Behavioral Interview (Personal)
What do you look for in a company?
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Describe an acti you are ashamed of , that you do not like talking about.
I have always found the best way to manage a shameful act is to not do it in the first place. I always cross-check my references and data before sending any recommendations out that could potetntially embarras me later. I have made plenty of mistakes but ultimatley I can see the error of my ways and work to rectify any mistake i made , apologize where needed and make efforts to never repeat the same issue again.
Why should i hire you?
I have extensive customer experience and management skills- your role is directly related to this. I have a proven experience in making customers experience better on our site, whether this involves reducing errors, providing Bottom line - I will help you reach goals of decreasing calls into the centers and elevating the company brand in the eyes of the customer. You will not regret hiring me.
Tell me of a time where you assisted in increasing sales.
The *Situation*: When wireless customers creates an account with multiple numbers, the owners name is automatically put on all the numbers. When the user logs into myAT&T - the customer sees is a number and their own name for multiple lines so they really don't know whose line is available for upgrade. This also makes it hard for the user to manage numbers or upgrade cause who really knows numbers, anymore, right? The *Action*: To resolve this issue an increase sales and easier service trans*Action*s; I Opened a Rapid Deployment effort that would check this scenario on login and if the customer had multiple CTNS with the same name we would show an Alert that drew attention to this and gave the customer the opportunity to update the names within the Profile section. The *Result*: As a *Result*.. we saw of implementing we saw a big increase in successful trans*Action* with customers updating their names in Profile. This would ultimately make a decision to upgrade a device much easier since the user would know whose device they were updating.
Why this company?
The deeper your research is on the company's annual reports, the corporate newsletters, business contacts, partners, suppliers, advertisements and articles about the company in the trade press, the better chance you have at answering this question satisfactorily. Know the company's recent projects, their divisions, their location, etc know what the company does
Tell me about a time you had to work away from other people? How did you stay focused on the job at hand. (Ability to work from Home or away from other people.)
*SITUATION*: In my current job I work from Home every day but this was not always the case when I first joined the UAT team Working from home was very new and I have to say, I was really excited at this news because I had an hour commute to work each day. However, at the same time, I know it would be very easier to get distracted and have my work negatively impacted. I had a reputation of always being the tester finding and reporting the most issues for every myAT&T release and I was not going to have that changed now, if anything I would be more diligent than ever but first I had to come up with a plan! *ACTION*: 1. My first step was to ensure I had a nice work area to endure the long hours and away from distr*Action*s. 2. My second step was to lay down the ground rules for my kids - ensuring that they understood when I was working from home I could not be distracted unnecessarily. 3. I needed to make a commitment to myself to continue working just as hard and keeping my spot as the tester who finds, reports, and fixes the most issues with every release. *RESOLUTION*: I have been telecommuting for quite a while and I am happy to say that it is a perfect fit. I know that telecommuting saves me time from traveling, as well as money for gas and lunches so it actually makes me work harder to ensure I do everything I can to make sure leadership knows I am not abusing the privilege. Ever since I have been telecommuting I still obtain the number one sport in issues opened for each myAT&T release.
In many problem *Situation*, it is often tempting to jump to conclusion to build a solution quickly. Tell me about a time when you resisted this temptation and thoroughly obtained all facts associated with the problem before coming to a decision.
*SITUATION*: In my role with production validation team I run data analytics on the errors that occur on the myAT&T website. We have routine maintenance that causes some errors to spike when their associated back-end systems are taken offline. While looking into usage errors I saw one day that one of the errors showed a huge spike the night of a release. *ACTION*: I could have easily contributed this spike to the release that occurred during the previous night but instead I felt it would be better to be sure. I reached out to other team members to see if they were seeing spike with any of their errors. They advised that all their errors were within in normal range, so I continued to see what was happening with my error. I broke down a daily breakdown of the errors to confirm the error did indeed just start with the release. Once confirming this I broke down an hourly listing of the error and saw that this error did indeed spike during the release that occurred on the previous night but more importantly the error was continuing to spike even after all back-end systems have been restored. To ensure this issue was not due to false reporting I used tealeaf to find examples of multiple customers experiencing the issue within the past hour. I was able to obtain fresh examples and confirm this issue was also able to be duplicated I then proceeded to engage the dev team of this critical issue to have it resolved. *RESOLUTION*: The *Resolution* here was that because I did not assume the spike was simply associated with some back-end maintenance; I quickly found current issues and proved the issue was able to be duplicated - I opened a critical ticket to dev and we were able to get the issue implemented into the Redhat that was occurring later in the week. This quick investigation allowed the issues to be resolved and provide a better customer service experience while limiting calls into the call centers.
Tell me about the most complex information you have had to read - perhaps involving research you had to complete. To what extent did this project test your comprehension skills and technical knowledge?
*SITUATION*: Introduction of transfer of billing responsibility into myAT&T was one of the most complicated Business requirement documentation that I have read. I was given this project to lead after joining the UAT team. This document was huge, if I recall correctly, it was about 150 pages of straight requirements. *ACTION*: In order to have a full understanding I basically began this project with page 1 and reading through each user case for a complete understanding of what the business requirements were outlining. I would also collaborate the requirements with wireframes as well as the Content Requirement documents to make understanding the requirements easier. In cases of confusion I would write down questions to ask the business client and/or requirements writer. To ensure I had the correct understanding I would phrase the question in my own language to ensure my understanding was correct. In some cases, emails and Q's were not enough to grasp the understanding I desired; I would open AT&T connect conference calls with all impacted parties to ensure we were all on the same page. *RESOLUTION*: The *Resolution* was in the beginning of the project I knew absolutely nothing of this project but after putting in some time and asking relevant questions and opening needed bridges; I quickly became very knowledgeable in the project and become a Subject matter expert among my peers. With this new knowledge I was able to complete Quality test plans to allow the project to be tested and implemented successfully.
Tell me about the most complex information you have had to read - perhaps involving research you had to complete. To what extent did this project test your comprehension skills and technical knowledge? Be specific.
*SITUATION*: Introduction of transfer of billing responsibility into myAT&T was one of the most complicated Business requirement documentation that I have read. I was given this project to lead after joining the UAT team. This document was huge, if I recall correctly, it was about 150 pages of straight requirements. *ACTION*: In order to have a full understanding I basically began this project with page 1 and reading through each user case for a complete understanding of what the business requirements were outlining. I would also collaborate the requirements with wireframes as well as the Content Requirement documents to make understanding the requirements easier. In cases of confusion I would write down questions to ask the business client and/or requirements writer. To ensure I had the correct understanding I would phrase the question in my own language to ensure my understanding was correct. In some cases, emails and Q's were not enough to grasp the understanding I desired; I would open AT&T connect conference calls with all impacted parties to ensure we were all on the same page. *RESOLUTION*: The *Resolution* was in the beginning of the project I knew absolutely nothing of this project but after putting in some time and asking relevant questions and opening needed bridges; I quickly became very knowledgeable in the project and become a Subject matter expert among my peers. With this new knowledge I was able to complete Quality test plans to allow the project to be tested and implemented successfully.
Describe something you've done that shows your skill in quickly assessing relevant aspects of a *Situation* and taking *Action*.
*SITUATION*: The best example I can give here is a time when I was working with Wholesale Warehouse as their inventory manager. It was a holiday weekend and nobody was in the warehouse but me. A big delivery truck pulled in and the driver advised he only had 1 hour to have these goods unloaded. After looking at the invoice I noticed that this was the big shipment my boss had been looking forward to. This was a huge truck load and getting it done with two people would be tough in an hour but when I asked the driver to assist me and he advised that he was only a driver and that he could not help me and let me know that he would have to leave after an hour whether the unload was done or not. *ACTION*: Concerned that I would not be able to unload this truck myself in time I called my boss and he was upset and after he spoke with the driver confirmed that I would have to get it done myself within the hour. He emphasized how important this was and that he could not afford to not have all these products today. So, knowing I could not unload the truck in an hour myself I needed to get help. Looking across the street I saw a group of teenagers. I ran across the street and offered to pay them each $20 for an hour worth of work. They agreed. First things first is I took them through safety steps on how to lift boxes correctly and then also how to use the dolly's to move the boxes. Once they were set on this to ensure a smooth process I advised the method to which we were going to move the boxes off the truck and into the warehouse (where to stack the new boxes and how high) *RESOLUTION*: The teenagers did a great job - with their help we were able to unload the truck and have the new inventory placed in the warehouse in a nice, neat, organized fashion. The truck driver kept his end of the bargain and left as soon as the one hour mark was up. When my boss came in that next day and saw all the boxes he was impressed he really did not know how big the shipment was until he saw all the boxes stacked up in the warehouse.
Describe a *Situation* that illustrates how well you manage multiple projects at one time.
*SITUATION*: The busiest time in my career was when I was working as a Senior Technical Architect for OPSS. During this time I had the responsibility of managing many different projects which included Writing Test plans for one project while ensuring data was being gathered to test another project, while simultaneously testing current projects that were soon to be released within myAT&T. *ACTION*: In order to maintain my sanity, it was imperative that I set priorities and organize my time accordingly. In addition to setting priorities I would also set personal deadlines to have each task completed ahead of the business deadline. During business hours my main focus would be on the current project that was currently in testing. I would monitor my teams progress to ensure we were on track to complete our testing on time. I would also ensure to join any mandatory calls for the current projects. Once confirmed the current testing was where it should be I would download all current defects to ensure they were being worked - those that were not I would delegate out to my team for follow up while ensuring teammates would report back to me with the updated progress. As time allowed during business hours I would review new project business requirements and proceed with writing test plans or setting up needed calls for clarification. At the end of each day I would review that daily tasks and see if I was on schedule to meet my personal deadlines. If not, I would add in a few extra hours where needed (focusing on higher priorities with closer deadlines first) *RESOLUTION*: The *Resolution* was because I continually tracked my progress on a daily basis I could easily see how close I was to each projects deadline. If more time was needed I could make it up easy enough without putting any unneeded stress on myself of cramming too much work in before the business deadlines. I am happy to say that this system works very well for me, as following it allowed me to meet all business deadlines while also giving quality work to each project.
Tell me about a time you needed to get information from someone who wasn't very responsive. What did you do?
*SITUATION*: There was a time that I was testing the profile section of the myAT&T website. I opened a defect that was outlining a customer experience issue. The dev person rejected the defect back to me advising that this issue was working BAU. Upon reopening the issue again the Dev rejected the issue back to me again. Knowing this developer was not budging on my thoughts alone I proceeded to analyze the issue deeper. *ACTION*: The user experience I was addressing was generating an error in the profile section. So I went and gathered data about this specific error via Business Objects. Once I had the total daily error count I then went into Tealeaf and found a way to narrow down the number of errors that were being generated within the one flow I opened the defect for. I found out that over 60% of the errors were coming from the exact steps that I opened the defect for. I added these new numbers into a spreadsheet with some pie charts for added benefits. I then Q'd the Developer and asked if we could discuss the issue further and when they agreed I let them know that their response makes total sense that the current experience is working as designed however while presenting the data I showed how there was obviously a missed requirement that was not accounting for a specific account type. In an effort to have this error number reduced to provide a better customer experience - I then asked to have the defect re-opened as an enhancement for the next release to which they agreed. *RESOLUTION*: By taking a step back and not just getting into a war of words with this developer I was able to obtain concrete data to back up what I was trying to declare in the defect. While letting the developer know I understood where they were coming from I was able to get their buy-in that the experience I was outlining was missed and could easily be rectified by changing the defect to an enhancement. The issue was fixed and the error was lowered allowing us to improve the customer experience and to add the icing to the cake the developer and I built a stronger working relationship that paid dividends on future defects I was to open.
What systems do you use for keeping track of multiple deadlines, projects, and sets of information?
*SITUATION*: Well with the amount of emails coming in and the amount of phone calls I know that is easy to get overwhelmed if one does not have a system worked out. My first line of defense against disarray is outlook. Second I use One note. *ACTION*: I have a few peeves in this world and having emails in my inbox are one of the worst ones. I know that emails in my box is work to do and I do not want it to get overwhelming so I ensure to address these issues by immediately weeding out non *Action* items - sending informational email to dedicated personal folders for later retrieval if necessary. Deleting junk, and accepting desired calendar appointments. Once completed only *Action* item emails are next I will then work through these email by priority in order to be able to have them removed from my inbox. IN addition to this I also use Microsoft OneNote - with this application I can organize different projects, notes from business documents, emails, chat and phone discussions. *RESOLUTION*: Even though we have tons of information do to multiple projects going on at a time - with good organizational skills I can manage these projects effectively using time proven methods.
A time when you found a better way of doing something?
*SITUATION*: When writing test plans as a Senior Technical Architect we used tabs in excel to write test plans. Each tab would consist of different testing scenarios for each project. Once all scenarios were accounted for there could be up to 30 - 40 separate tabs created. To load these test plans into the testing Application (Quality Center) all of these tabs of information would have to be grouped up under 1 tab called "Combo." This was a very time-consuming process that was shown to me by my fellow Senior Technical Architects. However, after completing this lengthy process a few times I knew there must be a better way to get this job done. *ACTION*: Knowing that taking a little extra time now - I could eventually save a lot of time later; I began researching excel tricks that could be used to possibly combine all the tabs together without all the back and forth Copy and pasting. What I discovered was the ability to create macros to perform this function on all tabs with the click of a button. I went on Excel sites and found where this was used by other people for similar issues and applied that code to a test excel file. With the click of one button I was able to do in 5 minutes what would have taken me 1 hour previously. After this initial test I went and double checked that all the tabs were indeed transferred correctly. I then applied this new macro to another test excel file and confirmed again that it is working as expected. Finally, I was able to successfully use this new trick on all my projects that I wrote test plans for at that time and then I shared this information with my fellow STA's . *RESOLUTION*: The *Resolution* was that not only was I able to eliminate this mundane task of copying and pasting each tab, but I was also able to save a ton of time that could be used in completing other tasks and by sharing my new found trick I was also able to help fellow STA's save this same time so that they could also focus on higher AT&T priorities.
Describe a *Situation* that illustrates how well you manage multiple projects at one time.
*SITUATION*: Within the Product Owner I am responsible for managing multiple capabilities via the SAFE methodology. *ACTION*: In order to maintain my sanity, it is imperative to be organized so I create folders within my outlook for each capability which houses related features and user stories and team communications about each effort. We also join a lot of calls for each feature being worked. I create a one note folder specifically for each feature and one tab is labeled calls where I keep track of the dates the call was , the host, and jey discussion points and action items for me and other teammates. I communicate with scrum teams that are being groomed for future sprints as well as being very clear with any impediments that are stopping each effort from moving forward. I also create filters within AgileCraft to make locating and discussing features and user stories being worked as easy as possible. *RESOLUTION*: The *Resolution* to me being able to manage multiple projects at once would be directly related to being organized. By creating outlook and one notes and communicating with the srum team on a regular basis work flows through the system and we are able to constantly keep fewures being moved from our backlog into Program increments and into production in a very fast paced environment all to constantly be working to improve the customer experience.
Tell me of a time you used data analytics to solve a problem.
*SITUATION*: Within the Production support team we user Business Objects to create reports of errors within myAT&T. We monitor these errors daily for any major increases or decreases. Recently a Usage error started spiking. *ACTION* : I have a spreadsheet that I created to import this data to so it could be more easily managed. After importing the data I could see the usage error sticking out like a sore thumb indicating an issue of some sortn to focus more intently on this specific error by drilling down the hourly occurrence as I wanted to determine if this spike was a possible maintenance issue that only occurred for an hour or two or was this a bigger issue that impacted users out of the maintenance period and was still ongoing? I was able to find more recent examples in tealeaf and also used the data in tealeaf to isolate the specific servers that this error was occurring on. Since it looked like an environment issue I reached out to our Environment team and presented them with the data I collected *RESOLUTION*: The *Resolution* was the Production Support team used the data that I provided and isolated a case where new code was not loaded correctly on certain Atlanta pods. They quickly took the impacted pods out of rotation and we immediately saw the errors return to normal levels. Because I was able to retrieve and analyze the data so effectively; I was able to catch a bad experience early enough to avoid it impacting too many customers.
Describe a time when you had to adapt to a change at work.
*Situation* AT&T was going through a couple reorgs and I was assigned to lead an optimization team for Identity management. I was advised that i needed to do similar work to other optimization teams within myAT&T. *Action:* I decided to attack this new role from a different angle, where the other optimization teams would look at customer comments on a high level I wanted to be able to dig into the comments more thoroughly and be more confident in my teams findings. I created a living trend list that could be updated as we started this new process. I also set up a SharePoint where comments and trends could be captured and made this into an exportable file where I would load comments into a pivot table and provide easy reporting to leadership on weekly trending for customers within IDM. *Result:* The result of this change was my numbers were expectantly lower than the other optimization teams but the the quality of work was much more detailed and more accurate. Because of my new way of approaching optimization efforts my team was able to identify more defects while deep diving comments, provide easily identifiable trends, providing reliable data to move forward with capabilities to be introduced to relieve customer pain points within production.
Describe a difficult situation that you faced and how you handled it.
*Situation*: After being surplussed in January of 2019. Being determined to stay with AT&T as a career I started posting for many positions. A month later and over 30 job postings later I still have not heard any outcome. I had to think that something in the process was not working as I expected so I did the following *Action*: Set up a call with HR lead and made sure that there was not anything on my end that was stopping my resume from progressing. Offered Ideas such as PDF resume, # of postings. She confirmed all my information looked good and gave a little insight on text scanning. I promptly went through and updated all existing submissions that were still open and add key competencies within my resume. I also field in any blank field like (country where I worked) I reached out to Scott MacDonald (Chief of Staff for Brian Collins ) and let him know that I was still looking and asked if possible if he could provide From this day forward, I also check career path daily and kept track of each open positions progress and apply some small change to any opening positions that were key to the posting in an effort to get thought the initial filter. *Result*: After a few days of monitoring these positions and continuously providing updates to keep the filter constantly running checks against my resume - I was able to get to the next level within the candidate process. If I continued doing what I was doing and did not take a step back and make corrective *Action*s; we probably would not be having this interview right now.
Overcome an obstacle - or showed determination
*Situation*: After being surplussed in January of 2019. Being determined to stay with AT&T as a career I started posting for many positions. A month later and over 30 job postings later I still have not heard any outcome. I had to think that something in the process was not working as I expected so I did the following *Action*: Set up a call with HR lead and made sure that there was not anything on my end that was stopping my resume from progressing. Offered Ideas such as PDF resume, # of postings. She confirmed all my information looked good and gave a little insight on text scanning. I promptly went through and updated all existing submissions that were still open and add key competencies within my resume. I also field in any blank field like (country where I worked) I reached out to Scott MacDonald (Chief of Staff for Brian Collins ) and let him know that I was still looking and asked if possible if he could provide From this day forward, I also check career path daily and kept track of each open positions progress and apply some small change to any opening positions that were key to the posting in an effort to get thought the initial filter. *Result*: After a few days of monitoring these positions and continuously providing updates to keep the filter constantly running checks against my resume - I was able to get to the next level within the candidate process. If I continued doing what I was doing and did not take a step back and make corrective *Action*s; we probably would not be having this interview right now.
Tell me of a weakness you have and how you overcome it.
*Situation*: I do not have the best memory in the world If I am given an *Action* item if I do not have time to do it right away there is a very good chance that I will forget to do it later if I get side tracked. However, I think it is important to know ones weaknesses so that they can be addressed with a strength to ensure important matters get taken care of. *Action*: Though my memory is not the best in the world I have a strong conviction to ensure a job is done right and deliver on deadlines I am responsible for. As I mentioned I have strengths and systems put in place to combat my weakeness in memorizing everything. I am an email fanatic. I cannot have any unread emails in my inbox and I cannot peacefully leave a day of work with a full inbox. So, when I am given an *Action* item, that I am responsible for I regualalry send myself emails of work I need to do. I will keep the email in my inbox until my "To Do tas" has been completed. I *Result*: I am actually thought of as a very responsible and quick to act on *Action*s items. A lot of people falsely assume that this is cause I have a great memory when in actuality it is because of a bad memory that I have to send my self emails constant but my obsession for not having clutter in my inbox drives me to take *Action* quickly to ensure work is completed In addition to making sure deadlines are met to combat any I also use my inbox and one note to keep track of important communications in regards to projects. I have a very systematic organization within outlook to be able to easily find and recall conversations and information making people think I have a great memory :)
A time when you went above and beyond to work towards a sell.
*Situation*: I use a flywheel at my house which is basically a stationary bike that connects to the internet and you can watch on demand videos of trainers in NYC studios. It's a pretty cool system as it compares your stats to those who did the class live - makes you really work harder. Anyways, one day I was trying to tune into a video and it would not play. I checked other videos and the same thing occurred. The *Action*: After this happened for a couple days, being a paying customer, I reached out to the flywheel team and they advised that it was a known issue with their content host (Verizon). They were clearly not happy with how Verizon was causing their customers poor service. Seeing an opportunity to potentially get AT&Ts foot in the door I wrote back to the Flywheel team and let them know that I worked within AT&T and that if they were looking to find out more about AT&T; I would be able to put them in contact with the right people. The *Result*: Surprisingly, the CEO of the company reached out to me like a couple weeks later and he was clearly frustrated with Verizon and asked to be introduced to someone who can provide more info from AT&T. Now, I really did not know who the correct person would be, but I knew with a little work I could find the correct contact. So, I reached out to a few folks at our director and AVP levels and found a contact who directed me to a media specialist team. I reached out to the Media specialist and reviewed the email and confirmed they understood the needs of flywheel to confirm they were the right person to handle this type of big sale. When they assured me they could handle it I responded to the email and introduced the flywheel CEO with the media content person and helped them figure out the reviewed with that team and made sure they not only understood what flywheel was but also they could provide the correct options. Unfortunately, the story does not have the best possible ending because right before the meeting the CEO discovered that they were actually locked in a contract with Verizon so they could not consider AT&T at this time but he would be reaching out but he mentioned that he would be in contact with us once the Verizon contract was up.
A time when you provided a big contribution to your team.
*Situation*: IN the Sr product management role I was in change of improving the customer experince within Profile. We would do this by Adhoc testing the site to find issue or by uses *Action*: monitod reports and saw dmctn07 as top profile error. Used tealeaf to find examples , created test data to duplicate. Found that this was a hardstop for customer because they had multiple IDs *Resolution*: Created and incubator that would allow the customer to merge their 2 IDs together that not only removed the customer
Tell me of a time when you made a mistake and how did you recover from it.
*Situation*: My Director reached out via email inquiring about how many people were Clicking on the link account option within myAT&T. *Action*: I opened Adobe analytics and set up a segment to identify how many people were going to the linking landing page and sent them to him. I realized that the numbers may not actually be correct for what he was wanting so I recalled the email and resent the same information but also copied a member of the Reporting team asking her to check that my logic was sound, The reporting person sent back a new report that advised the report was broken down by authenticated and unauthenticated linking flows where mine was combining them. *Resolution*: By knowing that reporting can be a little tricky I recalled my instant response to just gathering numbers and brought in some further assistance to help. By doing so, I prevented my AVP from presenting incorrect information in a meeting later that day.
Describe a time when you made a mistake.
*Situation*: My Director reached out via email inquiring about how many people were Clicking on the link account option within myAT&T. *Action*: I opened Adobe analytics and set up a segment to identify how many people were going to the linking landing page and sent them to him. I realized that the numbers may not actually be correct for what he was wanting so I recalled the email and resent the same information but also copied a member of the Reporting team asking her to check that my logic was sound, The reporting person sent back a new report that advised the report was broken down by authenticated nd unauthenticated linking flows where mine was combining them. *Resolution*: By knowing that reporting can be a little tricky I recalled my instant response to just gathering numbers and brought in some further assistance to help. By doing so, I prevented my AVP from presenting incorrect information in a meeting later that day.
Describe a new suggestion that you had made to your supervisor
*Situation*: On optimization team, deep diving comments and having to forward to DAC to address one at a time via call backs. Recommended providing a way to send a response based on the info I found using generic responses for top issues. *Action*: Proposed that we set up a way to plug in automatic responses to customer to advise how they can bypass their issue and save them from calling into call centers. Boss thought that this would be a violation of CPNI, sending an email without their approval and thought it was not worth pursuing. However, I asked if I could confirm with Compliance team to determine if it was indeed CPNI and if there were alternate work arounds. I reached out to Compliance who confirmed there were possible CPNI issue but they could be easily solved by adding a notification on the survey that would cover any proactive responses provided they were generic in nature. We could piggyback off of a similar process done within the support realm. *Result*: The ultimate *Result* of this was - I understand that there are different opinions and we have to ensure we are taking both customer and company impacts to our changes but instead of just accepting a straight NO - I worked and pursued what it would take to work towards the Yes. Because we found common ground we were able to get a new ideation in the works that would allow my work and deep dives to prevent rework and lower calls into the centers. Unfortunately, right after we had this discussion another reorg was done and this was left in the air but I still believe it is a great idea to pursue.
Tell me of a time when you had an idea rejected, how did it make you feel.
*Situation*: On optimization team, deep diving comments and having to forward to DAC to address one at a time via call backs. Recommended providing a way to send a response based on the info I found using generic responses for top trends. *Action*: Proposed that we set up a way to plug in automatic responses to customer to advise how they can bypass their issue and save them from calling into call centers. Boss thought that this would be a violation of CPNI, sending an email without their approval and thought it was not worth pursuing. However, I asked if I could confirm with Compliance team to determine if it was indeed CPNI and if there were alternate work arounds. I reached out to Compliance who confirmed there were possible CPNI issue but they could be easily solved by adding a notification on the survey that would cover any proactive responses provided they were generic in nature. *Result*: The ultimate *Result* of this was - I understand that there are different opinions and we have to ensure we are taking both customer and company impacts to our changes but instead of just accepting a straight NO - I worked and pursued what it would take to work towards the Yes. Because we found common ground we were able to get a new ideation in the works that would allow my work and deep dives benefit customers and potentially save them from calling into the centers.
Tell me of a time you resolved an escalated customers issue.
*Situation*: While working as a Sr Product manager within the IDM team I was reached out to to assist with an Office of the President escalation. A customer was going through myAT&T and entering her correct credentials and kept getting an error (FPWDRD01) saying that her info was wrong. This is notoriously an issue of user error on the site but I had to make sure due diligence was done before I responded with that conclusion *Action*: I used Zone to see customers correct info was and entered that in the flow and sure enough, I received fpwdrd01. I checked to see if there were recent spikes in that error due to a release, there were not. I tried my own personal data and it worked. I noticed that the customer was using a stand alone DTV credentials. I tried my similar data and it worked for me. I looked into Unisync tool and identified the problem. tGuard, the tool used for authentication somehow and inverted the customers first and last name. I opened a chat room with the tGUard team who looked and saw this issue and they advised they could fix it manually in the backend system. They did and the customer issue was fixed but out of curiosity I asked if they could do a query to determine how many other customers were impacted. But they advised it would not be worth it as it was a small percentage they would just fix them manually. I was not as easy to convince, since we just recently purchased DTV ,I felt there would be many more scenarios like this. I used Tealeaf and dug into FPWDRD01 for users DTV SA accounts and found that almost 60% of a small population were showing that the names were reversed. tGuard again said that they would fix them manually as it was a small percentage. I insisted that a query be built between DTV systems and tGuard and after a little back and forth they did it and we found, 160,000 customers impacted by this issue. *Result*: Tguard acknowledged that this was indeed a major issue and put in a batch fix that would push the fix to all these customer so not only did I test and confirm that this one customer issues was resolved and OOP issue closed but I made sure we addressed the full customer impact and because I did we saw a drastic decrease in error fpwdrd01 for DTV customers.
Something I have done that is rare:
*Situation*: in AT&T there is a coveted award system called Service Excellence Award that is provided to teameamtes who have shown extroridnay work on behalf of the company. I have made 5 nominations for follow workmates and 4 of them actually won the award *Action*: I believe team work and being able to count on your fellow employee is important but I think it is just as important that people who constantly go above and beyond what is expected deserves special recognition. *Result*: I believe that winning this award is a driver for people to continue doing this work because they know it is appreciated. I believe a nomination is an honor in itself but to actuially win it will help people who strive to do so much more than is expected will help keep those employees here with the company but that type of work effort can be contagious and we will help create more workers like them.
Example of time where you did not agree with a decision that was being made?
*Situation*: user story to force new IDs to be contact email but would cause merge functionality to be lost. *Action*: current Acceptance criteria not accounting for leaderships direction to narrow down multiple IDs. brought up my objection to the current user acceptance criteria, Product manager interpreted leadership differently than I did. *Resolution*: we agreed to monitor if merge flow drops we would a contingency plan to open a high priority user story put in for the very next sprint.. so at the very worst the users merge flow would be decreased for a maximum time of 3-4 weeks.
Describe a time when you gave long hours to the job. For example, tell me about when you took work home, worked on weekends, or maintained long hours.
*Situation:* Joining the UAT team I came in at a crucial time where work was in full force and bandwidth was super low. So, there were a lot of testing to be done for TOBR and A-List efforts *Action:* To have the smallest impact on my personal life and to ensure I was making steady progress, I decided that I would test as much as I could in the day then also stay an extra hour and half after work and then come in to work, then also come in an hour in half later the next, the reason for this would be I would stay in the office and miss the heavy work traffic on the way home, then instead of coming in at regular time I would log in earlier at home and complete early testing. *Resolution:* Because I added the extra time around the heavy commute hours I was able to get more work done during times when I would just be sitting in traffic allowing me to not compromise too much valuable family time and it also allowed me to not be interrupted as most people were logged off at this time, providing Quality work and also made the drives to and from work more peaceful while driving to and from work.
Describe a situation in which a crucial deadline was nearing, but you didn't want to compromise quality. How did you deal with it?
*Situation:* While a Sr Technical Architect, A Lot of testing to be done but new efforts coming in that needed test plans and day filled with calls so unable to provide needed concentration to write needed test scripts. *Action:* Stayed late one day after all calls done and was out of Q reach and Analyzed business requirements and forecasted time needed to take to complete test cases, outlined how many extra hours would need to create thorough test cases. *Result:* sticking to the outlined planned I had to work extra 2 hours each day and on 3 -4 on weekends but because I was able to forecast it accordingly, I met testing and test plan requirements During regular I kept up with current test and not compromise quality of work.
Describe a time when you delegated tasks to team-mates.
*Situation:* time when i was doing TOBR testing and had to write test plans, and test at the same time on a short timeframe.
Challenges in working with a group and how you overcame it
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What was your worst project and why
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What are your greatest strengths?
I believe if you strive to do what is right for the customer all company KPI's will fall into place. When I show up for work I am not showing up for my supervisor or even the CEA of the company; I am showing up to do the best I can to make the customer experience the best it can be. So, without a doubt, my passion for the customer is my greatest strength. Second to that is my ability to understand customers and how they think which makes it easy for me to identify pain points and provide solutions that would best
Tell me about yourself
Unlike 80% of the candidates who ramble about their life story and personal matters, start with the present and explain how your qualifications match to what the interviewer is looking for, and how you are an ideal candidate for the job. This approach will help you stand out instantly from the rest of the aspirants and will help you build a rapport very early. For example − "I have a number of accomplishments I'd like to tell you about, but I would like to talk more about the most important priorities of this position. I know from (company's website, newspaper ad, from references, etc.) that these are the requisites for this job profile. Is there anything else you see as essential for this position?"
Describe when you had to take a judgement on a difficult decision.
figure this one out
Explain a situation when you explained a complex idea simply.
need to fill out this one.