Charles Suh Job Interview Flashcards
Why Would you be a good choice for this position?
- proven record with TELUS
- firsthand experience with a number of roles in the call centre
- I’m a natural problem solver and I am constantly looking for opportunities to improve things
- I am capable of explaining technical problems to a broad audience in common language
- passion for growth and a hunger for innovation
- all of these attributes make me an excellent choice
Why do you want this position?
- think that Telus is an excellent company to build my career with
- reporting plays a crucial role in allowing us to manage our business performance
- have a lot to contribute: a) strong analytical and problem solving skills, b) process management skills developed working with PICoE, c) ability to communicate with a broad audience about technical issues while maintaining a strong customer focus
What are the Telus values?
- spirited teamwork
- passion for growth
- courage to innovate
- embrace change
- initiate opportunity
Tell us about a time that you had to resolve a conflict between you and another team member? (Mr. lube example)
B
- one of my first jobs was at Mr. lube
- I quickly excelled and was noticed by our Master tech James (like an assistant manager at Mr. Lube)
- I worked closely with him as my mentor to learn everything I could about working there
- when James moved on, he recommended to our manager that I take his place
- one of our senior techs, Sean, had worked there much longer than me and felt slighted
- he held me responsible and I was now in charge of him
- he acted out and I had to discipline him, but it was toxic for the team
A
- Sean was a good tech, but his behaviour was toxic for the team
- I consulted my manger and she said to do what needed to be done
- I set the expectation that if he continued to act out he would no longer be employed
- Sean thought I was bluffing and continued to act out, so I had to let him go
R
- tough decision, but the right one
- the team environment became much better and the store performed even better after
- lesson learned, it’s hard to let someone go, but you have to do what is right for the business
Tell us about a time you had to resolve a conflict between you and a team member? (Brooks Brothers)
B
- after university went to brooks brothers new flagship store in Calgary
- quickly became top in sales at the new store
- the sales environment lends itself to conflict because sales are individually rewarded on commission, but must work as a team
- some of my associates were upset that I was outselling them by so much, and though our general manager tony was very proud of me, he was looking for my help in solving the tension between us
A
- I took three steps to solve this issue
- first, I approached each of the individuals personally and told them it was not my intent to cause tension and offered a way for us to work better together
- second, I began referring customers to these associates, to spread the wealth
- third, when associates were selling and I was free, I would help them to team sell by suggesting items to their clients when they were tied up, or helping them with fittings
R
- the result was very effective in boosting our overall team sales, and only resulted in about 10% decrease in my sales, which was an acceptable loss for our overall gain as a team
If you had to come up with one measurement for performance in the call centre, what would it be?
I’d like to see better tracking of when a dispatch is necessary/successful. I think that there is far too much dispatching being done by agents who know that it will eventually solve Their problem. That and flex paying. Flex paying is a big problem. Maybe some way of auditing calls more effectively when a flex pay is done.
Describe a time when you had to communicate highly technical details with no room for error (Pondside and Telus job aids)
When I worked for Pondside Digital Media, one of my responsibilities was writing the procedure and policy manual as I developed new procedures for using our brand new CRM system. Being a procedure manual, I had to ensure that each of the steps taken to perform each action were clearly explained, and concise enough to be quickly auctioned by someone referring to the manual with little background on the software.
More recently I have continued to build on my abilities in this area by writing a number of job aids for the concierge team on subjects that I initially had little familiarity with, such as the ability to apply recurring credits using a change pricing and billing order
What are your greatest strengths?
- analytical and problem solving skills, combined with my ability to clearly communicate with individuals from a large number of backgrounds
- I can quickly assimilate knowledge and apply it immediately, and I often use this to build a position of knowledge and trust with others to foster teamwork
What’s is your biggest opportunity?
- because I am very analytical and very inquisitive, after I solved a concept or a problem I get bored with it
For this reason I like to work in fast paced and frequently changing environment where I get to test my skills and build them in a number of ways
What did you do to prepare for this interview?
This opportunity is very important to me, so I invested a lot of time in preparing for the interview
- I shadowed Tim weber in the dept
- I invested 12hours in brushing up on Oracle SQL
- I contacted a manager in our dept about job interview best practices and then had a mock interview with him
- I pored over the job description to make sure I fully understood it
- I drafted a list of potential questions and considering the bet responses from my previous experience
