EMPLOYEE DEVELOPMENT PLAN

Team Performance

Customer Service Representative Job Goals

• Provide high-quality customer service by demonstrating excellent communication skills and maintaining a positive and professional attitude.

• Communicate accurate, valid, and complete information about the company’s products and basic technical components.

• Proactively assist customers to resolve requests and complaints in a timely and efficient manner.

• Manage multiple priorities by effectively multitasking and prioritizing tasks while remaining adaptable to changing demands.

• Use computer technology to handle call volume, email requests, and live chat while appropriately documenting communication.

Performance Evaluation Summaries

Name: Jerome J. Summary: This is Jerome’s first job out of college, and he has been with the company for just over one year. Jerome is introverted and has trouble speaking up in meetings. He often feels as though his ideas go unheard and that others dismiss his involvement. He wants to ensure he feels valued by the team, and that he has a safe space to contribute, but this has been difficult for him, as he is a remote employee. With customers, Jerome is very friendly, professional, and knowledgeable, but he struggles to fully direct the call and deescalate angry or upset customers.

Name: Frank L. Summary: Frank has 25 years of professional experience in the field and has been with LTC for five years. Frank enjoys thinking at a high level and does a great job conceptualizing, but he does not enjoying getting in the weeds and producing at a granular level. While he does a great job generating bigger ideas, he has trouble putting his ideas into action. Frank is extremely confident in his abilities and very personable, and he is a go-to for questions from other employees. With customers, Frank is knowledgeable and professional, and loves conversation. He is not, however, the most efficient with his work as Frank loves to chat, and his calls can be quite long, making some customers frustrated about the length of time waiting or on the call. In addition, while Frank is knowledgeable, he can improve his work in assisting customers by becoming more proactive in responding to customer needs. Frank has expressed his interest in becoming a team lead and is looking for additional training and development opportunities to help prepare him for the role.

Name: Allyson C. Summary: This is Allyson’s first job out of college, and she has been with the company for two years. Allyson is a collaborative employee who enjoys working with her peers. She thrives on brainstorming with her peers in meetings and is able to generate creative solutions to problems. She enjoys thinking outside the box and experimenting with new ideas around processes and products. In past performance reviews, she has expressed her interest in becoming a team lead, and therefore has requested additional training in management and leadership.

Name: Jin L. Summary: Jin is nearing retirement and has spent the last three years with LTC. Jin is outgoing and thrives when interacting with people, though at times she can be confrontational. She is efficient and likes to take on projects, but she becomes easily bored and anxious when more discussion than action occurs. This same behavior is exhibited in conversations with customers, as when Jin is engaged, she excels and is a model employee. But when disengaged, Jin tunes out and stops contributing to the conversation, leaving the customer to believe Jin is uninterested, rude, and unwilling to help.

Name: Jerry M. Summary: This is Jerry’s first job out of college, and he has been with LTC for five months. Jerry has high energy and is very curious, and therefore sometimes struggles with focusing his attention in conversations. While Jerry is professional in his written communication, he sometimes struggles with verbal communication. Jerry has been known to multitask while speaking with customers, which makes him appear distracted or uninterested. In addition, Jerry also struggles with patience, and he can appear aggressive or rude to customers.

Name: Sarah T. Summary: Sarah has 15 years of professional experience but just started with LTC about three months ago. Sarah is very friendly and professional with both her coworkers and customers, and overall has strong communication skills, but Sarah still has much to learn about LTC and its products. While she is always professional when speaking with customers, Sarah often becomes nervous and lacks confidence due to her lack of knowledge. Customers sometimes appear frustrated at the lack of support for their inquiries, and the lack of a resolution. Sarah is a fast learner and is eager to learn, as she is constantly asking for more documentation to read and refer to. She will be a great customer service representative, but currently simply lacks the practice and information.

Name: Carlos R. Summary: Carlos has limited professional experience and has been with the company for less than one year. He thrives with set processes in place and has been quite anxious about the increased workload that is likely coming. Carlos is a remote employee and does not always feel the sense of community that those in the office seem to exhibit. In addition, Carlos lacks the knowledge base needed for the role and has asked for additional support in this area. Carlos’s limited experience can be seen in his professional demeanor, as customers have provided feedback that Carlos has been unprofessional in his communications.

Name: Arick K. Summary: Arick has 10 years of professional experience and has been with LTC for almost two years. Arick completes his daily tasks in an acceptable manner and is happy with the status quo. He is not interested in taking on additional responsibilities or learning new tasks, and he does not have aspirations for promotion at the company. In the past, when approached about additional professional development opportunities or tasks, Arick has become confrontational and has expressed that his current role is all he can handle. Time management has been an item appearing regularly on Arick’s performance evaluations, as he struggles to balance the phone calls, emails, and live chat. Although his previous manager has tried to assist him with time management and tried to create efficiencies in his work, Arick has stated that he is not interested.