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- 1. Michelle Gomez April 12, 2010 © The Gomez Group. Restricted content. Permission to use in any form must be requested via mo.gomez@att.net
- 2. Clarify & Connect Find your own story, then share it in a way that creates community, support and opportunity. 2
- 3. C REATE L LIST A DD R EFLECT & REFINE I NVESTIGATE and F FORMAT y OUR STORY! 3
- 4. Detailed Experience Record (DER) ◦ Dates Responsibilities Key Accomplishments Work Examples Key Skills Developed Initially in charge of • Created Client Satisfaction surveys • Letter from • Technical communications for CCTP. to measure staff support union president expertise in ◦ Role Established brand, vision, organization effectiveness • Letter from project and strategic plan for • 2004 – deployed 61 projects , employee management driving implementation. contributing $1M in revenue and • Mrachek and call center ◦ Organization Established standardized $1.8M in expense savings Recognition technologies project management • 2005-$1.4M in expense savings, • Example • Project processes and tools for risk WFM technology to 6.7K users, CQM Reports (wkly Management Responsibilities management, jeopardy technology for call monitoring, and monthly) • Union ◦ management and communications, and $41M in revenue(target $55M revenue, $11.1M capital, $8.2M • Call Study Summaries • Negotiations Call Studies Accomplishments stakeholder expense) • Influence ◦ communications/ management • Created Contact Observation Team, conducted statistically valid studies • Management Project Management Work Examples Created Change Leadership focused on turning customer voice ◦ Team and associated processes to manage deployment and experience into actionable intelligence. Contributed over $10M in savings initiatives • • Skills Based Routing Work Force ◦ Skills Learned communication, training, associated with study findings Management on-site support and work (repeat calls, new connect f/u, best • Automated force adoption of new in class behavior, Misc Call Type, Communication ◦ Likes CCTP tools Under 2 minutes calls, Desktop s and Training Facilitated JAD (Joint Transaction Compliance, Transfers) • Sales Force Application Development) • Negotiated with union on Mgmt ◦ Dislikes sessions in support of new parameters of call recording, and Hierarchy Reporting Solution Project use with performance management • Contact Quality $55M incremental revenue • Created standard call handling Management $60M in savings associated behaviors across national footprint • Call Center with 1000 employees • Integrated 5 disparate regional Reporting removed systems and processes in the areas • Call Studies $136K Net Bad Debt of reporting and contact quality savings (SBR) monitoring processes Reduced repeat calls • Created national reports for all between 9 and 31% across levels within the hierarchy regions • Established repeat and transfer reporting to the agent level for first time in history of the call centers 4
- 5. Lift Key Skills from your DER ◦ Review your Detailed Experience Record ◦ Create a list of the key skills you have as a result of your experience ◦ Add any skills you’ve picked up through your education and training experiences List them in Priority ◦ Highest level of skill first, then ◦ Adjust based on the skill you like to use most 5
- 6. Skill List - Highest Expertise Skill List - Most Enjoy Coach: Train/Instruct: Set mutual expectations and provide feedback and Teach or explain specialized knowledge using assistance to enhance individual or group appropriate methods and technologies performance. Train/Instruct: Speak to Groups: Teach or explain specialized knowledge using Present information or point of view to groups in a appropriate methods and technologies compelling and effective manner. Build a Team: Organize/Plan: Assess group strengths and weaknesses and Pull together people, data and/or material resources negotiate agreeable roles to create a high performing into an order, arrangement or plan to meet group. objectives. Manage Projects: Coach: Establish priorities, work plans, timelines and Set mutual expectations and provide feedback and resources. Set milestones and coordinate and track assistance to enhance individual or group the work of the team to ensure on-time delivery. performance. Organize/Plan: Write: Pull together people, data and/or material resources Focus, edit and express ideas using appropriate into an order, arrangement or plan to meet language, tone, punctuation and grammar. objectives. Speak to Groups: Present information or point of Build a Team: view to groups in a compelling and effective manner. Assess group strengths and weaknesses and negotiate agreeable roles to create a high performing group. Write: Facilitate Groups: Focus, edit and express ideas using appropriate Guide group interaction to reach an agreement, language, tone, punctuation and grammar. accomplish a task or fulfill the needs of group members. Facilitate Groups: Consult: Provide expertise in defining challenges and Guide group interaction to reach an agreement, opportunities and recommending a plan of action. accomplish a task or fulfill the needs of group members. 6
- 7. Add Values and Attributes ◦ Values clarify what we Attributes Values believe in and impact Enthusiastic: Showing up with a level of energy Spiritual Growth: Relationship to higher purpose how we think that is contagious to others Positive: and connection to the divine Family: ◦ Attributes describe our Always able to see the possibilities and communicate them in a way Taking care of and spending time distinct features and with loved ones that others see them too Learning: impact how we show up Diplomatic: Presenting information in a way Continually seeking new skills, new ideas, truth, understanding, ◦ Together they add to our that values and respects others self-awareness Charismatic: personal brand and story Positive attitude, enthusiasm and Self-Care and Balance: Maintaining and enhancing verbal communication abilities physical and emotional well-being that inspires others Visionary: Community: Ability to create a plan then Having a network of support with inspire other to achieve it common values and interests 7
- 8. Using your DER and your LIST of Skills, Values and Attributes, it’s time to REFLECT on how they work together to create YOUR STORY, then REFINE them to tell YOUR STORY the way you want it to be told ◦ Start with WORDLE.NET to find out what is jumping out about you as you put all of these puzzle pieces together 8
- 9. Refine your lists as needed Build your Professional Commercial ◦ Elevator Speech ◦ 1-2 minute description of you “I’ve been a Certified Integral Coach for more than 15 years specializing in communication skills, relationship building and helping people through change. My AT&T career most recently has focused on leading change initiatives and managing client relationships. I love helping people, improving processes and delivering information and tools that add value to the world. What else can I tell you?” 9
- 10. Specific Careers ◦ Take an online assessment to further identify what career your skills match to Specific Companies ◦ Use your favorite search engine to find information ◦ Look for companies who have a mission consistent with your values Informational Interviews ◦ Use your Social Media Connections ◦ Prepare in Advance ◦ Ask for Additional Connections 10
- 11. Format your Resume ◦ Functional or Chronological? ◦ Skills to include in your “Summary of Qualifications” ◦ Work History focused on Situation, Behavior, Outcome (SBO) ◦ Focuses on what you CAN do AND what you WANT to do ◦ Totally true and easily substantiated by the stories you can tell about your experiences and accomplishments 11
- 12. You’ve CLARIFIED YOUR STORY, and are now ready to get CONNECTED and get that story out into the world! 12
- 13. http://www.keirsey.com ◦ Keirsey Temperament Sorter II® assesses you’re your distinctive traits and qualities, which can help you identify the work environment you are best suited for http://www.bls.gov/OCO/ ◦ U.S. Department of Labor publishes this Occupational Outlook handbook every two years ◦ Includes detailed descriptions of qualifications, education and outlook for various job titles ◦ Also includes job search tips and specific information by state 13
- 14. http://www.skillscan.com ◦ Skill scan to identify strongest skills and career directions that match those skills (costs $$) http://www.dws.state.nm.us/careersolutions/ CSS-interest.html ◦ Free Career Interest Assessment 14