As a part of my interview process, I had to create a 20 minute presentation on how I would address 8 areas [that they provided me] in my first 90 days.
This was my original
2. To provide 150- 200 ripples of hope with
excellence every day…
We cannot do this alone…
It will take a team.
Relationships
Regular & Open communication
Make sure we are all going in the
same direction
Team Development
3. Keep those we are helping at the center
of what we do
Make it your own
“Five Ways of Being”
Bridges Out of Poverty
Staff engagement & motivation
4. Free training through…
Bridges Out of Poverty
Poverty Simulation
Customer Service
Network with other like minded non-profits
Staff training & development
6. Within that one call resolution...
Next steps
Educate on what services they
are eligible for
Find ways to resolve poverty for
that family or person
Customer Education
8. HEAP
Nov, 2014-
April, 2015
Call Center Process Implementation
HEAP
Nov, 2015-
April, 2016
Busiest
time of
year
April,
2015
Gather/
assess
info for
SWOT
May,
2015
Create
plans to
address
SWOT
June-
July,
2015
Create
new
process/
systems
August,
2015
Train on &
implement
new
process/
systems
September,
2015
Evaluate &
adjust new
process/
systems
October 1,
2015
End any
hiring- Start
any new
hire
training to
be ready by
November 1
HEAP
season
Busiest
time of
year
Team Development
Relationships
Me with the team
I have to spend time in the trenches
The team has to see me sacrifice for the good of the team
Enjoy victories or wins with the team
I have to honor the team… the team will be going through it’s busiest time of the year with HEAP and they have been here longer than me to know what is going on.
Team with me
We as a team
Regular communication and open communication lines
I value open, 2-way and constant feedback
Integrity in all communication
Never want a team member to not know where I stand on something
Make sure we are all going in the same direction
If we are not all working for the same goal of “Encouraging empowerment through a tiny ripple of hope, while striving for excellence” then we are not a team.
Everyday we get the opportunity to make 150- 200 ripples of hope… that many ripples creates tidal waves of hope for Columbus and Franklin County as a whole.
That can happen every day for this team. As a team, we can do this… but with 6 different agendas, we cannot.
Staff engagement & motivation
Keep those we are helping at the center of what we do
Make it your own
Starbucks has succeeded in creating a unique model that encourages partners at all levels to pour their creative energy and dedication into everything they do.
“Five Ways of Being”
Be welcoming
Be genuine
Be considerate
Be knowledgeable
Be involved
Bridges Out of Poverty
Free training from the Ohio Assoc. of Community Action Agencies
Nationally known concept that challenges people’s perceptions of poverty in order to help individuals, institiutions and communities alleviate poverty.
Staff training & development
Free training through Ohio Association of Community Action Agencies
Bridges Out of Poverty
Free training from the Ohio Assoc. of Community Action Agencies
Nationally known concept that challenges people’s perceptions of poverty in order to help individuals, institiutions and communities alleviate poverty.
Poverty Simulation
Introduces people to the everyday struggles of poverty
I have done these at previous locations and this makes an impact on the staff to let them walk in their shoes for a “month”
Customer Service
Provides training on how to interact with and treat customers
Network with other like minded non-profits to see what type of training they can provide for our staff
Customer satisfaction
Customer experience #1
The key to customer satisfaction, is to make sure that they have the best possible experience. Starbucks prides themselves on the customer experience, they want to turn ordinary interactions into extraordinary. We have 150- 200 opportunities a day to bring hope to people & families in community.
Biggest frustration of people that call into any type of call center is being left on hold.
43% of people say that long hold times are the biggest frustrations.
One call resolution
This has to be the goal to be successful and to give extraordinary experiences to everybody that we interact with
Satisfied Customers
No Repeat Calls then equals to a
Cost savings
Customer Education
Within that one call resolution…
Make sure customers are fully aware of next steps from our agency, that are required of them,
Educate on what services they may or may not be eligible for
Find ways to help people get out of poverty whether it is because of immediate situations, but also if it is because of a systemic or generational cycle of poverty
Program strategies for improving service and increasing productivity
Assess current service standards
Test your current performance
Identify variations that impact on the performance
Compare current performance to established goals/ targets
Revise performance standards if they are not meeting goals/ targets
Reassess every 6 to 12 months
Call center process implementation
Seasons within the year
Busiest time of the year
Then we need to strive to have all hiring completed 30 days prior to busy season so we can train all new staff to exceed the minimum standards by day 1 of the identified busy season
Spend time prior to this reviewing processes/ implement/ test and train on new processes