Complete Call Solutions

I came to Complete Call Solutions in May 2019. When I started I was on a dedicated line. Things were pretty good.We had a team member who was burnt out from doing most of the work before I was brought on and that was slightly annoying at first. As time went on that person began to no call no show an…

I came to Complete Call Solutions in May 2019. When I started I was on a dedicated line. Things were pretty good.We had a team member who was burnt out from doing most of the work before I was brought on and that was slightly annoying at first. As time went on that person began to no call no show and while the account grew that slightly annoying problem became a huge issue.Over the summer I felt I was the only one doing most of the work and could never keep up. Despite the attendance issues this team member was never replaced or let go. Finally in September I referred somebody to apply. They were hired and the person who did not enjoy working anymore put in their 2 weeks. During that transition I worked crazy insane hours to make sure the account was taken care of. As our new hire was not yet up to speed. Things were headed in a great direction and I was excited. September the company tallied the attendance for the last 3 months. I was given 4 bonus PTO hours for my more than perfect attendance.   Oct. 27th my car was totaled as I left the parking lot after my shift. The driver at fault's insurance put me in a rental car. Nov 1st I had a death in the family. Huge blow. Halloween night I woke up about 1 am (the morning of Nov 1st) to hear a family member was in distress. We got up and went over to the house only to find out he was deceased. I called in Friday Nov. 1st after being up all night and returned to my normal schedule Saturday Nov 2, worked my regular schedule Sunday Nov 3rd, and came in for my regular schedule Monday Nov 4th. On that day I was numb. I was missing details and my supervisor and the owner of the account told me to go home and be with my family. At this point I had no attendance issues. I went home with less than half of my 11 hour shift left. I was schedule off that Tues., Wed. and  Thursday. I request Friday off for the funeral. I ended up taking Saturday off as well. 2 and less than 1/2 off of schedule days off I took off. There was no funeral pay. And the PTO earned at this company is a huge joke. All this time Im still in a rental car, I had found the a new car but needed to sign papers. I needed to sign papers Friday but worked a 11 hour shift. I requested to leave 30 mins early Friday November 22 to sign papers and return the rental car. I had tried to get everything done during my days off but I did not get an approval from the bank until Friday morning. And I needed to get my my car signed for because I had to return the rental. I lost my $1 pay increase on 2 check because of a funeral and because I asked and was approved to leave 30 mins early. So I missed hours, the company did not give me any bereavement pay and then paid me less. I spoke with the person who handles the payroll to object the attendance bonus being taken away. She claimed I always seemed to have something come up and it was just bad I didn't qualify. Yet again I just got an extra incentive for my attendance over a 3 month span... I asked about if I could pick up extra hours. It was the holidays and I was coming up short. Everybody was like yeah we can find you something. Instead of extra hours they just gave me more work. Adding new accounts without any training. Every new account, "oh its easy"  It was hard trying to handle a large busy account getting a phone call for some completely not relevant and not really understanding what I was suppose to do or if I was was doing it right. I was dedicated to one account but had another large account added to my skills. I was unable to take calls and help my team because all my calls were for another account. It was very frustrating. I keep getting new accounts with little to no training, And flt very overwhelmed. Im not really sure when but in Late December I had decided I was done. I wanted to wait until after my family moved and then look for a better opportunity. I wanted to wait so I didn't have a new employment on a leasing application.  Not sure of an exact date but sometime in late January I was asked if I would be interested in coming off my dedicated line to earn more money and do more account. I said I would be interested.  I was added to even more accounts before that was finalized. I was moved to what we call the shared group about Feb 1st. I had people calling me on days I was scheduled off needing help with accounts I was on. Have yet to see any pay increase... I had a supervisor dumping all of her call on me because she wasn't trained on how to do this or that. I would give her simple instructions on how to handle her calls. On an after hours account I told her If it is something that needs to be done before the clients office opens Monday we create a ticket and work it. If it is something that can wait until Monday we create a ticket and send it to the client. She said well I do not understand Ill just send you the information. March 9th I was asked by a newly added member of management if I would become a team lead of sorts. They didn't have a name for the position yet but they wanted me to create training, help the shared agents and be available to answer questions. I was told I was an elite agent and the wanted me to help others. My jaw hit the floor. I explained that I knew he was new and probably did not know when he was asked all the background. I told him I was looking for a new job as I was unhappy and felt used. I waiting for more pay from my last move and you come back to ask me to take on more responsibility for another seemingly imaginary pay increase? He apologized told me all members of management keep talking about me when they discuses top employees and to give him until the end of the week to sort things out. He never came back to me about any of that. Surprise.  Since then I have been one of the number one people on a new account. I get calls on my days off, i get call and text at 1 AM in the morning. I have reached out to a manger to escalate  the issue, and she tells me to handle this way or that way. I got calls 3 calls during my son's 5th birthday.The same manager text me when Im off telling me she needs this or that done. Not asking if I can work, just sends me a list of what needs to be done. I went to lunch on Saturday and the new manager is blowing me up. Telling I have been in lunch for over 2 hours. I had not even taken my full hour yet. Sent him the screenshot of my actual  break time. He is clueless. Absolutely incompetent. He calls me and leave a voice message to call him back. I call back less than an hour later and he like whats up like I need something from him. Hello I'm returning your call. Him: I called you...? Then it clicks. He has called me and only said, "Melissa right" and then I can hear him putting his office phone back in the cradle. Not hey just making sure I have the right number or sorry dialed the wrong person. Im still not sure why he called, just that he is not good at whatever his job really is. The management is not honest. Not just with employees but they lie o clients as well. We have have the phone lines go down on many account at the same time for several hours and they have told clients it was something on the clients end. There is no integrity within he management. That pretty much brings us today. This week I was added and removed from accounts faster than I could keep up with. Everyday this week I was added to at least one new account with no clue how to handle the calls or knowing what to do. I get calls and check in the knowledge base for what I should do and its empty there are no resources to find the answer to handle calls. I'm told oh it is easy, ok but what do i do? What dose the company do, what information will I need to gather? I told to start working on these ticket with no clue what I should be doing. I went to break this weekend, came back after my 15 minutes and got a call for a line I had never heard of. Checked the knowledge base only to see logins for the company website. Attempt login, need and authorization code, a manger post it in chat. I login the website is blank. No information. I ask in the chat what am I suppose to do? No answer. We are set up to fail. And nothing is done about it.  I sent my letter of resignation Monday. Top of the management called me. I asked him why he was calling me now, after I had spoke to the new guy at the beginning of March. Again this weekend before putting my 2 weeks in and nothing was done then. He flat out let me know he was not fixing anything. He just need to know when I had received phone calls when I was not clocked in. That was never an issue even though I mentioned it in March and again this weekend. Even the new manager called me during my lunch hour to discuss work after I told him, I was upset about that exact issue.  If you are thinking you want to work here, you don't. If you think you want to just them for your business, you don't. Employees who like to do nothing float by and hardworking employees are used and lied to.