Nt1330 Week 1 Case Study Part 1

Henrietta is doing very well with accessing the needs of the caller in a timely manner. She needs to slow down her speech and take a little extra time to listen to the callers. Henrietta is usually receptive to critisism and wants to do an excellent job. She has always been respect and apoligetic when she's made an error. She follows the protocols and procedures, but needs to give more attention to info pages for answering callers questions. Overall she's an excellent agent.

Overall, Bridgette Hovis has a sweet tone. She is respectful to callers, supervisors, and agents. Bridgette tries to meet the need of her callers quickly and is not afraid to ask supervisors for help. She receives critque and close supervison well. Bridgette is often late for her scheduled shift due to personal needs with her children. I often pray with Bridgette and encourage her to continue to be positive in the spite of the situation she may be facing. She remembers her passwords and badge each shift. I would like to see Bridgette work on her perfessionalism in the work place more and I think she will become more professional in the work place over time. Bridgette can multi-task well and loves when she helps people meet their need. She

Alisha’s strengths are revealed when she is working with a difficult taxpayer. She shows empathy, understanding, uses a soft voice and listens intently. She uses these skills to assure the taxpayer that she is willing to be their advocate. Additionally it shows she is comfortable in her abilities to process the information heard and apply it to whatever she is to accomplish. Alisha’s ability to listen has many times helped with the RETR program and finding additional important information needed. Her desire to know more of the processes of the programs we offer, qualifications, and how they work will help her to achieve even more in her position. Alisha is dependable and always an employee I can call to assist in any area including the branches.

Melinda does an exemplary job as the supervisor of QA. She organizes all the unit's work to meet the assigned goals and schedules. She is a team player who works well with her QA specialists, while taking full responsibility for the result of her team's work. She makes sure her team is all on line as to what is expected of them and she supports their decisions in the field and helps them meet thweir deadlines and goals even when issues arise.

She describes herself as fun, friendly, and hardworking. She said some of her strengths are she can get along with almost anyone and she likes to work with lots of different people.

Twenty-five years ago RaLane started her career part-time in the All State Road and Service Group. Six months later she transitioned to Customer Service Sales where she worked in authorizations and on the phones. During her time at Citi she has worked in various departments such as Credit doing sales authorization, applications, credit AOD, account disputes and resolution for Customer Service. She’s worked in support, paper, worked reports and dispute accounts as well.

Colleen demonstrates building credibility and trust when working with others. An example of this is working with Kathryn Kent from Brand on the AquaReserve project. This project required coordinating with other and providing timely feedback. Colleen was trusted to work on this while Kathryn was going to be out of the office for ten days. The project was completed ahead of time.

Geri has excellent skills and proficiently works in all software utilized in the Department. Geri readily accepts all assignments. Geri works well will attorneys and attorneys are confident in her abilities. One attorney’s comment, in particular, is a testament to her abilities: “Geri did an amazing and very accurate job with a complex task. I could not be happier with her performance.” Geri is cooperative and adapts well to changing work priorities. Geri is punctual and arrives ready to work. She properly completes paperwork. Geri is often assigned to work in the Distribution Center and adequately handles all necessary responsibilities. Her efforts in this regard are much appreciated.

As you can see, we enjoy that Elizabeth as an individual and appreciate her work ethic very much. She has part of our chosen family and from my experiences I know that Elizabeth has many wonderful assets that she will bring to your facility; She will do all her tasks with pride and more importantly with a caring and loving heart.

Laura Marple is a strong agent. She works fast and is great at multi-tasking. She is always pleasant and respectful to management and her fellow coworkers. She always has a smile in her voice and on her face. Laura is not as strong with getting to her shift in a timely manner. This would be her weakest point and this tends to put us at a loss many times. When Laura gets to work she is late and it takes her a great deal of time getting to her seat and getting logged into the system and getting ready to take calls. I would have scored Laura higher in the area of Reliability but for the issues listed above. This really puts the shift at a disadvantage during the high call volume hit times. Other than this area Laura is a great agent and is

Treva submits her Delta, and Expense reports in a timely manner each month. She demonstrates that she has good organizational, time management, and work habits. She is still learning to follow the policies and procedures of the department. Treva has adequate leave time, She has not been tardy, or had any unscheduled absences since she started with the agency. She keeps her supervisor informed of any work related issues. Treva is always arrive timely to work. She is prepared for conferences, meetings and training. She is always professional, and respectful of

Christina has strong communication and provides a level of underwriting expertise and professionalism to customers and internal

She taught me many disciplines that I realized I need to work on. Areas like patience, understanding, kindness, professionalism, dedication, and care. It would have been very easy to get frustrated with me that day as I was asking some of the simplest questions trying to understand better, but Becky never once showed any signs of annoyance, frustration, or an attitude that she had better things to do. The entire time I had her full attention, and she answered each and every question thoughtfully and honestly. Becky was so professional in the work that she did, making sure all required documents were present, ensuring confidentiality in all business handling, and really set the example of the professionalism that Farm Credit Illinois wants to represent to our member-owners. She made the statement “actions speak louder than words” a reality by showing me how to encompass the Farm Credit values, mission statement, and vision rather than explaining it or saying what they were. With individuals like Becky Crawford on your team, it is easily understood why the Mahomet branch is so successful, and why Farm Credit Illinois is so

Lydia’s attitude and work performance, prior to her promotion, was positive, bright, and extraordinary. Lydia was very good at her job as a secretary, and she enjoyed going to work every day, as well as, going above and beyond her job expectations. Once Lydia got promoted to her new job, her work performance took a turn for the worse, and her motivation also declined.

Coaching - "How Could It Be Better Approach". Weekly 1:1 coaching listening to recorded calls from CSAT, reviewing CSAT feedback with open dialog for self-improvement increasing customer satisfaction and experience. New coaching implemented carrying out Servicing CSAT "Go To Green" plan.