Case Study Of Alicia's Human Services Team
Performance
Immediately after joining the team, demonstrated to be ambitious on her goals. Initially, she had a rough start to understand the HR Services structure and did not hesitate on reaching out to peers, leadership and management to have a better picture of the organization. She started to quickly ramp up on her scores and developed a deep knowledge of HR policies and processes. Alicia strives for the best on quality with each contact she handles. During her first quality meeting in September 2016, Alicia received an 85.4%. This was exceeding the expectation of 80% for overall quality. We typically find that new team members do not meet quality expectations during their first review due to the high bar set in the program. Since September …show more content…
In addition to her regular tasks, the complexity of Alicia´s projects and assignments align with the ones that an HR Assistant III deals with. All of this according to the HR Services Leveling Guidelines.
Customer Service and Subject Matter Expertise
Alicia is Customer Obsessed and through her projects influences for a better customer service. She considers her peers as her customers and develops ways for the team to work …show more content…
She proved her leadership by reviewing departmental content in all channels: internal SOP, Remedy contacts data and Inside Amazon pages. Alicia identified the main questions, queries, and issues coming from our customers. This campaign went live on May 2017. She was fast and efficient, delivering the results of her task as quickly as needed.
Alicia’s support has been key to the team; she constantly adds value with the results of her projects, as she is right a lot. Alicia analyzed the customers’ survey for Brazil when we launched the country. She reviewed the links and the wording, comparing it with the other countries’ surveys to submit adjustments and corrections.
Project and Complexity of Work
Alicia is maturing her skills of leading and executing projects. The complexity of her assignments increments with time and she is expected to continue with this trend in her future role. As an example, Alicia assisted in the recruitment process for the past two waves of ERC associates. In the latest one, she owned the following
Immediately after joining the team, demonstrated to be ambitious on her goals. Initially, she had a rough start to understand the HR Services structure and did not hesitate on reaching out to peers, leadership and management to have a better picture of the organization. She started to quickly ramp up on her scores and developed a deep knowledge of HR policies and processes. Alicia strives for the best on quality with each contact she handles. During her first quality meeting in September 2016, Alicia received an 85.4%. This was exceeding the expectation of 80% for overall quality. We typically find that new team members do not meet quality expectations during their first review due to the high bar set in the program. Since September …show more content…
In addition to her regular tasks, the complexity of Alicia´s projects and assignments align with the ones that an HR Assistant III deals with. All of this according to the HR Services Leveling Guidelines.
Customer Service and Subject Matter Expertise
Alicia is Customer Obsessed and through her projects influences for a better customer service. She considers her peers as her customers and develops ways for the team to work …show more content…
She proved her leadership by reviewing departmental content in all channels: internal SOP, Remedy contacts data and Inside Amazon pages. Alicia identified the main questions, queries, and issues coming from our customers. This campaign went live on May 2017. She was fast and efficient, delivering the results of her task as quickly as needed.
Alicia’s support has been key to the team; she constantly adds value with the results of her projects, as she is right a lot. Alicia analyzed the customers’ survey for Brazil when we launched the country. She reviewed the links and the wording, comparing it with the other countries’ surveys to submit adjustments and corrections.
Project and Complexity of Work
Alicia is maturing her skills of leading and executing projects. The complexity of her assignments increments with time and she is expected to continue with this trend in her future role. As an example, Alicia assisted in the recruitment process for the past two waves of ERC associates. In the latest one, she owned the following