JONATHAN CONCEPCION CIPRIANO

Complainant
VS. RAVIB-10-00051-22
Quantrics Enterprises Inc. (also Known as Nordia)

Alexia Hamel, Dennis Huard, Matthew Conway, Angelo Patricio and Emmanuel John Manuel

Complaint filed filed October 12, 2022. In Laguna NLRC branch.

(A) Maltreatment/Harassment connected to constructive dismissal

(B) Illegal dismissal
(C) Mandatory Overtime
(D) Maltreatment/Malpractice in form non-honor of medical condition.
(E) Retaliatory Measures

I Started working with Quantrics Enterprises Inc. (also known as Nordia) on April 10, 2019 as a Level 1 technical support
representative with a Basic Allowance of P19,800 + P2,200 allowance. Subjected to Sickleave and Vacation leave. HMO
coverage upto 2 dependents and Life insurance. Quarterly Increase base on performance and Attendance with no
Disciplinary Action.

On December 2019 I was recognize as one of the Fibe tech allstar San mateo (Top 10 percent Global ranking) and was
honored a total of 500 Canadian dollars.

On March 20,2020 I was tagged by the company as Vulnerable Individual and was exempted to our Yearly APE due to
Covid Pandemic.

On March 8, 2021 I was laterally transferred in Atlantic Field Services (Level 2 technical support). With current basic of
P20,840.01 + P2,200 allowance + P3,000 skill allowance, upon completion of 6 months (Sept 28,2021) the P3,000.00 is
subjected to be added to our basic pay.

On July 2021, I was recognize as part of the Top 20 agents for Atlantic Field services (Quantrics Ranking) and was
honored a total of 250 Canadian Dollars.

On December 6, 2021 I was promoted to IT service Desk. From Q05 rank to Q15 rank and Temporary/Acting Role from
December 6, 2021 – June 5, 2022, Current basic P21,360.01 + P2,200 Allowance and additional P2,120 Acting Allowance
with a Target increase from current Basic allowance upto P25,600 upon confirmation.

Before the DOLE esena occurs I was able to relay my grievance with my attending Operations manager Matilda Ganda.

 That the reason why I didn’t reach out with HR at that time is because I felt that my image with the management
was severly impacted due to my Non confirmation with the IT role.
 Shared the timeline experience I had with IT HELPDESK.
 Explained that I have seen the lapses of IT processes and also the negative impact through myself “sarili ko nlng
iisipin ko”
 Explained also that my intention for my career is to prove to EJ that I am a better leader than him and also to contest
his processes.

Last September 27, 2022, filed under DOLE assistance SEAD-DOLE-RO4A-RPO-01507-2022

 I have relayed my Grievance with the said role from my assigned POC’s by Angelo Patricio, Emmanuel John “EJ”
Manuel, and Ardaniel Santos maltreatment and lack of support in need for me to perform my said task.
To provide the full picture of the story.

As per Angelo Patricio Management decides to have a someone prioritized in Operations so that someone in the team
would have a Strong idea how the operation’s work which means that the criteria that they are looking for in the said
position is not that really needed but there should be a small background of ITIL practices.

Unfortunately, the treatment that I got from my first POC Emmanuel John “EJ” Manuel would give me references to use
YouTube whenever I’m asking assistance on how to do the said Admin Task so without being said I’m looking for
someone who could accommodate my needs which was fulfilled by the other Helpdesk members HDL and KR. There is
also this instance that if we have meeting EJ would publicly shame SD members which I experienced which in my own
perspective it’s not the right thing to do or it should be done separately or privately.

When Ardaniel Santos was assigned to be my POC for the Weekly shrinkage around February of 2022, Ardaniel only
provided me a word document and Video that him and JG (also one of the helpdesk members) has prepared, eventually
the document is steps by steps while the video is on Free flow on top of it I don’t have access to where I need to extract
the information’s additional that in the video JG is the one extracting the documents for Ardaniel.

I did ask Ardaniel to give extra assistance, but he would prefer to give me alibi that he only acquired his access recently
at that time and would push back me to refer on the documents and video he have prepared . In my own opinion they
have the privilege for being Real-time assisted by others while on my part they would always push me back and refer to
unreasonable preference such as word documents and YouTube without considering that I came from operations and the
nature of my previous role is totally different from the said role. This is where I felt unpleasant with the team and wished
to return back to operations due to their Ill-treatment and lack of support.

After this Angelo Patricio was promoted to Sr. Manager while after a couple of weeks Emmanuel John Manuel was
promoted to team leader of our department. I even contacted MM (HR ER of San mateo Site) and shared my grief
against them.

Upon the elevation of their position Some of the IT members from department lodged a Complaint against them and this
was entertained by Matthew Conway, even I shared a little experience about the public shaming of EJ manuel which
Angelo Patricio didn’t notice and corrected however Matthew Conway gave the favor to respondents of the FGD (Focus
Group Discussion) which is Angelo Patricio and EJ manuel.

Somewhere in March of 2022, I received an email from one of the Sr. IT specialists Macho Gwapito and my former
Operations Team Leader My Chemical Romance about a certain ticket that was mishandle by Ardaniel Santos after the
said explanation Emmanuel John Manuel aggressively reach out to me pertaining that Ardaniel didn’t do anything wrong
about the said issue, where in fact I’m just relaying the type of assistance that I have provided together with the
grievance of Gerard Davis with the said ticket. Hence, it resulted to a negative impact in my end due to Emmanuel John
Manuel didn’t read the full contrast of the said email.

After that incident I reached out to Angelo Patricio that I wanted to return to operations however Angelo Patricio
stopped me because Emmanuel John Manuel should give me a good experience with the team. Hence, I decided to stay.

EJ reach out to me after a couple of days and he admits that his way approach was triggered due to too many escalations
within the day.
(A) Maltreatment/Harassment
Emmanuel John Manuel learned that my take home pay was cut because I’m no longer getting any Performance
incentive when I was still an agent and I’m only relying on the OPEN OVERTIME that they have mentioned. When the
team is under Angelo’s supervision, I took advantage of the Rest Day overtime where I worked for the whole month of
January however under EJ’s supervision it was capped to a limited amount (8pm to 5am MNL time only) of time because
we don’t need manpower on some occasions specially on the morning shift and Midshift. Unfortunately, I was placed on
those time and due to my medical condition, I can’t afford to do Extra work outside the 9-hour regular shift, on top of the
capped overtime schedules I also noticed with our schedule rotation I’m always part of those members who would have
transition like 1 day rest and split off and together with the mandatory Overtime of extra 3 hours during weekends
due to gap of staffing.

1 on 1 sessions:

March 11 7-730 PM MNL with Calendar Timestamp: Temp check for being a new TL

April 23 9:00-9:30 PM MNL with Calendar Timestamp: comparison to HDL due to initiative with admin task and as per EJ
IT members doesn’t like me.

May 4, 2022, somewhere in the morning no calendar invites dahil dun sa daily shrinkage nag request siya ng screenshare
sakin para makita niya pano ko ginagawa yung daily shrinkage and during the conversation he mentioned that I’m doing
the right pattern however at the end of the conversation he blamed me “hinde may na dradrag ka talaga jan” at nakita
ko sa chat nila ni Ardaniel Santos na sabe ni Ardaniel “haha bata mo mali nanaman”

May 11, 2022, 9:30-10 PM MNL with calendar invite: as per EJ in-Connection to the May 4 informal coaching he and
Ardaniel santos has tips and tricks to do their admin task I requested to have them share it with me, but he mentioned
that I should use YOUTUBE for references in using Excel. (ano purpose nya para sabihin na may tips at tricks sila kung
hinde niya rin pala I sshare?)

June 1 2022, 10:30PM - 11PM MNL with calendar Invite: hinde daw ako maturuan lage na lang daw rason ko nde ko
alam at yun ung sinabe ng mga ksma ko (suspetsya ko dito yung RCR dahil nung inutos nya to samen nag reply ako ano
yung RCR which he never introduced to me), IT is a fast phase industry that I should be fast in learning things,I simply
requested for him to teach me those tricks that they had for the second time and his reply “hindi mo ba na realize na
may mga ginagawa din ang kasama mo?” may ksma din pag kumpara sakin kay JH on this conversation which is a 2 – 3
weeks old member of the team. I even told him that he should consider May as my Day 1 with the SD for the reason that
I learned how to filter Emails last March when I saw the outlook app of HDL while shifting onsite, April I was able to
gain access for the maintenance Tracker that we have in Sharepoint and May is for the 2022 Outage tracker.

June 7, 2022, SD weekly meeting: he mentioned na may mga task daw na late na dedeliver like isang notification ng
maintenance na late na send ng 40 mins. (This is for the maintenance ng isang ISP provider namen na minessage ko
siya kung may kelangan ba I confirm sa Network pero seen lang siya sa viber kaya late ko na sinend yung notification)

June 7, 2022. 1:00 AM – 2:00 AM MNL with calendar invite: this is where EJ blasted that he is non confirming me due to
Skill issues and I admit there was a skill issue due to lack of support (puro nlng youtube) ultimo ung scope of limitations
ng Helpdesk vs. Other IT departments nde nabigay sakin kaya ung pag handle ko ng ticket sa pag support sa operations
ay extended Troubleshooting. During this conversation EJ manuel is not aware that HDL is listening in our conversation
via Messenger (loudspeaker)

I demanded two things.

1. 3k Skill Allowance of L2 field services (mas mataas to kesa sa acting allowance ko sknla)
2. WFH kit (Nawalan lang ako Work from Home kit dahil dun sa laptop na ni release nila para sakin)

Which EJ didn’t comply to my (2) request which means our Mutual Agreement has been breached once again.

I also sent an Email to Tatang our IT director about my experience with the said role.
 (B)Illegal dismissal

as per the document provided by CDV, Temporary/Acting role for 6 months from 05-Dec-21 to 04-Jun-22.
Her timeframe on that document is based on Canada Time which if we will convert it to PH time/Date it would be Dec 6,
2021, until June 5, 2022.

On October 3, 2022, 2:00PM – 3:00PM DOLE confference, connection to DOLE assistance SEAD-DOLE-RO4A-RPO-01507-
2022

As per Jade Paredes one of the HR consultants of Quantrics, (A) they have the prerogative decision to acknowledge and
review if the non-confirmation is valid even though that the non-confirmation takes place after the said dates. In the
event the candidate reaches more than the allotted dates (6 months) there is “NO” process for the company to default a
certain candidate. The current position is also not Probationary due to its title Temporary/Acting.

For the Maltreatment/Harassment as per Jade Paredes (B) there is a difference between the coaching sessions in
Operations and Support, hence our 1 on 1 session with EJ manuel can be tagged as “INFORMAL COACHING”

For the said issue on Clause A, if there is no default process or should we say 6 months rules to be confirmed it should
have been written on CDV’s PAN that from Dec 6, 2021 – until the company decided to confirm/non-confirm a certain
candidate nor it should be indicated as contractual, which in my own opinion the dates provided in the said PAN are
misleading/useless.

And as per our employee handbook.

Bullet (1) the hiring manager must decide “PRIOR” to the completion of 6 months, As I have explained that Emmanuel
John “EJ” Manuel discussed my non confirmation AFTER the said deadline of June 5, 2022, which is June 7, 2022 (Skill
Issue’s) via Microsoft Teams.

Time stamp is with Canada time if

converted to MNL it will fall under June 7, 2022, 1AM – 2PM

as per indicated in the PAN Emmanuel John “EJ” Manuel processed (June 3, 2022) my non confirmation without
informing me about the said actions.

Time stamp is on June 2 canada EST if

converted to MNL date its June 3, 2022.
Hence on that instance Emmanuel John “EJ” Manuel have violated my rights that he has already processed my non-
confirmation without informing me.

Bullet (3) other areas not described herein shall be evaluated on a case-to-case basis within the standards set forth in
this policy, this will answer Jade Paredes explanation on Oct 3, 2022. However, the “First and second” bullet should take
place first meaning their rights to decide is too late already.

Non confirmation date received from my receiving Manager from IT to Operations.

For Clause B, if informal coaching is a legal process within the company maltreatment/harassment may always happen
to anyone in the support group which in my own opinion Bullying an acting Candidate may always happen.
No formal Coaching was provided hence my progression with the said role was dumped till the end.

In this instance EJ has violated me again because I have stayed in my acting/role position until the 25 th of June and my
last logs is on June 21, 2022.

Information’s that I have gathered as well are, I was non confirmed due to (Attitude issues) suspecting that this is the
declared Non-confirmation on June 3, 2022. As per Jade Paredes she can’t disclose this information during our
conference last Oct 3, 2022, due to confidentiality and again I Have the rights to know based on the DOLE guidelines.
Which she has failed to prove the legality of my non-confirmation with the said position.

As per handbook if there is a performance issue or attitude issue. This should have been applied.
<BLANK>

These guidelines were not followed during my stay with the said role, hence the attitude issue and Skill issue that EJ has
provided is deemed null and void since I never acquired a Single Disciplinary Action from the infractions the procedure
that was done is unfair and wrongful dismissal from the said role. As enunciated with G.R. No. 202090, September 09,
2015 - ICT MAJRKETING SERVICES, INC. (NOW KNOWN AS SYKES MARKETING SERVICES, INC.)

xxx [T]here was no x x x evidence xxx that complainant's transfer was due to the request of a client. Further, if
complainant was indeed remised of [sic] her duties due to her punctuality and attendance problem of committing twelve
(12) absences alone incurred in July 2007 [sic], why was there no disciplinary action taken against her like reprimand or
warning[?]

As a normal practice in Quantrics if Agent suite is not available during the coaching sessions the alternative option is to
document the conversations via email with acknowledgement.
Where is my Formal coaching? Where is the documented Coaching sessions? Why there is no Formal coaching? Why is
it not documented? “TAMSON’S ENTERPRISES, INC., NELSON LEE, LILIBETH ONG and JOHNSON
NG, Petitioners, v. COURT OF APPEALS and ROSEMARIE L. SY”

The question also here is why was the non-confirmation document was sent to me late (June 10)? And why did I
extended until the 25th of june?

If EJ provided me a 3rd month(march) and 5th month (May) review then there should be a 30 days leverage to return me
back to my previous post.

(C)Mandatory Overtime
as per handbook we are only allowed to render overtime with approval from immediate supervisor or WFM however as
per ground rules of the company “Article 87. Overtime work. Work may be performed beyond eight (8) hours a day
provided that the employee is paid for the overtime work

As per company rules the only individual allowed to request for overtime is (Sr.Manager,Director or VP level) which
means EJ doesn’t have the power to request for Overtime. Which it also violates the handbook of Quantrics.

In contrast to what we have during my stay with the said position our Mandatory Overtime is requested by Emmanuel
John “EJ” Manuel if needed if there is a GAP within the staffing in example.

Wednesday to Thursday shift would be 11AM – 8pm MNL Weekdays.

Saturday and Sunday there would be a 3-hour Advance Mandatory Overtime from 8am – 11am then the regular working
hours would be 11AM – 8PM. I can no longer provide a Screenshot sample of the schedule.
One example that he required us to render overtime even on our rest-day.
Eventually one of our team member JG called me the same day that EJ is getting mad because I didn’t comply with this
request to render Restday Overtime.

As per Dole Book 3 conditions of employment.

Title 1 working conditions and rest periods.
Chapter 1 Hours of work.

Which the said request of EJ Manuel is because of staffing, which it didn’t support the Article 87 and 89, hence this is
another violation of my rights to take a rest during those hours.
 (D)Maltreatment/Malpractice in form non-honor of medical condition.
Last September 2021, I was diagnosed for Hypertension by Dr. Rene Reyes as advised I need to have a Fix schedule which
I handed over to my previous supervisor Aimee ternate and after a week it was granted.

As I have returned back to operations my schedule from June 26, 2022 until the very end of July 2022 is 12:00AM – 9AM
Manila as the schedule was generated for August

I knew that I won’t survive with the said schedule pattern and this schedule lasted until the very end of September.

July 30 Current medcert was provided (losartan and penoflex medication was added)

August 5-6, absent due to same reason hypertension and on that part my doctor tagged the situation as uncontrolled
hypertension (adding amlodipine to my losartan and clonidine)

August 9, 1st ticket was created by my team leader angelo Bigona, same day nag bigay si Clinic blood test request and ECG.

August 11, I presented the documents that they are requesting including the past results that I have so that they would have
visibility or medical abstract as to what is happening to me.

August 12, spoken to Dr. Borromeo and as per Dr. Borromeo “okay naman mga test mo” and I have shared what doctor rene
reyes explained to me that im already vulnerable to stroke due to the hemoglobin, which I also explained that there is already
an instance that I have experienced it once

Nasa banyo ako bigla nlng ako nahilo at nde makapag salita nanlamig ang mga daliri sa kamay at paa mabilis ang tibok ng puso
and that lasted for 15-20 mins.

I also explained to him the pattern of my schedule and he replied “Ganun talaga”

Email was sent to gelo Bigona that I need again to talk to my cardiologist if the schedule pattern would worsen my situation.
Unfortunately, the first ticket that Gelo Bigona was declined by HR compenben “as per clinic medication/diet is only required”

August 16 - gelo Bigona recreated the ticket, but it was declined for the same reason. Deciding me to speak with Werner
Roferos one of the HR ER of Quantrics if he could look into the issue since I really needed the accomodations for I have plans in
pursuing a career in operations as a team leader.

August 29 - Clinic sent an email to Gelo Bigona that Doc junio requires to speak with me

August 30 - Doc junio mentioned to me na nag email sila sa HR na recommended or beneficial sakin ung fix schedule and I
have explained to me why HR is declining our request at ang rason nila kayo? As per doc junio tiga assest lang sila at ang
ending decision is with HR, so I asked him pwede nyo bai send sa TL ko ung thread ng Email na sinsasabe mo? Doc junio replied
“nde kasi kame sure kung pwede namen isend sa TL mo ung thread ng email”
the company clinic’s obligations are to validate the medical certificate and the way they treated my document is
discriminatory with doubt asking me to have another medical test outside is considered malpractice vs. the HIPPOCRATIC
OATH for medical practitioners.

And for the management reasoning that the company physician is the one recommending where in fact its already
affecting my lifestyle, performance and attendance in my own opinion the management discriminates my needs an I felt
this because of the aforementioned declared attitude issue declared by EJ Manuel from my illegal Dismissal.

Question here why last year it was so easy to grant the Schedule accomodation due to medical reasons?

Why doc junio cant show the thread email so that my Supervisor Laurence Bigona can use it as a refference why I need
to have a fix schedule? Are they trying to conceal something?
Why do they need to request a blood test sample and ECG request where infact my doctor is already a cardiologist?
Are they trying to invalidate the medical certificate?

my only intention is to work peacfully since I have plans in continuing my career back to operations as a team leader so
that I can teach those who needed my help.

(E)Retaliatory Measure

When I have sent the DOLE e-Sena conference through San Mateo HR ER distro.

On Sept 16 – they placed my Email on Preventive Suspension

On Sept 27 – First Dole hearing

On Sept 28 – I received an email that my COE request has been denied for no apparent reason
On Sept 29 – I received an email that my 3k allowance is about to be taken out effective Oct 1 2022.

The dates shows an oppressed action against my DOLE complaint

The 3k allowance dominoe effect to the 1st batch of Altantic Field services.

Names as followed:

Daddy
Boy Pwet
Boy Tikim
Highblood lord
Mongoloid
Hapon

On Sept 29, I called Angelo Bigonia my current Team leader in operations and told him that they cant take off the 3k
allowance due to the PAN documents that was sent to us. He advised me to contact OM Matilda Ganda and I
Immediately contacted Matilda Ganda, as per Matilda Ganda the company blamed her for abusing the 3k allowance for
us and it should have been taken off wayback November of 2021 however due to her remorse I decided to sign the
document to avoid hearing from other Field services who losses their 3k allowance because of the company changes.

as the 3k allowance issue becomes a big deal I have tried stopping those who are affected. Unfortunately, I was forced to
join them and lodge my 2nd DOLE esena dated November 8, 2022.

As per Bartonico: Pre bakit mo ba sila prinoprotektahan? Tandan mo malalaki na sahod nila, lalo na ako lima anak ko at
isipin mo sarili mo. This is where I realized that he is correct at the end of the day I am the one who was affected
financially.

As per Alonzo: sabe ni Jade paredes Clerical error daw yung PAN? Isang taon bago nila tinanggal?

This triggers me suddenly and I realize that the 3k allowance removal is towards my first DOLE complaint and I
immediate call DOLE Cainta and spoken to the DOLE E-Sena officer who entertained my November 8 dole schedule, I
have explained to her that I have a different burden aside from the others who are affected.

On November 9, 2022 I called dole Cainta to possibly continue the issue on 2nd hearing.

Me: mam iba po kasi ung burden sakin ng issue.

E-sena: officer bakit? Explain mo nga sakin.
Me: mam tignan nyo jan sa record nyo nung September may DOLE complaint din ako.
E-sena: oo nga, halatadong ginigipit ka na sa opisina niyo dapat nde nanyare tong 2 nd Dole mo kasi may pending case ka
napala sa NLRC, tutuloy tuloy na yan kasi pinag iinitan kana.

On November 10, I have sent my future Dated resignation Dated Dec 1… why is itso early?
As per angelo bigonia one of his Representative is resigning for November if I could do it on December since it would
impact his scorecard and no incentives for him.

However as soon as he receives the message of my resignation letter this is what he told me

Hindi mo ba na realize na management din ako? At yung mga nakasulat sa resignation letter can be taken against you.
(mejo napapaiyak ako kasi bigla ko naisip bakit ka ganyan bigla? Nung una humihingi kapa 100k sakin pag nanalo ako
dahil kakalabas lang ng GF mo sa ospital, tapos ngaun kalaban na rin kita?)
In my email he responded that he is saddened and of course the information that I have written in my resignation letter
is against the core values of the company (indirect approach)

I still tried to report to the office on November 11, 2022 however as soon as I opened my agent suite, his call evaluation
comments really change and my verbal warning (5 overbreaks) elevated to Written Warning with Disqualification with
allstar (1 Overbreak) I felt already that the next oppression would be them and decided to log off and not finish my Shift.

On November 12, 2022 I have sent my revised resignation letter without the words that he was shocked and used also
my Girlfriends miscarriage inorder for him to accept my resignation in a human sense, however we still have 2 – 3 days of
arguments that there is no process for immediate resignation and this is where I blasted him Article 285 and also
explained to him the real nature of my resignation. He accepted my resignation on November 16, 2022

To the Quantrics Enterprises Inc. December 1, 2022

I was forced to file this resignation due to the reason of my ongoing legal claims against the
company I feel like the management is trying to relieve all my existing benefits and claims.

The main reason of Emmanuel John Manuel to non-confirm me with the said role is due to skill
issues,

I never had a proper training in that department due to improper preference’s such as YOUTUBE
and materials that doesn’t match to each other. The main reason why I didn’t further escalate this to
the management is because of the positions that they had and I’m afraid that if I escalate it further
the management will keep an eye to me. Furthermore, I see my non-confirmation invalid, and the
management decides to tolerate it further causing myself to lose confidence since I find the
business no longer reliable in terms of Equality.

On August 2022 I’m trying to file for a schedule accommodation due to my medical condition, but
I find the management and Qlinic unreasonable with the process and I find it as a Maltreatment due
to multiple check-ups and blood test taken with ACE diagnostics all I want is to work peacefully
and aim further for a better career growth inside the company.

On October 1, 2022, I received an email about the tech allowance removal, all of us affected are
happy since the business decided to reinstate three thousand pesos back to our basic wage however
what I really felt at that this time is that the management decided to take away the three thousand
allowance due to my Legal claims with the IT department. It just so happened that the management
can’t deny the mistake due to multiple DOLE complaints from my colleagues that were also
affected. Thanks to my colleagues who give emphasize that I should think about myself first rather
than thinking of other individuals.

Based on the facts and circumstances, it is also clear in my mind that the management is planning
to take away all possible existing monetary or even benefits that I may be getting from my current
position as an Agent where in fact I shouldn’t be in this position in the first place.

Thus, I can no longer bear the above mentioned circumstances as I’m seeing it already as a
discrimination with abuse of rights. Therefore, I have no option but to sever my relationship with
the company as the continued events that happened prejudiced me emotionally and financially.

Filing this resignation letter to be effective December 31, 2023 as I still needed to look for
alternatives.

Thank you.