Waste Management, Inc. (WM)

Role Description Concurrently manages multiple projects that impact all areas of the organization. Primary function is to ensure that projects are completed on time and to the scope of work required. Is a leader within the organization who is responsible for development and training of Project Specialists as well as setting the tone within the department for continuous improvement and market-leading solutions for strategic customers. - Work with WM Strategic Business Solutions systems to perform analyses on large, complex data sets. - Conduct analysis of findings and provide strategic insights, hypotheses, actionable recommendations and conclusions based upon findings to managers and leadership. - Perform data profiling and root cause analysis to identify and understand anomalies. As appropriate, work with management and IT to address these issues. - Effectively use data visualization, in summaries and/or dashboards, to enhance translation of data and findings in brief and intelligible formats. - Drive report automation while developing procedures and standards for obtaining and analyzing the data. - Address inefficiencies to improve daily functions and providing enhancements to existing processes and tools. - Work with all members of the WM Strategic Business Solutions to help develop new processes and tools. Qualifications - Bachelor's Degree (accredited) in Business, Accounting, Environmental Sciences, Project Management or other industry-related field, or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant work experience. - 3 years of previous business analytics experience with responsibility in project/business management and/or environmental/sustainability or services industry. - Experience with Excel macros and reviewing large data sets. Requirements - Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. - Repetitive Motions, Eye/Hand/Foot Coordination, Sitting, Talking and Hearing. - This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. - The expected base pay range for this position across the U.S. is $67,800 - $99,025. - This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. - This position is eligible for incentive pay. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

Role Description This position is remote and will support the Southern Tier. Partners with Industrial Sales team to drive industrial and hazardous waste sales revenue growth. Provides customer service and support for internal and external customers. Applies technical knowledge to consult with existing and potential customers on transportation and disposal options. Leads process change initiatives and contributes to the onboarding of new employees. Assists with daily leadership and acts as subject matter expert for other Representatives. Essential Duties and Responsibilities - Assists customers in developing transportation and disposal options for the management of industrial and hazardous wastes. - Applies technical knowledge to assist customers with testing parameters and proper completion of profiles, manifests, and appropriate forms. - Processes profiles, contracts and credit requests, schedules pick-ups, resolves billing inquiries, and resolves customer issues. - Develops economic and practical solutions for customers using competitive pricing tools. - Develops customized proposals and prepares correspondence. - Effectively utilizes, coordinates, and cultivates relationships with internal and external customers. - Contributes to the achievement of the assigned territory revenue goals for the Industrial sales teams. - Maintains and builds upon existing customer relationships through active account management and retention including the administration of profile renewals, regulatory updates, and new service offerings. - Leverages existing customer relationships to identify new waste stream opportunities. - Drives new opportunities through the use of written correspondence, collateral materials, email, and phone calls. - Provides leads to account managers and program managers using WM sales management tools. - Conducts effective probing of inbound customer calls to identify the proper methodology to “close” the customer. - Assists account managers with receivables and collections issues. - Handles inbound customer calls and referrals from account managers. - Delegates data entry, manifest preparation, filing, and other basic administrative tasks to Industrial Sales Coordinators. - Performs special projects and other duties as assigned by supervisor. - Trains and mentors new and existing Technical Service Representatives and Industrial Sales Coordinators. - Prepares material and conducts training sessions for non-TSC employees (i.e. Hauling Division, Sales team, Billing Clerks, and Landfill Scalehouse Clerks). - Supervises Technical Service Center in TSM’s absence. - Monitors real-time contact handling performance and proactively reacts to service delivery issues. - Leads team huddles and team meetings. - Subject matter expert on the floor utilized by team for answering questions and gathering team feedback. Qualifications - Must live and work in the US. - High School Diploma or GED (accredited). - 3 years industry experience (in addition to education requirement). - Applicable regulatory training. Physical Requirements - This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. Pay The expected base pay for this position across the U.S. is $53,770. This represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for commission. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

Role Description The Customer Experience Supervisor is responsible for overseeing the daily operations of the customer service department, providing leadership, support, and development to staff. This role involves managing personnel needs, including hiring, training, coaching, and evaluating employees, while contributing to decisions on termination, compensation, and promotions. The supervisor monitors and enhances customer service performance by analyzing feedback, identifying process improvements, and implementing strategies to meet or exceed service goals. Additional responsibilities include: - Enforcing company policies - Mentoring team leads - Developing training programs - Managing call center schedules - Resolving escalated inquiries - Compiling reports - Analyzing budgets and financial data - Ensuring operational efficiency and customer satisfaction Preference to hire from within the current WM CE Team. Supporting Eastern & Central time zone market areas. Essential Duties and Responsibilities - Provides day-to-day management and support to customer service staff. - Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. - Provides input into termination, compensation, and promotion decisions. - Monitors and evaluates customer service performance. - Identifies operational issues and process improvements, and implements strategies to improve performance. - Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal. - Evaluates customer feedback through various channels. - Identifies process improvements and implements performance improvement mechanisms. - Communicates and enforces company policies and procedures. - Develops and implements customer service performance standards. - Mentors Lead Customer Service Representatives. - Determines training needs and establishes programs. - Compiles all customer service reporting requirements. - Develops and analyzes budgets, reports, and financial data. - Investigates and resolves escalated customer service inquiries. Supervisory Responsibilities - Direct supervision of 18 full-time employees. Qualifications - Education: High School Diploma or GED (accredited) - Experience: 5 years of relevant work experience - Call center or customer service experience and supervisory/management skills required. Requirements - Must live and work in the US. - None required for certificates, licenses, or registrations. Work Environment - Normal setting for this job is: Remote/ Supporting Eastern & Central time zones. - The expected pay range for this position across the U.S is $65,700 - $83,800K. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. Company Description WM is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company provides collection, recycling, and disposal services to millions of residential, commercial, industrial, medical, and municipal customers throughout the U.S. and Canada.

Role Description The primary objective of this role is to execute the onboarding of strategic accounts across all areas. The Customer Success Manager is responsible for building the initial relationship with the client while overseeing onboarding activities and managing communication between the company and the client. The role ensures a complete and successful onboarding before transitioning the client to their permanent account team for ongoing support. - Work directly with customers and internal stakeholders to ensure timely, accurate, and complete execution of complex implementation project plans. - Serve as an internal and customer-facing subject matter expert on implementations and impacts of non-standard use cases. - Provide practical guidance on operationalizing processes, data flows, and regulatory impacts; lead client trainings to optimize engagement. - Partner with functional teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement. - Build and sustain strong relationships with clients during the implementation phase, acting as a strategic advisor by understanding their objectives and challenges; transition relationship to the account team post-implementation. - Lead meetings with customers and internal stakeholders, document and manage action items, and ensure timely execution of project plans. - Engage across the customer’s organization and work cross-functionally to identify opportunities and risks around timelines and business processes; present recommendations and solutions. - Act as a client resource to escalate and address implementation activities, including issue resolution. - Accountable for onboarding analytics and reporting, including customer access, ensuring all information is current, and referencing dashboards during engagements. - Ensure all internal and external data inputs are accurate for successful implementation. - Partner with Billing to confirm billing definitions and ensure first invoice accuracy. Qualifications - Bachelor's Degree in Project Management, or a related field; or in lieu of degree, High School Diploma GED (accredited) and 4 years of relevant work experience. - 7 years of related work experience (in addition to education requirement). - Ideally looking to hire from within the SBS team. Requirements - Must live and work in the US. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

Role Description Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route for residential, commercial and roll-off lines of business. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers that includes Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to manage same day ticket routing as well as preparing all routes for the next day. Shifts vary with the potential for overtime and Saturday hours depending on each Market area dispatch center needs. Some travel (up to 15%) may be required to work face to face with sites dispatcher is responsible for. Essential Duties and Responsibilities - Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and customer satisfaction. - Works with sites and the service department to optimize routes based on needs of the customer. - Determines the daily level of driver staffing to provide best mix of responsiveness and productivity. - Assigns routes and service tickets to appropriate drivers throughout the day and for the next day; manages and determines route actions and assuring route completion. - Handles fields incoming calls and e-mails from customer service and sales department; manages requests for all pick-up or delivery on any container movement within the Market area. - Initiates communication to customers while drivers are on-site/location, resolving pick-up and other issues delaying the service. - Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues. - Ensures same-day service on missed pick-ups by managing the routing for all routes and tracking driver movement in the field. Qualifications - Education: High School Diploma or G.E.D (accredited). - Experience: Six (6) months of relevant work experience working in a team setting, with the ability to communicate to several areas effectively. - Multi-tasking in a fast-paced work environment with excellent organizational skills. - Computer skills with ability to handle multiple monitors, programs and systems. - Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices. - Must have the desire and ability to learn WM proprietary software applications. Work Environment - Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday. - Normal setting: Home office with reliable internet connection and a quiet workspace. Pay The expected base pay range for this position across the U.S is $21.47 - $23.00 hourly. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

Role Description Remote position to include virtual training! Dispatch experience and flexible schedule needed! Multitasker with a sense of ownership will thrive! A true team player with integrity and strong communication skills is a great fit! Shift:   Wed:  4am - 11:45am CT Thurs - Sat: 4am - 3:15pm CT Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, including customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to enter ticket information and track activity. Shifts vary with the potential for overtime and Saturday hours depending on particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts. Qualifications - Education: High school diploma or G.E.D. (accredited). - Experience: Six (6) months relevant work experience. - Computer skills with ability to handle multiple programs and systems. - Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices. - Must have the desire and ability to learn Waste Management proprietary software applications. Requirements - Works with routing specialists, route managers, and the service department to optimize routes. - Dispatches drivers to calls as they are received, using information on customer needs, drivers' locations and loads, and daily factors to balance cost and speed of response. - Fields incoming calls from customers, and e-mails from customer service and sales department; managing requests for pick-up or container delivery and ensuring same-day service. - Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues. - Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues. - Assists in determining daily level of driver staffing to provide best mix of responsiveness and productivity. - Records and documents information from Drivers and distributes to appropriate departments. - Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues. Benefits - The expected base pay rate for this position across the U.S. is $20.00 - $22.00. - Each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. - Stock Purchase Plan, Company match on 401K, and more! - Paid Vacation, Holidays, and Personal Days. - Please note that benefits may vary by site.

Role Description Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to enter ticket information and track activity. Shifts vary with the potential for overtime and Saturday hours depending on particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts. Essential Duties and Responsibilities - Works with routing specialists, route managers, and the service department to optimize complex routes. - Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and speed of response. - Fields incoming calls from customers, and e-mails from customer service and sales department; manages requests for pick-up or container delivery and ensuring same-day service. - Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues. - Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues. - Records and documents information from Drivers and distributes to appropriate departments. - Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues. - Serves as point person for manager, coordinates projects and other tasks as necessary. - Delegates work in manager's absence. - Serves as an escalation point for other Dispatchers in the department. - Trains new Dispatchers. - Can be asked to cover all lines of business (Commercial, Residential, Roll-Off), multiple sites etc. within an area. Qualifications - High School Diploma or G.E.D (accredited). - 2 years Minimum of previous dispatching experience (in addition to education requirements). - Additional or specialized training in transportation, logistics, or similar area of study preferred. - Customer service experience in a call-center environment preferred. - Computer skills with ability to handle multiple monitors, programs and systems. - Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices. - Must have the desire and ability to learn Waste Management proprietary software applications. Work Environment - Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday. - Normal setting for this job is a home office setting with reliable internet connection and a quiet workspace. Pay The expected base pay rate for this position across the U.S. is $22.00. This pay rate represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. Benefits - Medical, Dental, Vision, Life Insurance and Short-Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

Role Description This role is remote and not required to be in the office; however, this position requires that the candidate lives within 50 miles of the Phoenix business unit. The Representative, Digital Sales Support is responsible for facilitating live Chat interactions to guide customers in completing a SMB sale while navigating the WM Web Portal. This role advises and counsels prospective customers through: - Phone conversations (outbound/inbound) - Email - Chat technology - Other channels to potential clients Key responsibilities include: - Personalizing interactions with potential new customers and answering web portal navigation questions efficiently. - Providing information and options to online customers to assist them in finding the service solution that meets their waste/recycling disposal needs. - Aligning WM products and services with customer needs, proposing compliant solutions, and increasing profitability and customer satisfaction through consultative selling skills. - Resolving challenging customer requests and collaborating with Inside Sales Reps/leadership to resolve all customer escalations or issues. - Using WM sales productivity software tools accurately and consistently (i.e., Salesforce, Chat, conquer, Ambition, pricing tools, etc.). - Preparing reports as needed and/or handling general administrative duties as appropriate. - Using authorized systems to gather information, provide information, and/or update customer records. - Being technically savvy with a high understanding and use of digital products to drive client results. - Building relationships with buyers within key accounts for sustained and repeatable transactional execution. - Researching aspects of the waste and environmental services business. - Closing prospective customer sales using knowledge of WM services. - Leveraging existing customer relationships to identify new waste stream opportunities. - Correcting errors for setups and service changes as needed. - Working to understand customers’ needs, issues, and requests. - Working with technical/operations staff to proactively address customer needs. Qualifications - Bachelor's Degree (accredited), or in lieu of degree: High School Diploma or GED (accredited) and 4 years of relevant work experience. - 2 years in customer service (in addition to education requirement). Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site. Company Description WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company provides collection, recycling, and disposal services to millions of residential, commercial, industrial, medical, and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics, and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. - Largest disposal network and collection fleet in North America. - Largest recycler of post-consumer materials. - Leader in beneficial use of landfill gas. - Growing network of renewable natural gas plants and the most landfill gas-to-electricity plants in North America. - Fleet includes more than 12,000 natural gas trucks – the largest heavy-duty natural gas truck fleet in the industry in North America.

Role Description Responsible for managing and leading in-depth and complex workplace investigations, as well as managing outside consultants and assisting in the training of other Investigators. - Manage external investigations vendor, acting as the point of contact for all needs and ensuring adherence to guidelines and delivery of a high-quality product. - Onboards new team members. - Mentors and fosters growth of peers and others in partnership with Investigations leadership. - Maintains an accurate, up-to-date database of union contracts and related requirements to support investigation process. - Serves as a SME for investigations involving union-represented employees. - May lead skill-building sessions for investigators and/or assist with training. - Assists team leadership with identifying patterns and trends across the organization. - Identifies opportunities to enhance investigative processes, tools, and standards to increase efficiency and assists team leadership with implementation of process improvements. - Investigates high-level workplace complaints, including but not limited to discrimination, harassment, hostile work environment, and retaliation. - Conducts complex analysis and produces high quality written investigation summaries and reports; generally working independently, partnering with appropriate personnel throughout the investigative process. - Follows established investigation and case management procedures. - Meets established timelines and treats all individuals engaged in the complaint process with sensitivity and respect. - Gathers and secures relevant evidence and documentation. - Keeps detailed, consistent, and accurate records in electronic database for periodic production of metrics. - Maintains timely communication with all involved parties and key stakeholders. - Able to work within a matrixed and complex organization and manage conflict and competing priorities. - Maintains the highest degree of confidentiality and sensitivity for all issues. Qualifications - Advanced knowledge and understanding of employment practices in one or more of the following areas: employee relations, labor relations, employment laws and regulations, and workplace investigations. - Problem solving capabilities, strong analytical skills and the ability to react quickly and discreetly in sensitive situations. - Excellent interpersonal, written and oral communication skills, including active listening skills. - Demonstrates professionalism in voicing perspectives and offering constructive feedback. - Ability to build relationships and credibility with key stakeholders. - Ability to foster a positive, solutions-oriented, and collaborative team environment. - Ability to model behaviors aligned with change resilience and a developmental and growth mindset. - Ability to locate and identify essential information. - Ability to work independently and collaboratively as a team. - Excellent time management skills, including the ability to balance caseload with other duties. Work Environment - Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday. - Required to exert physical effort in handling objects less than 30 pounds rare. - Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rare. - Required to be exposed to physical environment which involves dirt, odor, noise, weather extremes, or similar elements rare. - Normal setting for this job is: office setting. Pay The expected base pay range for this position across the US $96,700 - $144,440. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. Benefits - At WM each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. - Stock Purchase Plan, Company match on 401K, and more! - Paid Vacation, Holidays, and Personal Days. - Please note that benefits may vary by site. Equal Employment Opportunity WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

Role Description The SBS Resource Management Team Lead position collaborates with a team of Analysts to meet overall contact center objectives and enhance the customer service function to exceed all customers' expectations. The Team Lead supports the contact center by providing ongoing assistance to contact center representatives, oversight of real-time performance, and reporting of metrics. - Provides daily guidance and assistance to contact center representatives - Helps to support ongoing training to new hire contact center representatives - Handles customer escalations that may require deviation from standard screens, scripts, and procedures - Oversees real-time performance of site and queue management - Monitors calls or emails and provides feedback as necessary to ensure quality standards are exceeded - Expedites sensitive operational issues and makes appropriate decisions to inform a supervisor or takes independent action if necessary - Maintains proficiency in customer service functions and, when volumes dictate, assist in responding to customer inquiries - Acts as a liaison between call center representatives, supervisory staff, and other departments - Performs administrative duties as requested - Actively participates in key departmental and divisional initiatives when called upon - Manage a team of resource analysts to organize, lead, and develop to ensure meeting work standards Qualifications - Education: High School Diploma or GED (accredited) - Experience: 2 years of customer service experience with a minimum of 1 year as a WM customer service representative - Experience: 1 year or more in Resource Management as an Analyst Preferred - Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing - No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status - Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve-month period - Proficient in MS Office - Strong keyboarding skills and words per minute - Professional verbal and email communication skills - Excellent verbal, written and analytical skills - Computer skills - MS Office - Typing Skills - Professional phone and email etiquette - Ability to multitask - Ability to react well under pressure and treats others with respect - Identifies and resolves problems in a timely manner - Prioritizes and plans work activities - Focuses on solving conflicts and listening to others without interrupting - Be punctual at work - Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards - Balances team and individual responsibilities and helps build a positive team spirit - Adapts and able to deal with frequent changes in the work environment - Able to manage difficult or emotional customer situations and responds promptly to service requests to meet customer commitments - Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner Requirements The expected starting pay range for this position across the U.S. is $26-29/hr. This represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability - Stock Purchase Plan - Company match on 401K - Paid Vacation, Holidays, and Personal Days