1. Michelle Gomez
April 12, 2010
© The Gomez Group. Restricted content. Permission to use in any form must be requested via mo.gomez@att.net

2. Clarify &
Connect
Find your own story, then share it in a way that
creates community, support and opportunity.
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3. C REATE
L LIST
A DD
R EFLECT & REFINE
I NVESTIGATE and
F FORMAT
y OUR STORY!
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4.  Detailed Experience Record (DER)
◦ Dates
Responsibilities Key Accomplishments Work Examples Key Skills Developed
Initially in charge of • Created Client Satisfaction surveys • Letter from • Technical
communications for CCTP. to measure staff support union president expertise in
◦ Role
Established brand, vision, organization effectiveness • Letter from project
and strategic plan for • 2004 – deployed 61 projects , employee management
driving implementation. contributing $1M in revenue and • Mrachek and call center
◦ Organization
Established standardized $1.8M in expense savings Recognition technologies
project management • 2005-$1.4M in expense savings, • Example • Project
processes and tools for risk WFM technology to 6.7K users, CQM Reports (wkly Management
Responsibilities
management, jeopardy technology for call monitoring, and monthly) • Union
◦ management and
communications, and
$41M in revenue(target $55M
revenue, $11.1M capital, $8.2M
• Call Study
Summaries •
Negotiations
Call Studies
Accomplishments
stakeholder expense) • Influence
◦ communications/
management
• Created Contact Observation Team,
conducted statistically valid studies •
Management
Project
Management
Work Examples
Created Change Leadership focused on turning customer voice
◦ Team and associated
processes to manage
deployment
and experience into actionable
intelligence. Contributed over
$10M in savings initiatives
•
•
Skills Based
Routing
Work Force
◦ Skills Learned
communication, training, associated with study findings Management
on-site support and work (repeat calls, new connect f/u, best • Automated
force adoption of new in class behavior, Misc Call Type, Communication
◦ Likes
CCTP tools Under 2 minutes calls, Desktop s and Training
Facilitated JAD (Joint Transaction Compliance, Transfers) • Sales Force
Application Development) • Negotiated with union on Mgmt
◦ Dislikes
sessions in support of new parameters of call recording, and Hierarchy
Reporting Solution Project use with performance management • Contact Quality
$55M incremental revenue • Created standard call handling Management
$60M in savings associated behaviors across national footprint • Call Center
with 1000 employees • Integrated 5 disparate regional Reporting
removed systems and processes in the areas • Call Studies
$136K Net Bad Debt of reporting and contact quality
savings (SBR) monitoring processes
Reduced repeat calls • Created national reports for all
between 9 and 31% across levels within the hierarchy
regions • Established repeat and transfer
reporting to the agent level for first
time in history of the call centers
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5.  Lift Key Skills from your DER
◦ Review your Detailed Experience Record
◦ Create a list of the key skills you have as a result
of your experience
◦ Add any skills you’ve picked up through your
education and training experiences
 List them in Priority
◦ Highest level of skill first, then
◦ Adjust based on the skill you like to use most
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6. Skill List - Highest Expertise Skill List - Most Enjoy
Coach: Train/Instruct:
Set mutual expectations and provide feedback and Teach or explain specialized knowledge using
assistance to enhance individual or group appropriate methods and technologies
performance.
Train/Instruct: Speak to Groups:
Teach or explain specialized knowledge using Present information or point of view to groups in a
appropriate methods and technologies compelling and effective manner.
Build a Team: Organize/Plan:
Assess group strengths and weaknesses and Pull together people, data and/or material resources
negotiate agreeable roles to create a high performing into an order, arrangement or plan to meet
group. objectives.
Manage Projects: Coach:
Establish priorities, work plans, timelines and Set mutual expectations and provide feedback and
resources. Set milestones and coordinate and track assistance to enhance individual or group
the work of the team to ensure on-time delivery. performance.
Organize/Plan:
Write:
Pull together people, data and/or material resources
Focus, edit and express ideas using appropriate
into an order, arrangement or plan to meet
language, tone, punctuation and grammar.
objectives.
Speak to Groups: Present information or point of Build a Team:
view to groups in a compelling and effective manner. Assess group strengths and weaknesses and
negotiate agreeable roles to create a high performing
group.
Write: Facilitate Groups:
Focus, edit and express ideas using appropriate Guide group interaction to reach an agreement,
language, tone, punctuation and grammar. accomplish a task or fulfill the needs of group
members.
Facilitate Groups: Consult: Provide expertise in defining challenges and
Guide group interaction to reach an agreement, opportunities and recommending a plan of action.
accomplish a task or fulfill the needs of group
members.
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7.  Add Values and Attributes
◦ Values clarify what we Attributes Values
believe in and impact Enthusiastic:
Showing up with a level of energy
Spiritual Growth:
Relationship to higher purpose
how we think that is contagious to others
Positive:
and connection to the divine
Family:
◦ Attributes describe our Always able to see the possibilities
and communicate them in a way
Taking care of and spending time
distinct features and
with loved ones
that others see them too
Learning:
impact how we show up Diplomatic:
Presenting information in a way
Continually seeking new skills,
new ideas, truth, understanding,
◦ Together they add to our
that values and respects others
self-awareness
Charismatic:
personal brand and story Positive attitude, enthusiasm and
Self-Care and Balance:
Maintaining and enhancing
verbal communication abilities
physical and emotional well-being
that inspires others
Visionary: Community:
Ability to create a plan then Having a network of support with
inspire other to achieve it common values and interests
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8.  Using your DER and your LIST of Skills, Values
and Attributes, it’s time to REFLECT on how
they work together to create YOUR STORY,
then REFINE them to tell YOUR STORY the way
you want it to be told
◦ Start with WORDLE.NET
to find out what is
jumping out about you
as you put all of these
puzzle pieces together
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9.  Refine your lists as needed
 Build your Professional Commercial
◦ Elevator Speech
◦ 1-2 minute description of you
“I’ve been a Certified Integral Coach for more than 15 years
specializing in communication skills, relationship building and
helping people through change. My AT&T career most recently
has focused on leading change initiatives and managing client
relationships. I love helping people, improving processes and
delivering information and tools that add value to the world. What
else can I tell you?”
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10.  Specific Careers
◦ Take an online assessment to further identify what
career your skills match to
 Specific Companies
◦ Use your favorite search engine to find information
◦ Look for companies who have a mission consistent
with your values
 Informational Interviews
◦ Use your Social Media Connections
◦ Prepare in Advance
◦ Ask for Additional Connections
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11.  Format your Resume
◦ Functional or Chronological?
◦ Skills to include in your “Summary of Qualifications”
◦ Work History focused on Situation, Behavior,
Outcome (SBO)
◦ Focuses on what you CAN do AND what you WANT
to do
◦ Totally true and easily substantiated by the stories
you can tell about your experiences and
accomplishments
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12.  You’ve CLARIFIED
YOUR STORY, and
are now ready to
get CONNECTED
and get that story
out into the world!
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13.  http://www.keirsey.com
◦ Keirsey Temperament Sorter II® assesses you’re
your distinctive traits and qualities, which can help
you identify the work environment you are best
suited for
 http://www.bls.gov/OCO/
◦ U.S. Department of Labor publishes this
Occupational Outlook handbook every two years
◦ Includes detailed descriptions of qualifications,
education and outlook for various job titles
◦ Also includes job search tips and specific
information by state
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14.  http://www.skillscan.com
◦ Skill scan to identify strongest skills and career
directions that match those skills (costs $$)
 http://www.dws.state.nm.us/careersolutions/
CSS-interest.html
◦ Free Career Interest Assessment
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