Examples of Communication
- Insurance Claim - clash with QC over denial of claim. She became personally frustrated with me, wanting to close out - right thing was to advocate for the customer. Focused on facts, drove to resolution.
- Rosi - Adjusted strategy due to repeated conflicts over correct process. Would complete the email discussion, then flip the resolution to manager so she could reinforce the correct process in 1-on-1s.
- Samah - Beginning of current role, reacted angrily when I asked her about her process for managing a shared tool. Scheduled a meeting to review my new role and how it intersects, and why understanding her process helps me.
Example of Miscommunication
- Veronica - Called a meeting, seemed unstructured, accusatory tone. Discussed with manager, shared my perspective, said I was happy to discuss further. Relationship improved - was not her intention. Discussed more positive ways to deliver the message.
- Rosi - example of chronic miscommunication. Put everything in writing, give her manager the heads up, she can then reinforce in one-on-ones.
Tell me about a time when you felt it best to just “roll with the punches” in a work related situation.
- Volume Forecasting - my recommendations not followed, Director has other concerns and goals.
- Client Flip Flops (Approval process for Time Extensions)
- Implementation of bad processes (Insurance Notification template update)
Think of a day that you had PLENTY of things to do.
Describe how you scheduled your time.
*Take 5 minutes to sketch out a plan and prioritize
- Check on Team
- Urgent Items
- Routine daily tasks
- Longer term projects, collaborations
Describe your system for keeping track of multiple projects. How do you stay focused?
OneNote - Build section for ongoing projects. Keep all relevant details in one place (e.g. email action items that are not yet resolved, rather than in Outlook).
Distractions can be overcome by consistency and organization.
Experience in Managing Multiple Deadlines
- The last 2 years have been very project oriented
- Block out/dedicate time for projects in Outlook - set reminders for critical deadlines
- Organize/track meetings and milestones in OneNote
- Be flexible in recalculating priority and timelines
- 2020 projects: Matrix update, Survey Service Recovery, Caseload Analysis vs MSFT surge, Caseload Analysis for departures (Yamil, Sakina, Jonathan, Egan pending)
Most difficult experiences
- Jade - new hire who was missing a core skill that was integral to the job. It was an exercise in patience, but also exposed the gap of access to information (i.e. integration of OneNote). Documentation of continued issues for management, culminated in her termination.
- Relocating Employee who Passed Away
- Background Check Fail - found out from van line, had to call up and verify the news. Avoided making any definitive statements, wished him good luck.
What were the major obstacles that you overcame in your last job? How did you deal with them?
Old tech, antiquated approach. I rebuilt everything.
How did you turn a problem into a success?
- Surveys - under goal initial two years, now a success and a probability model that we can use to understand where we are at any given moment
- No single view of relocation available - created more detailed spreadsheet
When did your responsibilities change?
Senior Role - my manager asked that I take the lead on managing escalations, in an effort to address them early and avoid noise at the client level.
Current Role - Leading weekly Caseload Meeting, gaining visibility into forecasting decisions, identifying revenue opportunities
Where would you like to see yourself in two (2) years? In five (5) years?
- Thriving in a managerial role, goals achieved, successful new relationships, foundation for personal development expanded.
- Transitioned to a new role with additional responsibility, whether managing a different team, working with a unique client, or exploring my analytical leanings in a data-aligned position.
Tell me about a goal you have set for yourself. What steps are you taking to accomplish it, and/or accomplish it already?
*Strengthen Business Intelligence knowledge/abilities
- Self-Education
- Experimentation with building tools/models, practical problem solving
- Enroll in UW’s “Foundation of Databases” course
Greatest accomplishment(s) or success(es)?
Survey Results, which is the sum of other improvement efforts (excel tracker, OneNote, improved processes)
What is the most interesting thing that you have done in
the past three (3) years?
Volume Analysis - because it was a complex design that a thought experiment that required thorough consideration of the relocation specialist’s caseload.
How to create a good Teamwork Environment?
- Involve team in discussion of new processes and the pros/cons of each change - gives an opportunity for them to air their grievances and feel concerns are heard and considered/incorporated
- Add transparency/accuracy to discussion of survey results - empowers the team through knowledge, gives the feeling of partnership to push for a goal that does hold financial rewards for each team member
- Take the time to teach (e.g. how Excel works, why policy exists, etc) - helps to solidify our processes in the minds of the team members; top performers benefit most, drives growth in understanding
Describe yourself in three (3) words.
Innovative, Supportive, Thorough
How would you describe your personality?
- Calm and thoughtful in my communication style
- Analytical, open in my thought process
- Unique ability to focus
What trait(s) do you find irritating in a co-worker?
Dishonesty
Carelessness
Tell me about the most satisfying job your have ever had and describe why.
My current job/previous role
*Had the opportunity to drive real change with my ideas - colleagues open to change, collaborative atmosphere
What frustrated you the most about your last position?
What did you do about it?
Current Position - access to answers; client is sometimes hard to pin down.
Followed up politely, then leveraged account management to highlight critical issues if necessary.
What do you do as a stress relief activity after, before, or during work?
- Jogging/Treadmill - get outside and walk during
- Home Renovation/Projects
- Music
What was the most stressful situation you have
experienced in your work? Tell me how you handled it?
2018 pressure - low results, loss of 2 employees, no new hires until following fiscal year.
I took the lead to pick up the slack by taking on a caseload and put in overtime to conduct a complete team analysis. My insights into the data resulted in a 2-pronged strategy: (1) transfer from another team to fill in gaps, (2) request for 3 additional hires, which was approved in early 2019.
Despite the turnover, our team achieved record survey results in 2019 and performed admirably through our peak season.
Tell me about a leadership role that you have filled in the past. Describe the key leadership skills you feel you have and how you demonstrated them.
Senior Consultant
- Translating the big picture into the correct messaging
- Advocating for efficiency
- Understanding Compromise
How do you handle poor performance of employees who are under your indirect supervision?
If we are working together, provide guidance and mentorship if within scope. Document and share with the manager, so that they can address directly.
