1) Company Y when we had issues with a big order on printing and I had to find another company to

outsource the job to

 Situation: Big order for the print room and no capacity available to finish within deadline. The
order was of a printed cardboard box in its flat form which required a jig as we had the carton
cut to size and shape.
 Task: Find a way to complete it in time so I looked at outsourcing it
 Action: Identified the most cost-effective company to deal with and flexible in terms of time
scale and process. Due to lack of time I decided to drive after work to the other company with
the jig and the pre-cut carton so they can finish by next day when the deadline was. Next day
when we received the product was not according to the quality needed.
 Result: In that case I discussed it with them and identified that actually they have the printing
capability to print large sheets and cut them to shape after which will lower the production
time and therefore they did it again and managed to get the order completed by next morning
so with express shipping the customer didn’t had any delay.
 Lesson: Lack of communication and planning can easily cause issues.
 Skills to Identify: Self motivated, self starter, flexible, proactive, go the extra mile, business &
Customer focused, demand and supply planning processes communication.

2) Company Z when the manager didn’t come to work for a couple days

 Situation: I was a team leader for 5 people in a call centre with approx 30 sales staff in PPI
claims when the floor manager left out of the sudden without notice
 Task: Without support, I have identified the following tasks: To provide support to the other
two sales teams and new staff, to record KPIs, to make sure things run smoothly across the
entire sales teams, report back to stakeholders the sales activity and efficiency, keep good
communication with other departments on solving various issues and to maintain my sales
and relationships with my current customers.
 Action: Every morning I had a short staff meeting with everyone to identify any possible issues
that they may have and see how that can be resolved. I have provided one to one sales
training, script improvement and personal development sessions where necessary. Due to the
lack of time I had to focus on the least performing colleagues and I asked the support of the
more experienced ones to provide support by pairing them two by two when possible. I have
done the KPIs in order to identify possible support and improvement needed and made sure
everyone can come to myself anytime. I have dealt with complains from the most difficult
clients and identified resolutions on each case as well as advising my colleagues on what
strategies they can use in these kinds of situations. Besides focusing on improvement, I have
also focused on rewards by building an incentive scheme that was financially possible and
accepted by both stakeholders and the staff.
 Result: Even if I took charge of the sales team for only two weeks, there were identified
increases in sales and better cooperation between my colleagues as they learned how to
support each other. I would like to think that by giving them the opportunity to train someone,
they managed to personally develop more.
 Lesson: I learned that you cannot do everything by yourself and you need to ask for support
from your colleagues and learn how to delegate tasks. More than this, I learned how to deal
with conflict on a more complex level both between employees and between the business
and the customer.
 Skills: Leadership, communication, team work, work under pressure, training, quick learning,
conflict management