QUEUE Spring Vol 2
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Caresha Gibbs– Interviewed by Marlon Hollins<br />
Queue: So we can all be level one if we<br />
get hired on, but what does it take to get<br />
to level 2?<br />
Caresha: Consistency in your work like<br />
calls, documentation and teamwork.<br />
Showing interest in learning and wanting to<br />
grow in your position, showing leadership<br />
qualities and taking more projects and<br />
roles.<br />
Queue: Do we have to be here for 100<br />
years in order<br />
to be a level 2?<br />
Caresha:<br />
LOL....not at all.<br />
Time is not<br />
really a<br />
factor...just<br />
drive and<br />
consistency.<br />
Being hands on<br />
is important as<br />
well…a prime<br />
example is<br />
Damien and Regina.....both have moved<br />
up quickly because they are both<br />
hardworking and consistent and have<br />
shown interest in taking on a leadership<br />
role.....a true example is Damien!<br />
Queue: Now that i made it to level 2, what<br />
do i need to do to be level 3?<br />
Caresha: Same thing as level 2.<br />
consistency. Taking on more projects<br />
independently and with groups; showing<br />
initiative for growth. It is a natural<br />
progression with the job that we all will<br />
learn more as we work, but finding a place<br />
and something you want to show more skill<br />
on makes a difference as well. For<br />
example, documenting and being the 'goto'<br />
for certain applications naturally makes<br />
you hands on and an expert in that area.<br />
Queue: What if we have all the skills you<br />
are looking for in level 2, but just not good<br />
working with people… but i am almost an<br />
expert in everything else?<br />
Caresha: It is a holistic approach.....but this<br />
is customer service so being good with<br />
people is part of the job and we are<br />
unable to escape that....being an expert<br />
almost naturally<br />
makes you<br />
good with<br />
people<br />
because you<br />
have to<br />
interact to help<br />
disperse<br />
information to<br />
others, either<br />
way......as long<br />
as you are<br />
willing to help<br />
the customer, that is what ultimately<br />
matters right…..<br />
Queue: to become level 3 it will take a little<br />
time huh.. and do we have to take any<br />
online management courses?<br />
Caresha: Again, it is not time that is the<br />
factor, but drive and consistency<br />
Queue: To get to level 3, you must have<br />
learned, seen and done a lot, but what do<br />
you consider to be your most valuable<br />
asset in relation to the ServiceDesk?<br />
Caresha: Customer service is key! follow<br />
up is number #1 and good customer<br />
service is everything!<br />
Queue: can you elaborate on that a little?
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