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British customers call us to seek assistance with their services. As a TalkTalk employee, I was responsible in helping them to resolve their issues in order for them to enjoy the services the company promises to provide. Right after my 4th month review in Transcom as technical support representative, I was promoted as Fault Manager even though I haven’t reached my regularization tenureship yet. Right before my 6th months service, another blast had come into my life. I got promoted as Fault Manager/ Case Manager wherein I was responsible in managing and resolving a more complex complaints and issues of our customers. As FMCM, I was no longer one of the front-liners where I started but I was the one who dealt with our customer with formal complaints in our services right before it gets forwarded to the Ombudsman. I was one of their best advisors – in a nutshell, I was assigned for the final resolutions queue. After reaching my regularization, 2 months after, another promotion had been given to me. I became not just a manager but also a Network Engineer. The department is also known as the Service Management Center. For this position, I was responsible in knowing the underlying cause of the issue as to why the services were not working. I analyze the trouble report, examine the details, deploy engineers where they are needed and provide the final resolution to the service faults. It was a great experience, indeed. I worked for Transcom for almost 1 year and 3 months.