How Did You Do What You Did Telling

How Did You Do What You Did? Telling Your Story So Interviewers Will Care JB Bryant “We judge ourselves by what we feel capable of doing. Others judge us by what we have already done. ” - Henry Wadsworth Longfellow People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

wordcounter. net People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

wordcounter. net People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

wordcounter. net People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

wordcounter. net People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

Today’s Focus 1. Why Great Stories Work 2. How To Write Great Stories 3. How To Tell Great Stories People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

Why Great Stories Work 1. Memorable 2. Enjoyable 3. Connecting 4. Shared Experience 5. Meaningful 6. Communicate Value People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

How To Write Great Stories 1. Target Your Audience 2. Make It Relevant 3. Create Drama People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

How To Write Great Stories Creating Drama Good Drama: Good Interview Stories: 1. Hero 1. YOU 2. Tension 2. Background 3. Activity 3. Actions 4. Resolution 4. Results People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

How To Write Great Stories 1. Target Your Audience 2. Make It Relevant 3. Create Drama 4. Write The End, Then Work Toward The Start People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

My Story’s Results The software support team comfortably added 28% more simultaneous problems to its case load without increasing staff. As a side note, Customer Satisfaction scores increased dramatically during this period – by 30%! And so did employee satisfaction on our team. People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

My Story’s Actions I began by analyzing how time was spent on the team. All 11 CSRs were generalists in 12 very complex software titles. The bulk of the problems they solved were unique and complex, so they spent a lot of researching before solving. After my analysis, I reorganized the team. Each CSR developed specialized knowledge of 2 programs and general knowledge of the rest. Calls still came into one queue, but teammates became 2 nd level support to each other. This resulted in less research time, quicker resolution, and (unexpectedly) stronger relationships on the team. We rotated specialties each year. In a few years everyone had specialized in each software – creating a very strong team! People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

My Story’s Background Sales were skyrocketing, and we were releasing 2 new software titles in the next 6 months. That sounds great, right? But the software support team was already at or beyond capacity, and we were given no approval to additional CSRs. Ultimately, I was granted permission to hire one person, but by then I’d figured out a way to improve service, wow our customers, support existing software plus the new titles, increase a customer-centric mindset in the company, and give CSRs more fulfilling jobs –without adding any team members! This had to be one of the most exciting projects I ever took on. There’s a lot to it, but I’d like to focus on just one aspect – increasing our caseload without adding staff. People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

My Story’s Keywords Innovation. Reorganization. Problem solving. Improvement. Efficiency. Leadership. Insight. Analysis People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

My Story’s Title Increased CSRs’ caseload capacity 28% without staff increases People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

Your Story’s Results People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

Your Story’s Actions People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

Your Story’s Background People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

Your Story’s Keywords People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

Your Story’s Title People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

How To Tell Great Stories 1. Ask Targeting Questions 2. Connect With The Audience 3. Include A Moral (connect it to the interviewer’s question) 4. Know It Well Enough That It’s Not Rote 5. Tell It In 90 Seconds 6. Make It Memorable! People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927

How Did You Do What You Did? Telling Your Story So Interviewers Will Care JB Bryant We judge ourselves by what we feel capable of doing. Others judge us by what we have already done. - Henry Wadsworth Longfellow People, Operations, and Strategy Achieving Results In Unison™ PO Box 27 Orrville, OH 44667 (330) 465 -0927