Star Stories

Class 2100

11/19/11

1. Give an example of what teamwork means to you.

• Describe the situation…The main goal of Certiport.Inc is to be the number 1 global provider of Certification exams. In order to do that the company needed to know which areas had candidates that wanted to take exams but did not have a close enough center.
• What was the task at hand… At Certiport our Onboarding Team, Customer Support Team, and Technical Support Team were to team up and help find out where testing centers were wanted and recruit testing centers in each area.
• What action did you take…. As a Customer Support Specialist I worked directly with test candidates unable to find testing centers in their area. I would take down their information and which exam they wanted to take. Then I would take that information to the onboarding team who would then recruit a testing site for that candidate to take the exam. They would help the center set up and call back the candidates.
• Finally, what were the results of your action… As a result Certiport.Inc was one step closer to their goal of Global Certification Domination.
1. Give me an example of a major challenge that you faced, and how you went about addressing the problem, and how it turned out.
• The situation… had a teacher call from one of the high schools that offer Certiport Exams to their students. She wanted scores from several students who had already graduated. Due to privacy issues only the teacher who offered the exam can view the score and they can only view it for a year; however, the student can view the score in their personal profile and relay the information. Unfortunately, she was not their teacher and she had none of their contact information but said she needed the names and scores of the students in order to get funding.
• What was the task at hand… My main goal was to satisfy the customer. So identified her needs. What she was asking for was something I couldn’t give, but that did not necessarily mean I could solve her problem. Her ultimate goal was to report to her supervisor so that the school could obtain government funding. So I told her that I would contact her supervisor and explain why we were unable to provide that information to her, and that we would assist the supervisor in documentation for receiving the government funding.
• What action did you take…. I emailed her Supervisor and Copied her in on the email. I explained that we were unable to provide the information she was requesting due to privacy and her lack of Organizational Administrative rights. I gave detailed instructions including pictures on how to find that information on the website, and a list of who they had listed as Organizational Administrators for the site. I also gave him the contact information for the Human Resource Director would assist them in obtaining government aid.
• Finally, what were the results of your action… All parties were satisfied and the school was able to obtain government assistance.
2. Describe a past goal and how you achieved it.
• Describe the situation…I had worked at Sally’s for about a year and a half, but it seemed that some of the girls who had only worked for around six months were given more responsibility than I was.
• What was the task at hand… My goal was to obtain more training and responsibility. I don’t like being stagnant and I felt like I had stopped progressing within my work environment.
• What action did you take…. I spoke with my boss and asked what I could do in order to gain more responsibility and training. She said she hadn’t known that I was interested but now that she did she would help me out.
• Finally, what were the results of your action…After our conversation I was able to be more diverse in my work responsibilities and was shown the educational resources and options available to me. This also made me more marketable for future jobs, and helped me feel more useful and intellectually stimulated in my work environment.