Going the extra mile for customers has been 50-year-old Jonathan Dosdos’ long-time mantra ever since he started working in PLDT in 1995. He began as a cable splicer, which equipped him with profound knowledge of PLDT’s technology and equipment.
Now as Supervisor of PLDT’s Workforce Management in North Cebu, Dosdos feels responsible in ensuring his teammates acquire excellent technical skills and display genuine compassion for customers. Dosdos leads the planning and workforce deployment, assessing and endorsing reconnection of disconnected fiber lines due to Odette.
“We were all on standby when Super Typhoon Odette hit Cebu. Odette wrecked roughly 80% of our connection facilities in Mactan. Sacrificing our holidays to fast-track our survey and restoration plans is part of our duty,” said Dosdos, who thought it only appropriate to work hard in order to reciprocate the goodness the company has shown him.
Dosdos and his team’s efforts were validated when a customer from Mactan emailed PLDT Chairman Manny V. Pangilinan, expressing his appreciation after his PLDT Fiber line was restored. “I really appreciate that you sent the “best eggs” in the company to help me out with my issue,” wrote Rady Premacio. “No doubt your leadership is very much evident in the amount of service these people gave. I did not feel that they work hard because of fear but [because] of respect.”
In response, Pangilinan wrote, “On behalf of those you complimented of the PLDT family―maraming salamat (thank you). Yes, the effort at restoring service was a corporate-wide dedicated effort. This simply reflects the basic focus on customer service which has been a mantra for the PLDT Group.”
“Our value of malasakit is our north star that guides us in our operations and in ensuring that we give only the best service to the customers we serve,” added Dosdos. “The affirmation from a satisfied customer is firm proof that our passion meets our purpose.”
These efforts from dedicated PLDT and Smart frontliners form part of the company’s #SafeandSmart advocacy, promoting preparedness and immediate response through network resilience, continuous availability of communication services, and relief assistance to help communities mitigate disaster risks. These initiatives also underscore the commitment of PLDT and Smart to attaining the United Nations’ SDGs, particularly SDG #11: Sustainable Cities and Communities.