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MIA SHAW

CLIMB TO

SUCCESS

The Beginning

(Training-Nesting-Team Sydney)

  • Focused self Learner
  • Struggled with AHT
  • Grasped Quickly
  • Learned by being on meet links
  • Backup BFS

01

No Return

Q1 2022 - Team Corey

  • Acting Coordinator
  • Helped improving team stats
  • Assisted newbies
  • Proactively shared team stats
  • Team's accountability and responsibility
  • T2 knowledge in 1:1 and team meet.
  • Got recommended for Premier support

The only way is up!

02

Premier Support

Dream Big

Make it happen

  • Tier 2 and DC Training (Refresher)
  • Team Player
  • Helping Team = Self Learning
  • Tabs on Team Stats - Proactively
  • Proactively working on Backlog cases
  • Proactive on Omni
  • Team management-Acting Lead
  • TAM - TSS Group

03

My Initiatives

Initiatives

  • CASES with NO CASE OWNER
  • Customized articles
  • Omni management (Go offline in last hours) Backlog-ART

Achievement

Shout-outs

&

Won What Drives you Contest

Self reflection

Reach

the

Top

Whatever

it

Takes

06

Strengths

  • Empathy
  • Goal Oriented & Dedicated
  • Detail Oriented
  • Going an extra mile

Weaknesses

  • Struggle with saying 'No'.
  • Taking on too much responsibility.
  • Being too critical about myself.

Aspiring Coordinator

  • Lightens the team burden
  • Communication
  • Time management
  • Interpersonal intelligence
  • Dependable & Flexible
  • Ensuring Efficiency

04

Communication

Communication

  • Approachable for the Team
  • Minimize the gap between the AM and the team
  • Be a listener for the Team.
  • Helping them with all the escalation
  • Coaching them.

Time management

Time management

  • Divide cases effectively (Delayed resolution + Overburn)
  • Cater to high priority tasks.
  • Take care of FRT and RT.
  • Take ownership

Interpersonal intelligence

  • Evaluating team’s individual potential
  • Paying close attention and listening empathetically
  • Relate to the teams’ issues and working towards resolving them

Learned from my Coordinator

Key Takeaways

  • Being there for the Team.
  • Helping them Grow.
  • Understand them and relate to them.
  • Being strict wherever needed.
  • Training refreshers.
  • Constant Learning.
  • Reliable and Flexible.
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