1. Tell me a time when you were able to provide new insights to a customer to meet their needs?

I remember a time in Pitney Bowes when I received a call from an elderly woman who had been
with the company for many years. She was complaining that she was unable to keep up with the
increasing costs of her monthly bills.
I decided to take a look at her account and noticed that she had been paying for services she no
longer used and a posting machine that was not been used as much as it was supposed to be used.
After some research, I found that she took a provisional plan for high season but she never cancelled
or downgrade the machine. The contract was already expired but as they were still printing stamps
the bills were been generated. I provided her some options for smaller machines and computer
softwares that would be more cost-effective for her. She choose our smaller machine so I decided to
present her the new plan and walked her through it step by step, ensuring that she understood how
it worked and what it included. She was so relieved and she was very thankful for the time I gave her
to provide new insights into her situation and meet her needs. I felt really good about helping her
out and making sure she got the best deal possible.

2. Describe a time when you went beyond your job requirements to please a customer.
I was working in customer service in Geek squad when I received a call from a customer who
was in his third call. He needed urgent help with their antivirus.
The main issue was that he had a bunch of computers without protection because apparently
the antivirus he bought us was not compatible with their system and in his previous tries to get
assistance the answers he received were that we couldn´t do anything at that point because the
purchase had 30+ days and that he was not applicable for a refund. I had to think quickly to
provide special advice to the customer as he was very frustrated. First, I decided to get in a
conference with the tech sup department as I knew nothing about antivirus but to sell them.
After 25- 30 minutes they were still unable to get the AV installed. I requested to the customer
to provide me 3 minutes hold, but he refused because he thought that I was going to end the
call. I patiently explained to him that I was going to try to get some help from our back office
department (something no one else had thought of before). I explained them the situation and
at that moment they mentioned that the AV the customer was trying to use was discontinued
and it was an error from us for selling it to him. The solution was to change them the AV from
Karpersky to MCsafe and a free of charge installation. To my surprise, the custtomer agreed to
change the AV and get the installation. Evrithing worked.
The customer was so pleased with the results that he requested to transferred him to my leader
and gave me a kudo.

3. Sometime when you took the initiative to better understand the products and services your
organization provides.
When I first started at the ccw team I had little experience with processing that large amount of
payments.

To better understand the processes for the special accounts, I took the initiative to talk to other
team members (some analyst now) and ask them to show me how the manage specifics accounts. I
asked them how they use the resources we have as the different Tcodes and what methods they use
to keep up with workload, and if there were any challenges they knew I was going to face with
particular accounts.
 In addition to talking to my colleagues, I went further by researching previous payments about the
accounts. This allowed me to gain a deeper understanding on how to process the payments on
particular accounts or vendors.

Having this extra knowledge not only helped me to better understand the SUA payments but also
enabled me to feel more comfortable while managing them.

4. to achieve a goal as a team

As known all the ccw team members become part of the POD tier 2 team, which the main task is to
get the PODs for those orders that the customers are in need of. When there are large requests of
PODs we divide the request in equal amounts so all of us will need to put the same effort. There
were a request of 450 PODs from one of the specialist that we had to work together to bring it to
accomplish in a short period of time.
We started off checking all the invoices and removing the cleared ones, then we set a timeframe of
a week (5 days) to get the job completed.
Some of us got the PODs before and helped others with the assignation. At the end of the week we
were able to get all the PODs and sent the information on the agreed date. When we work as a team
we always feel proud of ourselves and grateful for having been part of the team.

5. a time when you needed to complete several tasks

In my current position we need to complete several task at the end of the day. For example
on this last Friday, I started my shift checking the POD sharepoint to confirm that If there is
any new request assigned to me. Then I processed the payments for the largest amounts
and the priority accounts. After an hour or so, I worked on the other payments waiting for
my scheduled time to work a special account named Amtrak, which require sometimes
multiple follow ups because they release the payments at the moment they place and order
and not when an invoice is generated so our job here is to make sure that once the invoice
is generated we process the payment before it get expired. When I finally finish with Amtrak
I will complete the other payments assigned before my shift ends.

I figure that the Organizing my work and planning ahead helps me be more efficient and
allows me to achieve important goals and objectives.

6. a time that I needed to apologies for a misundersarding and get worked

I remember a time when I was still working in Alorica I was working on an account for my
boss and had misunderstood her instructions. I understood that the customer don’t wanted
a contract with us anymore and I proceed with the cancellation process, then she asked in
how I was with the downgrade case. When I realized it, I immediately felt guilty and knew I
had to apologize and fix what I have done.

So, I went to my boss' office and asked if we could talk. She acknowledged that she was
busy but agreed to hear me out.
 I started by explaining that I had misunderstood her instructions and apologized for not
being more careful. She nodded in understanding, but didn't say anything yet. Then, I
proceeded to explain the mistake that I made and why it happened.

My boss was very nice and she told me that it was alright. She asked me if I had any ideas
on how to fix the mistake. Of course, I had investigated the possible solution, and I found
out that as the customer wanted a downgrade the original contract either way was going to
be cancelled. What I did was to get a sales rep to get in contact with the customer so they
could complete the paperwork and get them a new contract with the equipment they
needed.

In fact, that day I learned to pay more attention and to be more detail oriented. Now I ask
every time I have questions as it allows me to deeply understand the instructions.

7. feedback about a poor work

Last quarter we were getting a lot of emails from financial services with customers’ requests
of payments but they were SUA approved accounts. Despite some of the others ccw team
members had made a presentation about how to recognize a payment and when to forward
it to us, this agent was kept sending the email incorrectly to our box.

I was nervous at first because I didn’t want that person to feel bad about it, but I knew that
it had to be done and if I didn’t do it someone else was going to.

I got in contact with that agent and calmly tell him that I noticed tht he was sending us
some emails that could be handled by himself. I asked him about what was causing him
difficulty and he mentioned that the day of the presentation he was on vacations.

We ended up setting a small meeting so I could show him how to recognize and handle
those emails and get them worked in the less time possible.

8. Why we should choose you?

In February 7 I celebrated a year in Grainger and during this time I have demonstrated that I
am willing embrace curiosity, learning new tasks.

Last year, I started managing the financial and invoices emails but after six months my
leaders were able to see in myself potential and they moved me to the ccw team.

During this time, I have acquired relevant skills as the creativity and problem-solving skills
necessary to find solutions to complex issues and gain experiences which I can bring to the
team.
To mention some other skills… I’m detail oriented, I can work under pressure and without
supervision and I work easily in groups with good communication skills.
sometime we are asked to do sometime we know is not right tell me a time.