Im a multifaceted person defying any stereotypes.

I dont settle for less; when I dream, I dream big and Im optimistic and would persevere to achieve those dreams. I always challenge my self to improve not just my weaknesses but also hone my knowledge and abilities. A firm believer of the latin word "magis" which means to do more, my goal is not just to comply with any tasks or meet expectations, I make sure that I exceed them and dedicate everything for the greater glory of God. Pairing "magis" with enthusiasm gives me the energy, the drive, and the stamina to keep pushing forward and do whatever it takes. Being a customer service associate and a Nurse, it is innate for me to care. I can easily relate to other people; work with them cooperatively, listen and communicate. But of course Im not saying that I am perfect; my flaws signify my wisdom and my ability to change for the better because at the end of the day we cannot dream ourselves into a character; we must hammer and forge ourselves one. So Im looking forward to being the person I ought to be. PAADLBC Provides Thought Leadership- seeks improvement for best services and efficiency. *resourceful in/out- trends & best practices * encourage discussion what ifs outside the box *anticipates changes and adapt to it Achieves Extraordinary Results- able to deliver (+) results; compliance = (+) impact business *client centered strat planning and implementation *anticipates needs, doesnt settle for less, perseveres *thinks of growth, expansion, desire more attainable goals Attracts Develops top talent- able to site potentials, dev and guides people thru mentorship/coaching for growth oppur *identifies need, equal chances for growth *encourage staff; high goals=high perf *provides recognition, motivation Drives Changes- anticipates change & must lead it. (+) influence to direction of org. never complacent to current success *seek creative ideas/efforts of others to solve org problems *leads change; innovation and open minded *knowledgeable to the dynamics in/out change *prepare to possibility (-) (+), sensitive Leadership Presence- influential & confident w/out being arrogant and skilled @ communicating @ all levels *gains trust & respect -> achieving results, commitments and acts with integrity *ack employees W/ work ethics *open communication, motivates, inspires and enthusiastic

*confident & firm amidst difficulty, grace under pressure Builds & Leverages customer Relationshipsleverages relationtionship with internal/external customer growth, focused on meeting customer obj. *builds mutually beneficial business rel in a collab manner *incorporate client business challenges,oppurtunities & strat into discussion of soln *demonstrates ablity to apply concepts & soln from business in/out cvg *values customers by anticipating their needs, partnering, exceeding expectations (service/products) Collaborates to Achieve Company Goals- works cooperatively, listen to others perspective & company goals ahead of indv goals *achieves results through diff backgrounds, perspective and approaches *explores alternative to reach outcomes that gains support and acceptance from all parties *open communication- innovative approaches/ideas that creates ops efficiency *encourages peers, team members to create/share ideas *helps when a colleague needs support on a project/ass CORE VALUES TURDDISC Teamwork- value team accomplishment, seek opportunity to join with colleagues to adv the success of our clients Unparalleled Client Satisfaction- value our clients, understand their business & pledge our commitment to contribute their success and satisfaction Respect for the individual- value employees & commit to an environment where we treat each other w/ respect, ack excellence, challenge idv to grow personally and professionally Developing People- value ongoing development & improvement of our greatest resource- our people Diversity- value unique contributions of each indiv comb of qualities and

Share-owners trust- value trust of our owners & work diligently to enhance their enhance their investment Corporate Citizenship- value communities in w/c our employees and their families live and commit to be a good corporate citizen Integrity in everything that we do (what is moral, ethical, honesty)

MANAGEMENT AND RELATIONSHIP PRINCIPLES Concentrate on what not the who Flex your style Value the person Make it happen Model the Way

Prepare to coach reason, expectations, observable performance of agents (trending), goals, sense of urgency, available time Open the session- how is agent doing today?, recent updates, recap prev coaching/feedback, reason of coaching, follow-up (progress/ diff situation), timeline Work with the Agent- probing for behavior and performance, performance, recognize the problem, probe for obstacles Evaluate the need- options/ alternative strat or courses of action; pros and cons, what can tl/agent do to resolve situation, identifying best soln, how to track/ measure success, progress ,goals Resolve the issue and sustain results- what is to be done, when, by whom and commitment to do it; evaluate understanding, outcome, developmental timeline AHT *Be ready with trending and analysis as a team and as a site *Consists of handle time, acw and hold time *customize action plans based on agent challenges, agent must understand causes of high or low aht and diagnose based on thats *discourage to compromise other critical metrics for aht *Set realistic goals * every call counts QUALITY *must be calibrated Relate quality items to client goals and other metrics, must understand why these are req and the benefits

STIMULATE CONVERSATION Ask questions Empathically listen Dive Deeper Root Cause Analysis- identify reason for the presence of a problem to avoid recurrence,, save time energy and money and for improvement 5 why techniques- 5 is a good number of whys Fishbone diagram- cause and effect Goals should be SMART Specific Measurable Attainable Realistic Timely Tangible COACHING Learning process Interaction bet a coachee and a coach, To correct or reinforce behavior and to improve performance Feedback vs coaching F- focus on behavior that has already took place C- focus on what can be build, improve, sustain moving forward Coaching Relationship Safe environment agent can take risk and learn Coach facilitates, collaborates rather act as an expert, makes recomm or gives answers Agent is responsible for decisions about actions to take Coach must be: patient, detached, supportive, interested, good listener, perceptive, attentive, retentive Steps in coaching POWER