Demonstrate Professionalism When Dealing With Both Internal And External Customers

Audrey

Adaptability – RATING: (2) - Audrey, you constantly demonstrate professionalism when dealing with both internal and external customers. You are open to credit management coaching and are quick to implement to increase impact. You remain positive and upbeat through multiple assigned portfolios and different DCO teams. You gather all the appropriate information for each individual situation and adjust you working style to fit.

Customer Orientation – RATING: (3) - Audrey, you show initiative to learn the processes of the office and continually seek to improve your understanding customer situations , so that you enhance your collection impact. You are thorough with every customer and explain complicated billing discrepancies in written correspondences and over the phone. You ask questions and seek guidance when you are not sure of the next steps to take.

Decision Making – RATING: (3) - Audrey, you are confident in the decisions you make on a daily basis. You are not reluctant to speak with customers about difficult account situations such as status changes and chargebacks. You identify potential problems on accounts and forward them to the appropriate

You are eager to help any customer that requires assistance. This proves successful in your collection of past due and percentage of collectible dollars, both of which exceed your set goal. Time management remains an issue for you during your work day. While you have high customer service appeal, it often causes delays in your day. You must improve your daily productivity by elevating issues to an appropriate manager more often. You did not meet the productivity metrics for the following, average number of unique contacts per day, percentage of contacts directly to the customer and percentage of phone calls to the customer. This needs to improve in