Cindy is a tall lady with short blonde hair. Anyone she meets immediately notices her friendly smile. Her green eyes cannot hide how she cares for other people. Cindy stands strong in her faith in the Lord. When a person is looking at her, he or she can see just how bright her personality shines because of her faith.
Patrick Lavilla: Hi Claudia, tell us a little bit about yourself and your role in the Heads Up America Campaign.
Jean is a care worker in a residential care home. Her job is to provide care for the physical, social and emotional needs of the residents she works with, as well as liaising with a variety of people who are linked with the residents.
Rochelle is committed to the invoicing needs of clients, prioritizes her workload effectively and works steadily to complete her assigned work. She is efficient, thorough, meets SLA deadlines and rarely makes a mistake. Rochelle’s ability to produce high quality work makes her a highly valued member of the billing team.
This is Pam’s third week on the phone and she does a decent job with the verification & order protocols, only having a few inconsistencies. She is kind with the callers, but she needs to be mindful of her interjections for call control. Pam can show improvement with saying the opening script once the call has been answered, accessing & searching information quicker, and capturing accurate station information. Also she needs to work on using the phonetic spelling more often.
La Tayna easily connects with callers and is personable and polite. She works in the late afternoons and doesn't always keep up with new procedures and protocols. Her last call monitoring showed that she wasn't familiar with the new look up procedure and when confronted she admitted she didn't have a clue and was greatful for the instructions. She does great at accessing the needs of the caller quickly and is familar with resources, however she's not consistently repeating and capturing the NAPE correctly. She need to stick to the script provided and not improvise her own version. She sounds genuine and compassionate with callers and comes across like she's there to help them. Overall, she a good agent that can improve by engainging in her
Debroah does well with capturing the NAPE and following a script, however this comes at a cost many times to the caller. She will interrupt and phrase words that come across rude at times. She has been brought over to training to listen to one call imparticular and did apologize for her rude behavior. Deborah needs to listen to her her callers and not have a tunnel vision of capturing the information and not letting anyone disrupt that path. She has had a couple of q.c. errors on protocols as well. She has a good heart and wants to do well, but she must learn to develop kind customer service skills in any situation that she faces. Overall, she is a good agent.
In Chapter One, it discussed psychology’s roots and big ideas. In the first section of the power point that explained about how psychology came to be, Sigmund Freud’s contribution to Psychological Science sparked my interest. I have conducted my own research on him just two years ago for a project in the eighth grade and learned much about his personal life. I also recall in your last lecture, you mentioned how he interpreted dreams as representations of what our sexual desires and urges were. The slide on psychology’s current perspectives attracted my attention as well, more specifically the perspectives on behavior genetics, social-cultural psychology, and psychodynamics. Psychodynamics’ focus is how behavior comes from unconscious urges,
Whether working in the Minicenter or completing Center work assignments, Geri consistently receives high ratings on comments sheets. Samuel Wagreich wrote, “Geri was fantastic. Very attentive and not hesitate to reach out with questions. Good attention to detail.” She also establishes good rapport with attorneys as indicated in a comment from Kathleen Ferrell, “I had a very good experience with Geri and am
Melia strongest attribute is her ability to connect with callers in a personable manner that makes them feel comforted. She is always respectful and kind and truly has a heart to want to help each caller. Melia needs to improve by following the scripts. She makes up her own version and will go out of order. For an Encouraging Word prayer call, she gave a lady the daily devotional and she never asked for it. She also gave her the prayer resource and didn't mention it to the caller. On a TCT call, a gentleman was looking for something that was on TBN and because he couldn't find it, Melia gave him a free devotional, yet never told him he'd be receiving it. She doesn't follow the script for the NAPE and had difficulty with listening to the callers,
Carol, you regularly support clients and coworkers with prompt, competent, and professional assistance while conveying a friendly and receptive demeanor. You are quick to answer incoming phone calls, respond to email requests, and promptly acknowledge individuals entering our unit; this responsiveness results in strong, effective, and productive work relationships. In situations with the potential to create conflict or division you remain professional and respectful at all times.
Zandra provides kind customer service and does well with providing the caller information in a timely manner. She can improve by providing better quality notes that accurately represent the call. She also need to consistently repeat back the NAPE with spelling. She had some q.c. issues with capturing orders incorrectly and needs to pay attention at all times to avoid these errors. Overall she's an average agent.
Per your request, below are my findings from monitoring LaGwenda’s prayer calls today. I started at the prayer script location and from the information Joe had given regarding her tone being somewhat monotone, I can see how this could be perceived. I think she does an okay job, but what is really lacking is the heart. LaGwenda is only using the general prayer script and she does not always put heart into it, so it can be perceived as monotone. She needs to utilize all prayer scripts when callers only have one specific prayer need.
Cindy is the director of human resources. She has been a working member of the
Christine will be responsible to coach and mentor the other new hired shop assistant, service customers, keep tract inventory/replenishment and report customers’ comments/complaints to Lydia for ensuring corrective action be taken.