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Volume 1, Issue 1Volume 1, Issue 1 June 2016June 2016

THE CCO CORNER CUSTOMER CARE OPERATCUSTOMER CARE OPERATIONSIONS——ORLANDOORLANDO

How do How do How do YOUYOUYOU enjoy summer?enjoy summer?enjoy summer?

SPECIALSPECIAL

REVIEWREVIEW

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2016 Walgreens CCO/Specialty is excited to announce a brand new MyVoice survey for

2016! We have teamed up with Aon to provide a new platform with new questions

and a more user-friendly interface!

Walgreens values the thoughts and opinions of its team members as we continue to

provide the best environment to work and grow in.

Here are some important highlights you may want to review:

The MyVoice Survey will open on July 6th, 2016 and closes on July 27th, 2016.

New and exciting questions

Results reported quicker

Each employee will be provided scheduled time to complete the survey while on

the clock

Access will be granted through a GPS Task

As always, the survey will remain a confidential process.

Have fun and be honest. Your feedback is always appreciated!

If you have any questions or concerns regarding the new MyVoice pulse survey,

please email Human Resources at wccc-mco-hr@walgreens.com

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The Corner: Lupus Awareness………………………... 4

Something Sweet……………………………………….. 6

Happy & Healthy @ Work……………………………… 7

Ben’s World……………………………………………… 8

How do YOU Enjoy Summer?.................................... 9

Upcoming Events……………………………………….. 10

NAME THAT BABY!.................................................... 11

Welcome to the Walgreens Family!............................ 12

2016 Red Nose Day—Special Review……………….. 13

Customer Care Operations—Orlando, FL

Stories and Articles written by:

Jennifer Diaz

Renee Ference

Jandy Maldonado

Edwin Martinez

Karen Tapia

Other Contributions by:

Ben Groft

Jason Seymore

Everlidys Vidal

Billye Williams

Sheilitha Williams

Created and Edited by:

Jason Seymore

CCO CORNER—Walgreens Orlando Newsletter: Contents

CCO CORNER—CREDITS

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What is Lupus?

Lupus is a chronic, autoimmune disease that can damage any part of the body (skin, joints, and/or organs inside the body). Chronic means that the signs and symptoms tend to last longer than six weeks and often for many years.

In lupus, something goes wrong with your immune system, which is the part of the body that fights off viruses, bacteria, and germs ("foreign invaders," like the flu). Nor-mally our immune system produces pro-teins called antibodies that protect the body from these invaders. Autoimmune means your immune system cannot tell the difference between these foreign invaders and your body’s healthy tis-sues ("auto" means "self") and creates au-toantibodies that attack and destroy healthy tissue. These autoantibodies cause inflam-mation, pain, and damage in various parts of the body.

Lupus is also a disease of flares (the symp-toms worsen and you feel ill) and remis-sions (the symptoms improve and you feel better).

For Renee Ference, Rph, this disease hits close to home. For her, May is Lupus Aware-ness Month and a chance for her to keep fighting for a cure.

“My mother was diagnosed with Lu-pus when I was two years old, so I don’t re-member a time where it hasn’t affected my life. I see her struggles with this disease dai-ly, and how she has gone from being an en-ergetic woman, to one who is on multiple medications and can’t remember things she did the day before due to the disease affecting her brain.”

What are the common symptoms of Lupus?

Because lupus can affect so many different organs, a wide range of symptoms can oc-cur. These symptoms may come and go, and different symptoms may appear at different times during the course of the disease.

The most common symptoms of lupus, which are the same for females and males,

are:

What you should know and how you can help

By Edwin Martinez, Renee Ference, & Jason Seymore

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Extreme fatigue (tiredness)

Headaches

Painful or swollen joints

Fever

Anemia (low numbers of red blood cells or hemoglobin, or low total blood volume)

Swelling (edema) in feet, legs, hands, and/or around eyes

Pain in chest on deep breathing (pleurisy)

Butterfly-shaped rash across cheeks and nose

Sun- or light-sensitivity (photosensitivity)

Hair loss

Abnormal blood clotting

Fingers turning white and/or blue when cold (Raynaud’s phenomenon)

Mouth or nose ulcers

Many of these symptoms occur in other illnesses. In fact, lupus is sometimes called "the great imitator" because its symptoms are often like the symptoms of rheumatoid arthri-tis, blood disorders, fibromyalgia, diabetes, thyroid problems, Lyme disease, and a num-ber of heart, lung, muscle, and bone diseases.

For more information on how to help, visit www.lupus.org

Source: www.lupus.org © 2016 LUPUS FOUNDATION OF AMERICA, INC.

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Something Sweet...

INGREDIENTS:

1 cup of peanut butter

2 medium ripe bananas

2 large eggs

7 tbs. of honey

(substitute agave nectar optional)

1.5 tbs. of vanilla extract

.5 tsp. of salt

1 cup of mini semi-sweet chocolate chips

DIRECTIONS:

1) Preheat oven to 400°F. Prepare mini-

muffin pan by spraying with cooking/

baking spray. Set aside.

2) Place the first 7 ingredients into a blender.

Blend on high speed until creamy and

smooth.

3) Stir in chocolate chips by hand.

4) Using a tablespoon, drop 1 tablespoon in-

to each cavity up to 3/4 of the way full.

5) Bake for 8-9 minutes or until the tops are

set and slightly springy. Use a toothpick to

check doneness in center of muffins.

Contributed by Billye Williams PR&A

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Shoulders & Arms*

@WORK! happy & healthy

Legs & Butt*

Cardio*

Sure, standing around isn’t exactly traditional exercise, but research

shows it’s got more than a leg up on sitting. After all, long periods of sitting

are linked to increased risk for diabetes, obesity, and cardiovascular dis-

ease, whereas standing significantly increases you daily caloric expendi-

ture. Stand whenever you can, and consider roping in other coworkers to

have standing meetings too!

Want to avoid elevator small talk in favor of elevating the heart rate?

Take the stairs! Accelerate on the straight-aways and take two at a time

every other flight for a real leg burn. But why just take the stairs at

work?! Make this a habit anywhere you go!

Trusty staplers are always guarded closely, especially the red ones.

Seated or standing, take the stapler in one hand with the palm facing up-

wards. Starting at the thighs, bend the elbow and curl the arm up towards

the chest, just like a regular dumbbell bicep curl. Pause momentarily and

then lower the stapler back down. Continue for 12-15 reps, then switch.

Don’t have a weighty stapler? Try using a filled water bottle or heavy

change purse (the vending machine can wait!).

Chest, Back, & Neck* Not recommended for board meetings (unless you’re really on the

fence). Simply raise both shoulders up toward the ears, hold for 5 sec-

onds, the relax. Repeat for 15 reps. Feeling unstoppable? Try advance

shoulder shrugs while standing and holding a paper ream in each hand.

Core* Go ahead, play with your wheelie chair (everyone wants to!). While seat-

ed in a chair with wheels, position yourself at arms length from a desk or

table and grasp its edges firmly with your hands. Next, engage your core,

raise your feet slightly off the ground, and pull with your arms until the

chair slowly rolls forward and your chest touches the desk’s edge. Then

roll back by pushing away, with the feet still raised. Repeat 20 times, or

until you burn holes into the carpet.

For more exercises, check out www.greatist.com/fitness/deskercise-33-ways-exercise-work *Please consult your primary care physician before performing any type of exercise

By Jason Seymore

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Employee Engagement

Every Day:

Give Us 5 or Tell Us Why!

At Walgreens, we recognize that to be a great company that provides each customer with an extraordinary customer experience at a great value, we need every employee to be engaged in the ownership of ex-ceptional service delivery. Thus, each of us has a responsibility to build this en-gagement every day. This doesn’t mean that we will never have issues to deal with or opportunities for improvement. It does mean that we actively seek out the opportunities for improvement, assess costs and benefits of the opportuni-ties, prioritize the opportunities, and take actions to continually improve. It means that each one of us participates in this process by recognizing opportu-nities, communicates the ideas, constructively considers the actions and efforts required to implement, and respects this great opportunity for mutual partici-pation. It is the freedom to participate in such a process and the responsibility of engaging in it that makes Walgreens a great place to work and will continue to be key to our success.

Employee engagement is assessed by a series of surveys throughout the year. Clearly we have work to do for everyone to feel fully engaged. Think about what it will take to rate each question with a 5 and let us know why we are not a 5. Communicate this constructively amongst your team and help us to be a 5 in every category. The next survey comes out in July. Give us a 5 or tell us why, and participate in the awesome opportunity, freedom and responsi-bility to make Walgreens the best company for its customers and employees.

Thank you for your engagement in our success!

Ben Groft CCO Orlando, Acting Site Director

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COVER FEATURE

How do How do How do YOUYOUYOU enjoy summer?enjoy summer?enjoy summer?

Summertime is officially here. School is

almost out with longer days and great weather

on the way. Summertime for our Walgreens Spe-

cialty Retail Support Center (WSRSC) team mem-

bers, this means FUN! Some of us are planning

vacations out of state, out of the country or just

planning on laying out on one (or several) of Flor-

ida’s beautiful beaches. We would like to high-

light, and maybe envy, what some of our peers

plan to do during this FUN time of year.

Most of our team members will be using

their Florida resident’s discounts to enjoy what

the “Sunshine State” offers in entertainment and

activities. Karen T. (PCC) will be using her annual

passes to enjoy the Crayola Experience and

LEGOLAND with her toddler. She says. “It’s just

too amusing to see your little toddler’s eyes light

up whenever you visit these places”. Entertaining

children during the summer months can be a

challenge. Our Lakeisha “Cocoa” G. (PCC), likes to

take her children to the Orlando Science Center

and also enjoys letting them get in touch with

nature at Wekiwa Springs. She states she likes

“finding educational things for them to do.”

Family is a big part of summer. Whether

you are going to the beach, out by the pool, go-

ing on a picnic or Barbecue, you will most likely

be surround by your loved ones. All of our team

members agree that their summer will be filled

with lots of family time. Manuel R. (PCC) and

family enjoy playing dominoes, video games and

everyone’s favorite—staying up late watching

movies.

Summertime can also be a time to get

projects done. Deborah G (PCC) will be doing

some home improvements. While Rome D. (PCC)

will be using this time auditioning throughout the

state for parts in independent films and plays.

Everyone at WSRSC is looking forward to

having a great summer. To kick things off we are

starting the summer with a little “healthy” com-

petition. From May 21st to July 14th we are doing

a weight loss competition proudly called the

“Health Nuts Challenge”. This is a cash prize com-

petition which will have 2 winners for most

weight lost in pounds and in percentage. With

Memorial Day and Independence Day coming up,

it is sure to be a challenge. So, please wish us

luck. Have a fun, relaxing, safe, healthy, and did

we say fun, summer!

By Jennifer Diaz, Jandy Maldonado, & Karen Tapia

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July 2016July 2016July 2016 Sun Mon Tue Wed Thu Fri Sat

1 2

3 4

Independence

Day!

5 6

Survey Opens

7 8

Self-Rating

Performance

Reviews Due

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10 11 CCO Team BBQ!

(Tentatively)

12 13 14 15 16

17 18 19 20 21 22 23

24 25 26 27

Survey Ends

28 29 30

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All Month:

Back To School Drive

Short Passes (wear shorts for $1.00) - proceeds to the American Heart Association

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NAME THAT BABY!

BABY: A

BABY: B

BABY: C

Could it be…?

A) Izzy Acevedo

B) Eric Diaz

C) Javier Berrios

D) Robert McSpadden

Could it be…?

A) Summer Sison

B) Mourad Khalfaoui

C) Mohammed Zoheb

D) Quinten Simmons-Johnson

Could it be…?

A) Stephanie Williams

B) Gwen Marshall

C) Sheilitha Williams

D) Nailah McKever

Want to take guess? Send an email to Want to take guess? Send an email to

jason.seymore@walgreens.com with jason.seymore@walgreens.com with

your answers to all three babies! your answers to all three babies!

Get them right to get a prize!Get them right to get a prize!

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Welcome to the

Family! At Walgreens CCO and Specialty Orlando, we work with the most fantastic people! Whenever a new member

is added to the family, it is important to greet them with open arms and a big smile. Here are some of the

newest additions to the Walgreens Family! If you see them in the halls, or join them for lunch, help them feel

welcome by saying hello!

Say “Hello” to Carinette Gonzalez-Flores! PCC Clinical Customer Care

Advisor. Carinette has been working at Walgreens CCO/Specialty since No-

vember 2015. Some of her favorite hobbies include dancing Salsa, hanging out

with friends, and taking her niece's to the park. The best part of her job is be-

ing able to help all of the patients that she interacts with everyday.

Be sure to give a shout out to Carinette! Maybe she could teach us how to

Salsa?!

Let’s give a big welcome to Diana Bianchi! PCC Clinical Customer Care Advisor. Diana has

been working at Walgreens CCO/Specialty since November 2015.

Some of her favorite hobbies include laying by the pool, visiting one of

Florida’s amazing springs or spending time at the beach. Diana and

her family LOVE the sun! When Diana is not busy soaking up the sun,

she can be found delivering customer service and interacting with

patients, which she says the best part of her job here at Walgreens

CCO/Specialty is “when a call ends with a satisfied customer.”

Surf’s up, Diana! Welcome to the family!

Walgreens CCO/Specialty Orlando would like to introduce Jeffrey Martinez! Jeffrey is a

HCC Customer Care Advisor and has nearly completed his first year with Walgreen’s! Jeffery has

been working for Walgreen’s CCO/Specialty since August 2015. When he is not on the phones

providing service to Walgreen patients, he enjoys swimming, working

out, and listening to some tunes. For Jeffrey, the best part of his job is

talking to people. He loves being able to help others and make a

difference in their lives. That’s how to “Live It!”

An all around nice guy, so don’t be shy and say “hi!”

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SPECIAL

REVIEW

On May 26, 2016—Walgreens, along with

numerous other sponsors and supporters, com-

menced the 6th annual Red Nose Day Special.

The event was a HUGE success and together

raised over $31.5 million towards the fight

against childhood hunger, poverty and juvenile

health concerns all over the world.

The event featured a star-studded list of celebri-

ties, musicians, sports icons, and more who

worked hard to provide two hours of funny

jokes, skits , and performances along with heart-

felt stories and experiences they have encoun-

tered while creating awareness for the serious

problems that millions of children face everyday.

Jack Black, known mostly for his wildly sarcastic

antics onscreen, shared an update about a boy

from Uganda named Felix, who struggles every-

day just to find food. Felix’s nights are spent

sleeping on the ground with a rock for a pillow in

the middle of a busy bus depot. His mother is

deceased and the whereabouts of his father are

currently unknown. His only wish is to be able to

learn and have an education. The story had origi-

nally showed during last years Red Nose Day

Special and touched the heart of millions.

A year later, it is with all smiles that the once

hungry and lonely boy from Uganda is now

attending school and is being cared for by foster

parents who make sure that he has everything

he needs to be successful in life. Updates like

these are a testament of the impact on the lives

of these

children

made possi-

ble through

the dona-

tions from

thousands

of people

across the

world.

Every cent that is collected go towards food for

starving children, as well as, medical supplies and

services for children in underdeveloped coun-

tries. Funds are also aiding in providing children

with access to education. When something like

education, which is taken for granted by so

many, becomes a lifeline for those less fortunate,

it gives them the opportunity to better them-

selves. This means that they will be able to be-

come contributing members of their communi-

ties and help pave the way for a better life for

others.

Red Nose Day 2016 was a huge success and full

of great entertainment. All for a noble effort. If

you happened to have missed the program, not

to worry! Head on over to nbc.com and type in

“Red Nose Day 2016” to watch the special in it’s

entirety.

Jack Black with Felix talking about his situation.

COVER FEATURE

By Jason Seymore

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Orlando CCO and Specialty get SERIOUSLY SILLY Orlando CCO and Specialty get SERIOUSLY SILLY for RED NOSE DAY 2016!for RED NOSE DAY 2016!

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THANK YOU THANK YOU

FOR READING!FOR READING! Our contributors and editors would love to hear what you think about the newly

redesigned and updated CCO Newsletter! We appreciate any suggestions so that

we can continue improving the CCO Corner. Please email story ideas, sugges-

tions, or questions to Jason Seymore at jason.seymore@walgreens.com

See you next month!

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Be One I know that Walgreens must deliver and I align my daily action with others to make it happen

Be Real I am open, honest and respectful in my words and actions everyday

Be Bold I demonstrate courage in everything I do to create the future of Walgreens

Build Trust I listen, seek to understand and always assume positive intent

Love Customers I engage with customers and passionately innovate to exceed their needs

Own It I constantly ask, “What else can I do to achieve our results?” and refuse to blame others

Live It I help people get, stay and live well