So I can confidently ask my team to do that.
184 00:22:08.090 ⇒ 00:22:13.779 YvetteRuiz: So like, even like down like the core, this sheets are really gonna help. Because you know how we have like Corpus, we.
185 00:22:13.780 ⇒ 00:22:14.260 Amber Lin: You know.
186 00:22:14.260 ⇒ 00:22:18.700 YvetteRuiz: I think this master sheet is really gonna clean up a whole lot. I got super excited when I saw this sheet.
187 00:22:18.700 ⇒ 00:22:19.790 Amber Lin: Yay awesome.
188 00:22:20.176 ⇒ 00:22:22.110 YvetteRuiz: Cause. It ties everything together.
189 00:22:22.110 ⇒ 00:22:25.125 Amber Lin: Yeah. Yeah. Cause I don’t have to go. Okay.
190 00:22:25.460 ⇒ 00:22:26.260 YvetteRuiz: It’s a commercial.
191 00:22:26.760 ⇒ 00:22:29.450 Amber Lin: Where is come in commercial?
192 00:22:30.140 ⇒ 00:22:32.039 Amber Lin: Yeah. So that will be helpful.
193 00:22:32.040 ⇒ 00:22:32.440 YvetteRuiz: Yep.
194 00:22:32.440 ⇒ 00:22:41.409 Amber Lin: Perfect I just wanted to go by you before I asked the team to do anything, because maybe you wanted something different. So I’m happy to hear that.
195 00:22:42.163 ⇒ 00:22:47.000 Amber Lin: So we covered this. We covered the sheet. What.
196 00:22:47.110 ⇒ 00:22:49.120 YvetteRuiz: Sorry? What else?
197 00:22:49.705 ⇒ 00:22:50.290 YvetteRuiz: Kpis.
198 00:22:50.290 ⇒ 00:22:52.569 Amber Lin: Oh, yes, the Kpis.
199 00:22:53.810 ⇒ 00:23:05.709 Amber Lin: our engineer is currently setting up the pipeline to get data from 8 by 8. But let’s let’s look at this
200 00:23:07.600 ⇒ 00:23:09.259 Amber Lin: Oh, where is it?
201 00:23:09.970 ⇒ 00:23:10.940 Amber Lin: Here.
202 00:23:15.740 ⇒ 00:23:17.740 Amber Lin: let’s look at this.
203 00:23:18.928 ⇒ 00:23:21.120 Amber Lin: So the last 4
204 00:23:21.430 ⇒ 00:23:29.969 Amber Lin: oh, you know. Remember, last time we checked it was closer. It was 1, 93. I do think we have an increase in usage.
205 00:23:30.660 ⇒ 00:23:45.569 YvetteRuiz: Yeah, I was looking at the last week’s numbers. And I was, gonna I’ll I’ll email you, too, because I was gonna email the group, but it looks like we’ve had an increase. And it looks like that. There’s 2 that are on here that are overflow agents, that
206 00:23:46.110 ⇒ 00:23:56.169 YvetteRuiz: high users, which was great. And then we have Cameron, who’s in the department? Who’s the the leader of the pack? But there’s 3 3 overflow people that are at the highest. So.
207 00:23:56.170 ⇒ 00:24:04.320 Amber Lin: Yeah, awesome. Yeah. I can see Ashley is also using it quite a bit. April, quite a bit.
208 00:24:04.320 ⇒ 00:24:21.800 YvetteRuiz: It’s April, it’s Cameron is at the top, which is 25, and then you have Monty Cruz, who’s at 15? Who’s an overflow agent from lawn. Rayanne, who’s an overflow pest agent from mechanical. And then Veronica, who’s churning mesh? Who overflows for pest? So yeah.
209 00:24:22.165 ⇒ 00:24:29.480 Amber Lin: I see. Okay, that’s awesome. So all of them will also get access to the central dock as well. Right.
210 00:24:29.930 ⇒ 00:24:36.069 YvetteRuiz: Yes, all of all the overflow agents. And then once we put together the
211 00:24:36.220 ⇒ 00:24:41.439 YvetteRuiz: the inspector, sheet that’s Gonna be pretty much everybody, because everybody uses Inspector Sheet.
212 00:24:41.793 ⇒ 00:24:56.300 Amber Lin: Yeah, I was making, I was talking about, okay, how do we actually increase usage apart from asking people to cause that’s not even if you ask me to use something, if it’s not good, I’m not gonna use it. So
213 00:24:56.760 ⇒ 00:25:15.819 Amber Lin: I think for this month our goal is really to one improve this central Doc to make sure things are in there. That means going through all the feedback which we don’t have that much left actually, and but all also just going section by section to make sure that all of them are
214 00:25:16.130 ⇒ 00:25:21.110 Amber Lin: like rounded, and they included everything. And then, after this month.
215 00:25:21.250 ⇒ 00:25:30.161 Amber Lin: I think a month is a bit of an ambitious goal. But I do want to finish of like documentation in one month, and after that it’s really
216 00:25:31.150 ⇒ 00:25:47.719 Amber Lin: looking at all of those usage, having all of the spreadsheets in Andy, so that people should go through Andy before they go to anything else. And maybe we ask the trainers to divert the questions if they know that Andy is in there.
217 00:25:48.240 ⇒ 00:25:58.344 Amber Lin: and maybe that includes also a list of questions that Andy do answer, and maybe that can give the trainers confidence to say, Hey, I’ve asked this before. It’s in there.
218 00:25:58.800 ⇒ 00:26:04.980 Amber Lin: And so I was just thinking about different ways to increase the usage, but it’s good to see that
219 00:26:05.120 ⇒ 00:26:08.859 Amber Lin: it is still steadily, slowly, but steadily climbing.
220 00:26:09.610 ⇒ 00:26:35.829 YvetteRuiz: Yeah, no. And it and it will continue. I know that, especially when we start adding the others as well, and cleaning up some of this this information over here? With. It’s truthfully amber, I said. It’s it’s this document that we need to work on getting cleaned up. You know what I mean, like I think you guys have done. But we’ve got to do a better job of making sure that it lines out the way it needs to line out and then the other piece is
221 00:26:37.890 ⇒ 00:26:47.090 YvetteRuiz: Tomorrow I have a meeting with our Qa. Team, our Qa group, and what I was gonna do because I was putting some thought in. And I know you wanted to sit down with
222 00:26:47.190 ⇒ 00:27:15.638 YvetteRuiz: an agent and kind of listen into their phone calls and see when they when they could have used Andy, which is great. We just gotta, you know, plan that. But I was also because I have 3 of 3 agents that do real time monitoring. So one of my one of my requests to them was going to be. Here’s what I want them to do in the next couple of weeks, while they’re doing real time monitoring is, listen in and see where they miss where we missed the opportunity and start getting them more engaged
223 00:27:15.920 ⇒ 00:27:16.400 Amber Lin: With Who’s.
224 00:27:16.400 ⇒ 00:27:16.875 YvetteRuiz: This.
225 00:27:18.400 ⇒ 00:27:30.019 Amber Lin: awesome. Yeah. And if you ever want to send me a recording or like, you want me to sit in just, let me know, and we’ll schedule that. Maybe we can aim for next week like we’ll see.
226 00:27:30.020 ⇒ 00:27:43.330 YvetteRuiz: Yeah, for sure, for sure. And I don’t know what your schedule is amber tomorrow, I mean, even if you had the time, you wanna just jump in our Qa. Meeting for the 1st 15 min, so I can talk to them about what we’re looking for. You’re more than welcome to.
227 00:27:43.330 ⇒ 00:27:44.919 Amber Lin: Sure? When would that be.
228 00:27:45.271 ⇒ 00:27:55.118 YvetteRuiz: Hang on. So it’s tomorrow. I have it set for an hour and a half. It’s beach. It’s it’s at 9 from 9 to 1030.
229 00:27:55.470 ⇒ 00:27:58.610 Amber Lin: 9 to 1030. Okay, so.
230 00:27:58.610 ⇒ 00:28:08.390 YvetteRuiz: Yeah. And like, I said, you don’t have to stay the whole time. I mean, even if you just wanted to say Okay, but I’ll be there at 9. You’ll sit in for the 1st 1520 min so we could talk about this, and then you can hop out.
231 00:28:08.390 ⇒ 00:28:15.990 Amber Lin: Sure. Yeah. Send me the invite for the hour, and then I’ll be there. Yeah, 9 o’clock, my 7. So that works for me.
232 00:28:16.365 ⇒ 00:28:18.990 YvetteRuiz: I am sending it now, Miss Amber.
233 00:28:18.990 ⇒ 00:28:19.800 Amber Lin: Okay.
234 00:28:20.360 ⇒ 00:28:20.800 YvetteRuiz: Got it?
235 00:28:23.360 ⇒ 00:28:24.380 YvetteRuiz: Yes.
236 00:28:24.380 ⇒ 00:28:29.540 Amber Lin: Yeah. My only concern is that I don’t know how fast
237 00:28:29.780 ⇒ 00:28:46.809 Amber Lin: at the current rate, how when we can finish iterating through the central Doc, because it’s really hard, because every time we try to iterate a section, things come up with small details like, Oh, that’s not. That’s not how it is, or Oh, we’re missing this somewhere. And then each section is
238 00:28:46.990 ⇒ 00:28:53.079 Amber Lin: such a big task. And it’s it’s slow. So that’s my concern. I really want to get this done. I.
239 00:28:53.080 ⇒ 00:28:53.630 YvetteRuiz: No.
240 00:28:53.630 ⇒ 00:29:02.570 Amber Lin: Do you have any ideas or inputs on how we can speed up that process like, maybe it just needs more meetings. But Jenny.
241 00:29:02.570 ⇒ 00:29:17.750 YvetteRuiz: It probably needs more carving out time, and I have not been able to meet with Janice. But I gotta. I gotta figure out, what does that look like? Because it looks like? If we are, we just need to really dedicate more than an hour’s time. Then, like, what does that look like. So we can get this cleaned up.
242 00:29:18.420 ⇒ 00:29:37.859 YvetteRuiz: That’s gonna be my suggestion. Amber is like we’ve got and lock it in and say, Okay, if our goal we we got to set a goal right? Okay, we want to have this complete by this day. What? How much hours is that? Gonna take? How much time is that? Gonna take. I mean, that’s what it’s gonna bow down to, and I’ll certainly lead. Take the lead on that so we can get all this set up.
243 00:29:37.860 ⇒ 00:29:45.260 Amber Lin: Yeah, great as long as I had buy in for you I can do my project manager stuff. I can break this whole thing down
244 00:29:46.130 ⇒ 00:29:54.890 Amber Lin: and then we’ll set deadlines for things to get completed. And that’s also why, I told you about what we agreed on for the updates.
245 00:29:55.334 ⇒ 00:30:12.549 Amber Lin: All these should be pretty simple. They’re just oh, we treat 1st needles. Yes, we don’t treat for gashoppers like that type of stuff so ideally. I want those done so I can. We can focus on the more complicated procedures. And that’s honestly all all it is. There’s not too much left.
246 00:30:12.880 ⇒ 00:30:28.180 YvetteRuiz: Okay, so yeah, do you want me to go ahead? I mean, what? What are we thinking? Amber? I mean, I know we want, like, I know we want to get it done like quick. So like, Hey, we’d love to have all this completed. No, I don’t want to say we love. We want to have all this completed by
247 00:30:28.450 ⇒ 00:30:29.676 YvetteRuiz: next Friday.
248 00:30:31.900 ⇒ 00:30:33.870 Amber Lin: Do you mean these like.
249 00:30:33.870 ⇒ 00:30:50.819 YvetteRuiz: Yeah, what? It would not. I’m not. Yeah. So whatever whatever open projects we have right now that we need to start putting, I I need to start kind of following up with the team. Let’s let’s lay that out, Amber. So then that way, we can go back to the team and say, Okay, we have this. We’ve been working on it. But we want to have this completed by X.
250 00:30:51.593 ⇒ 00:30:52.400 Amber Lin: I, see.
251 00:30:52.400 ⇒ 00:30:53.629 YvetteRuiz: Does that? Does that make sense.
252 00:30:53.630 ⇒ 00:30:58.559 Amber Lin: Yeah, totally I will give you. I’ll write out the different tasks, and then.
253 00:30:58.560 ⇒ 00:30:58.990 YvetteRuiz: Okay.
254 00:30:58.990 ⇒ 00:31:05.300 Amber Lin: And look at the deadlines together, because I don’t know how much time they have available, but you do so. We’ll look at it together.
255 00:31:05.300 ⇒ 00:31:05.930 YvetteRuiz: Yep.
256 00:31:06.180 ⇒ 00:31:09.150 Amber Lin: Okay. Sounds good. Thank you.
257 00:31:09.150 ⇒ 00:31:11.430 YvetteRuiz: All right. Anything else, Miss Amber.
258 00:31:11.976 ⇒ 00:31:14.049 Amber Lin: No, that was everything on my mind.
259 00:31:15.160 ⇒ 00:31:15.670 YvetteRuiz: Okay.
260 00:31:15.670 ⇒ 00:31:17.080 Amber Lin: See you tomorrow.
261 00:31:17.080 ⇒ 00:31:19.310 YvetteRuiz: Thank you, alrighty. Well, thanks so much, Miss Amber.
262 00:31:19.310 ⇒ 00:31:20.530 Amber Lin: Of course, bye, bye.