Jan 21, 2022

Yvette Gubguban
Teammate
3094315

NOTICE OF DECISION

Dear Yvette:

Last December 29, 2021, a Notice to Explain was issued to you where you were alleged of
violating the PH Employee Handbook, committed as follows:

We received a report of you being an outlier for ACW (after call work) manual
for the month of October 2021 with a total of 36.30 hours accumulated. Any
misuse of ACW manual status may be construed as call avoidance

1. This call you took last October 31st is about the Restaurant
regarding a printer issue. You were able to inform the Restaurant
employee that you will create a ticket and do basic troubleshooting. It
shows on the screenshot below that you went on ACW Manual for 6
mins which is unnecessary. It could have been better if the RX was on
the line while creating the ticket to avoid the ACW manual.

Audiolink:
https://deliveroo-connect-production-ap-southeast-1.awsapps.com/co
nnect/contact-trace-records/details/fa7b7a52-2a97-49b0-8c2b-6f48f
14b5d4f?tz=Asia/Manila
2. On this call you went on ACW Manual around 1:23 am and went on
avail 1:27 am (4 mins). Though you reported in slack the same as the
1st call it could have been better if we multitasked during the
resolution part and avoided ACW for that long.
AudioLink
https://deliveroo-connect-production-ap-southeast-1.awsapps.com/co
nnect/contact-trace-records/details/115387fb-e0a4-4361-8325-eee8d
0450f7e?tz=Asia/Manila

3. On this call Oct 30, 2021, the Restaurant called to inform you about
the unavailability of an item but the customer still ordered them. Called
the customer for an alternative as a resolution. You went on ACW
12:41 up until 12:46 which is unnecessary ( 5 minutes in total ).

AudioLink:
https://deliveroo-connect-production-ap-southeast-1.awsapps.com/co
nnect/contact-trace-records/details/e377470c-d31e-4ec4-8b6c-4b49c
a794c7c?tz=Asia/Manila
You were informed that the above-mentioned alleged act, if proven true, may constitute a
violation under the following sections of the PH Employee Handbook:

Professionalism, which states that:

“Consistent with the TaskUs Global Code of Conduct, teammates are expected to
observe the highest ethical principles in performing their job duties and to avoid
impropriety or even the appearance thereof. All teammates should act with the highest
degree of mutual respect, Linkhonesty and integrity in dealing with co-employees.xxx”

XxxInsubordinationxxX, which states that:

“Teammates must conduct themselves with utmost integrity at all times. Any case of
theft, deceit, willful disrespect of authority and display of menacing behavior by a
Teammate will be dealt with accordingly. Teammates must secure their personal
property at work; they must demonstrate trustworthiness in dealing with their
colleagues; and they must follow lawful and reasonable direction from their supervisors.”

Quality Customer Service, which states that:

Our exponential growth can be attributed to the great customer service we provide. We
offer responsive and innovative solutions. As we continue to grow, we remain
uncompromising in our goal to be excellent. Teammates must consistently be in their A
game.

Integrity, which states that:

Teammates have a shared responsibility to preserve TaskUs’ reputation for integrity. We
must not risk this reputation and must adhere to the highest standard of honesty in
dealing with clients. Misrepresentation and any improper use or access of client
information for personal gain are strictly prohibited. We consider any attempt to cheat
and steal from our clients a serious offense. Xxx.
Ownership Mentality, which states that:
“Teammates are expected to be ambassadors of TaskUs. Part of this role is to ensure
that we take care of the Company’s reputation and industry branding.xxx”

Campaign Specific Policy, which states that:

Which you acknowledged last August 2 2021:

Above-mentioned alleged acts also constitute a just cause for termination under Article 297 of
the Labor Code of the Philippines, as amended, as the same constitutes Serious Misconduct
or Willful disobedience by the employee of the lawful orders of his employer or
representative in connection with his work; Gross and Habitual neglect by the
employee of his duties; Fraud or Willful breach by the employee of the trust
reposed in him by his employer or duly authorized representatives; and other
analogous causes.

Consistent with the due process requirement by the Labor Code, you were given five (5)
calendar days to respond to the allegations against you. On December 29,2021, you
submitted your written explanation wherein you stated that:
After investigation and thorough deliberation, the following facts have been indubitably
established:

1. That, you were hired last July 28, 2021 and that you attended the New Hire
orientation where the Employee Handbook was discussed hence, you were fully aware of
the PH Employee Handbook. This also shows that you are under probationary
period and as stipulated in your probationary employment contract signed and mutually
discussed, you will be working with us on a trial basis and your conversion to permanent
status shall be determined on the basis of satisfactory performance including
attendance.
2. That you admitted that you used ACW (after call work) manual for the month of
October 2021 with a total of 36.30 hours.
a. In your explanation letter you said that you used ACW (after call work) manual
for note taking, emails, Zen Desk (client tool) ticket, outbound call and when you
had a system issue. However, your explanation is unacceptable.
b. As a teammate, you are well aware that if you excessively use your ACW
tagging, you will not receive new cases. This means that the campaign will not
be able to accommodate more queries from its clients or customers. This goes
 against our commitment to our client and might lead to their dissatisfaction with
us. That this may cause them to terminate their contract with us that will
potentially risk the jobs and source of livelihood of a great number of employees.
Being aware of the prohibition and habitually doing it on several occasions, show
your total disregard to company policies and protocols affecting you and your
team’s performance.
3. As a frontliner and a teammate of TaskUs, you are expected to do your task as required
by your campaign and expected to uphold all company policies and core values.
Consequently, your acts did not only affect the service level of the campaign but it also
constitutes serious violations of the Company’s core values and stringent policies and
procedures provided to the company by the client as well as the company’s core values.
4. The behavior you have demonstrated is absolutely unacceptable. It is stipulated in the
company handbook that it is each employees’ responsibility to do the right thing at all
times. This means that employees must conduct their daily business with
honesty and integrity. The company will not tolerate any act that will
jeopardize the quality of our customer service.

Given the foregoing, the Company hereby finds you liable for violating the PH Employee
Handbook, particularly the section on Professionalism, Insubordination, Integrity,
Quality Customer Service and Ownership Mentality, and Campaign Specific Policy as
defined.

With the above-mentioned findings, we regret to inform you that the Company has decided to
impose the penalty of Final Warning. You are hereby directed to adhere to the PH Employee
Handbook. Commission of another violation will merit a more severe penalty which
may include termination of employment.

Yours sincerely,

______________________________________
Dianne T. David
Team Lead

______________________________________
Kc Bernardo Cruz
Operations Manager
Noted by:
NTE _ Yvette Gubguban
_____________________________________
For and on behalf of
Alaine Labrador
People Advocate

Received by:

_____________________________________
Yvette Gubguban
Teammate