Edwin Montegrande — VA Performance Review

Prepared May 26, 2026 · Seaside Premium Stays · Confidential

Overview & KPIs

Daily Call Trajectory

Email Volume Per Day

Week in Review: May 19 – May 26

The 5/18 mid-shift gap was already addressed in a prior meeting. This section covers the week after that conversation — what happened once expectations were reset.

Granular Activity Analysis

Data sourced from VA Daily Summary sheet and Activity Log timestamps. Cross-referenced with Discord reports and Gmail audit.

Email Audit & Discrepancy

Process & Operational Issues

Contact: ___
STR: yes/no/maybe
Asked for: email/proposal/call back
Blocker: ___
Shaz action: ___
Follow-up date: ___
Email sent: yes/no, from ___

Payroll & Rate History

Shift History

Action Items for Meeting

1. Address today (5/26): 28 leads, 50-min silence, 1.6 hrs active
   Open with: "Walk me through your morning today." He logged in on time but only worked 1.6 hrs, had 62 min of unlogged gaps, and was unresponsive for 50 min when you tried to reach him. This is the freshest data point — lead with it.
2. Confront email count discrepancy — the trust issue
   Show him: "You reported 12 emails on 5/19 and 10 on 5/20. Gmail shows 2 on each day. Where are the other 18?" Don't accuse — ask. Then implement the proof-fields standard for every Email Sent row. This is the most serious finding.
3. Address the 2-hour gap (5/18)
   Ask Edwin directly: "Walk me through 1–3 PM on Sunday the 18th." Let him explain before asserting. The data is unambiguous — zero sheet activity for 2h11m beyond declared lunch.
4. Review a recorded call together
   Pull a Grasshopper voicemail or recorded outbound call. Play it during the meeting and critique live — tone, pitch structure, ask quality. This shows you're listening to actual calls and gives Edwin concrete coaching, not just data. Also demonstrates that call quality matters, not just volume.
5. Set minimum hourly call rate expectation
   His baseline is 13–22 leads/hr. Even with the shorter part-time shift, 100 calls/day in 6 paid hours requires ~17/hr. Make this explicit: "I need to see at least 15 leads/hour during active calling time."
6. Implement "Needs Shaz" handoff standard
   Currently Edwin flags leads well enough to say "look here," but not consistently enough for Shaz to act immediately. Walk through the template (Contact / STR / Blocker / Shaz action / Follow-up / Email sent). The goal: every positive lead should be closeable from the sheet alone without hunting through Discord.
7. Fix the email signature — update phone number
   Old Dialpad (813) 761-8429 is dead. Replace with Grasshopper (813) 669-0075 in the email template immediately. Every email sent since 5/20 has a dead callback number.
8. Follow up on Visconti / Tonti Properties lead
   Tyler Watkins replied May 20 with corporate housing requirements. 6 days cold. Shaz should reply directly — this is a closeable lead that slipped through the cracks.
9. Set break log accountability
   5/25 and 5/26 have zero break entries. 5/19 has copy-pasted times from 5/18. Break log is mandatory — every gap over 5 min gets logged. Make clear: unlogged gaps = unaccounted time = pay review.
10. Add email hygiene metrics to daily pulse
    "Email Sent rows missing follow-up date: N" and "Need to Email rows still open: N" — nudge cleanup before creating more volume.
11. Implement holiday awareness in bot pulse
    Before the next US holiday (July 4), add a holiday calendar. Suppress call targets on holidays. Default to "calls paused" if Shaz hasn't confirmed by Edwin's start time.
12. Fix Grasshopper inbound routing
    During Edwin's shift hours, inbound calls should reach him live. Contact Grasshopper support about international forwarding to PH if needed. Voicemail-first outside hours is fine.
13. Get W-8BEN signed + draft ICA
    3 weeks in, no W-8BEN on file. Without it, you're technically supposed to withhold 30%. Get it signed this week. ICA (Independent Contractor Agreement) also protects against misclassification claims.