Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
12 Cards in this Set
- Front
- Back
|
Please describe a time when you exceeded customer expectations |
S – · BusinessStream, working for Quality and Resources development team · I was approached by the team manager in the customer service team, asking me for a favour to fix an error which produced incorrect bills on the SME customers T – - I immediately accepted the challenge and put in use my analytical and codingabilities of the Visual Basic for Applications language · I decided to come up with an algorithm to rectify the customer data and identified a fix for in billing A – - I immediately contacted the customers' billing contacts and informed them I am personally working on the fix in the bills - within 8 hours, I compiled my first code with approximate matches analysing the previous customers’ database and communication trails - I subsequently R – · The result was a substantial saving on the Business’ side where every delay in thebilling process results in hefty fines for the business by the regulators · Manage stress – took over the responsibility and initiative · I improved my abilities and did not set back if the code did not work out properly,I took my time to perfect. · I learnt to create my small macro program. - I ensured that the stakeholders were informed of the errors as well as the solutions to ensure best possible customer service |
|
|
Please give an example of when you have been honest or acted on a strong moral principle that has made a difference. |
S: 2 weeks ago I started working on a Staff Incentive Scheme in Eligible Premises team, which aimed to identify vacant properties that became occupied across Scotland. The incentive granted £40 per every eligible property found by the billing advisors who voluntarily participated in the Scheme. One advisor began submitting incorrect leads, and effectively decreased the success rate of identifying the properties. He would regularly lied in his submission about the properties he was supposed to visit by submitting photos of completely different properties. He would do that to increase the awards and ergo his salary. T: This behaviours runs counter to the company's ethos, and strongly runs counter to my personal sense of: - professionalism - & best practice. A: -I arranged an informal, 1:1 discussion with the advisor at a time of mutual convenience to discuss the reoccurring issue. - I advised him that his actions were overzealous and was not accepted practice at this company. - I assured the advisor that by raising this issue I am acting in their best interests, helping to prevent further waste of company's resources without having this taken further by management. R: - The advisor welcomed my advice and agreed his actions were indeed overzealous. - The advisor felt pressured to achieve hish results in a fixed period of time which counteracted his preferred working style. - advisor then adopted a correct practice of submitting correct lead and this led to a more effective process of billing up previously vacant properties. |
|
|
Please give an example of a time where you have taken on a position of responsibility. |
S Starting September I enrolled on a new project in IT department, in Business Stream. As I have a deep interest in using technology to improve efficiency, I took the responsiblity to have this projetThis project aims to use the service management theory throughout the business to reduce the number of requests that goes to higher level employees and management within the business. T I took this opportunity responsibility for research and deploy this theory on Eligible Premises department where I worked for 3 months prior to my enrolment in IT. Effectively, the task is to use the capabilities of the business' advisors to be able to resolve the enquiries instead of escalating it. This meant increased returns for much less investment. A I set up regular meetings with the manager and the rest of the team to map the processes for case resolution and escalation. I mapped these steps and created a Standard Operating Procedure to create a one unified guide for case resolutions. R My relentless approach to mapping and ultimately creating these guides resulted in a guide of standard steps to take which helped reduce the confusion and ultimately escalation of case load to higher management. The standardised approach to logging incidents went down by 35% over the last 3 months. |
|
|
Please give an example of a time where you have been innovative or made an improvement to an existing idea |
S I worked for Scottish Water transactions team. Receiving responses from site visits. A lot of mismatches because of the way we received the information through sales force (block of text) T I freely decided to do this, and requested half a day from manager, A I created a macro sheet that would divide the message into appropriate sections and an overall comprehensible layout (case information / SW visits)I specifically created a Search a term & replace with a formatted term in Macro and recorded it.I final set an option to have this exported into Word file for review purposes for the managers R Highly reduced mistakesFaster processing of SW responsesBetter performance, and drive to understand the SW responsesFaster execution and auctioning customer’s exchange of water meters |
|
|
What has been your most successful example of a teamwork, and what was your role as an individual within that team? |
S In my penultimate year of University studies I attended Operations management course. On my final project, I worked in a team of 4 people with an aim to produce a shopping tablet. - The group members were great analytical thinkers but has poor presentation skills. T I took up the role of public speaking trainer as I have had extensive experience in my years spent in the University debate team. The final presentation was then presented in front of line managers from Bank of Scotland so it has to be concise, clear and well-timed. A I set up training sessions scheduled 2x a week. I taught that visualising the actual presentation delivery is improved when you visualise yourself already doing it. - I lead them to make the topic more personal - I emphasised the need for precise timekeeping. I always asked for input for improvement since I knew that this was a collaborative effect and effectively the best way to improve. R Team was delivered the presentation on an excellent level. Collaboration was fostered by a positive atmosphere which ultimately helped to continually practice. We ultimately won the second place in the final round of presentations. |
|
|
Please give an example of when you helped someone else in their personal development |
S: Last year during my final year of studies at university, I joined FreshSite which was back then a non-profit student-led consultancy aimed at making recommendations that would improve services and business strategy in 3rd sector organisations in Scotland. T: My client was a charitable organisation Children 1st. This charity faced real problems in fund raising, which was usually conducted via public collections. This is where it was necessary to gain private investors to ensure numerical flexibility in the organisation. A: In my 2 semester placement, I have organised Briefs with the charity and conducted extensive research on the possible donors. This was followed by delivering the training, peer presentations which specifically showed how to deliver high quality pitches to the potential investors. R: I have achieved to improve the public speaking skills of the charity's representative and thought them the principles of delivery effectively timed and well-rounded speech. Ultimately Children 1st gained £3.7 million in donations increasing from £3.4 million from the previous financial year 2013-2014 thanks to higher performance in raising awareness and funding from private sector. I have imparted extensive research & planing, teamwork and utilising my natural public speaking skills to help them achieve such outstanding results. |
|
|
What does Fujitsu do? |
Complete range of products: - Products : developing integrated systems, servers - Services: manage client's infrastructure, Network and telecom - Solutions: Cloud, in various industries. Achieve the vision human centric intelligent society. = Translate technology into human language and harness the tools within. - Finnish media company Alma media (decline) - Fujitsu helped with creating Cloud-based mobile services to allow individuals work anywhere with any device. |
|
|
Please tell me about your previous work experience |
I have worked for Business Stream - Scottish Water company for 3 years. - Customer service: allocating customer enquiries and solving them. Insight into day-to-day problem solving - Complaints team: more complicated enquiries and was responsible for effective communication and problem resolution between Scottish Ombudsman and client's lawyers. - Metering team: technical aspects of the job. Understood the way we bill customers and what equipment is necessary for different clients. - IT team - service management theory. Moving the incident resolution back to Level 0 where the one who put the request through is able to solve most of the issues. + standardising the the type of incident logs. |
|
|
Why the scheme you have applied for / What are the duties of the role you applied for? |
WHY reflected on my leadership roles and variety of projects I have been part of at work, school and outside of it. - hugely interested in technology from a technical perspective too: SQL, Databases, VBA DUTIES - Project management tools, techniques,approaches- Quality-planning, controlassurance, definition and delivery- Responsibility |
|
|
Why do you want to join us? |
Empowering the people (I worked in social sector) - internal and external communications - support from other senior project management professionals - mentorship, events, peers - position structure and the modular scheme - sense and respond methodology, learning the lean approaches - project delivery and seeing the impacts |
|
|
Where do you see yourself in 5 years? |
I see myself advancingto the senior manager role, working on projects of high importance, possiblyincluding multinational companies. I see myself withFutjitsu, because this job is for me a start of a career, which I want todevelop at Fujitsu. |
|
|
What qualities do you have to enable you to reach your aspirations? |
Persistence, eagerness, high-spirited, proactive, never stop learning supportive team worker multilingual - cultural understanding |
