Nike

Question 1

Examples of Communication

Answer 1

• Insurance Claim - clash with QC over denial of claim. She became personally frustrated with me, wanting to close out - right thing was to advocate for the customer. Focused on facts, drove to resolution.
• Rosi - Adjusted strategy due to repeated conflicts over correct process. Would complete the email discussion, then flip the resolution to manager so she could reinforce the correct process in 1-on-1s.
• Samah - Beginning of current role, reacted angrily when I asked her about her process for managing a shared tool. Scheduled a meeting to review my new role and how it intersects, and why understanding her process helps me.

Question 2

Example of Miscommunication

Answer 2

• Veronica - Called a meeting, seemed unstructured, accusatory tone. Discussed with manager, shared my perspective, said I was happy to discuss further. Relationship improved - was not her intention. Discussed more positive ways to deliver the message.
• Rosi - example of chronic miscommunication. Put everything in writing, give her manager the heads up, she can then reinforce in one-on-ones.

Question 3

Tell me about a time when you felt it best to just “roll with the punches” in a work related situation.

Answer 3

1. Volume Forecasting - my recommendations not followed, Director has other concerns and goals.
2. Client Flip Flops (Approval process for Time Extensions)
3. Implementation of bad processes (Insurance Notification template update)

Question 4

Think of a day that you had PLENTY of things to do.

Describe how you scheduled your time.

Answer 4

*Take 5 minutes to sketch out a plan and prioritize

1. Check on Team
2. Urgent Items
3. Routine daily tasks
4. Longer term projects, collaborations

Question 5

Describe your system for keeping track of multiple projects. How do you stay focused?

Answer 5

OneNote - Build section for ongoing projects. Keep all relevant details in one place (e.g. email action items that are not yet resolved, rather than in Outlook).

Distractions can be overcome by consistency and organization.

Question 6

Experience in Managing Multiple Deadlines

Answer 6

• The last 2 years have been very project oriented
• Block out/dedicate time for projects in Outlook - set reminders for critical deadlines
• Organize/track meetings and milestones in OneNote
• Be flexible in recalculating priority and timelines
• 2020 projects: Matrix update, Survey Service Recovery, Caseload Analysis vs MSFT surge, Caseload Analysis for departures (Yamil, Sakina, Jonathan, Egan pending)

Question 7

Most difficult experiences

Answer 7

• Jade - new hire who was missing a core skill that was integral to the job. It was an exercise in patience, but also exposed the gap of access to information (i.e. integration of OneNote). Documentation of continued issues for management, culminated in her termination.
• Relocating Employee who Passed Away
• Background Check Fail - found out from van line, had to call up and verify the news. Avoided making any definitive statements, wished him good luck.

Question 8

What were the major obstacles that you overcame in your last job? How did you deal with them?

Answer 8

Old tech, antiquated approach. I rebuilt everything.

Question 9

How did you turn a problem into a success?

Answer 9

• Surveys - under goal initial two years, now a success and a probability model that we can use to understand where we are at any given moment
• No single view of relocation available - created more detailed spreadsheet

Question 10

When did your responsibilities change?

Answer 10

Senior Role - my manager asked that I take the lead on managing escalations, in an effort to address them early and avoid noise at the client level.

Current Role - Leading weekly Caseload Meeting, gaining visibility into forecasting decisions, identifying revenue opportunities

Question 11

Where would you like to see yourself in two (2) years? In five (5) years?

Answer 11

• Thriving in a managerial role, goals achieved, successful new relationships, foundation for personal development expanded.
• Transitioned to a new role with additional responsibility, whether managing a different team, working with a unique client, or exploring my analytical leanings in a data-aligned position.

Question 12

Tell me about a goal you have set for yourself. What steps are you taking to accomplish it, and/or accomplish it already?

Answer 12

*Strengthen Business Intelligence knowledge/abilities

1. Self-Education
2. Experimentation with building tools/models, practical problem solving
3. Enroll in UW’s “Foundation of Databases” course

Question 13

Greatest accomplishment(s) or success(es)?

Answer 13

Survey Results, which is the sum of other improvement efforts (excel tracker, OneNote, improved processes)

Question 14

What is the most interesting thing that you have done in

the past three (3) years?

Answer 14

Volume Analysis - because it was a complex design that a thought experiment that required thorough consideration of the relocation specialist’s caseload.

Question 15

How to create a good Teamwork Environment?

Answer 15

• Involve team in discussion of new processes and the pros/cons of each change - gives an opportunity for them to air their grievances and feel concerns are heard and considered/incorporated
• Add transparency/accuracy to discussion of survey results - empowers the team through knowledge, gives the feeling of partnership to push for a goal that does hold financial rewards for each team member
• Take the time to teach (e.g. how Excel works, why policy exists, etc) - helps to solidify our processes in the minds of the team members; top performers benefit most, drives growth in understanding

Question 16

Describe yourself in three (3) words.

Answer 16

Innovative, Supportive, Thorough

Question 17

How would you describe your personality?

Answer 17

• Calm and thoughtful in my communication style
• Analytical, open in my thought process
• Unique ability to focus

Question 18

What trait(s) do you find irritating in a co-worker?

Answer 18

Dishonesty

Carelessness

Question 19

Tell me about the most satisfying job your have ever had and describe why.

Answer 19

My current job/previous role

*Had the opportunity to drive real change with my ideas - colleagues open to change, collaborative atmosphere

Question 20

What frustrated you the most about your last position?

What did you do about it?

Answer 20

Current Position - access to answers; client is sometimes hard to pin down.

Followed up politely, then leveraged account management to highlight critical issues if necessary.

Question 21

What do you do as a stress relief activity after, before, or during work?

Answer 21

• Jogging/Treadmill - get outside and walk during
• Home Renovation/Projects
• Music

Question 22

What was the most stressful situation you have

experienced in your work? Tell me how you handled it?

Answer 22

2018 pressure - low results, loss of 2 employees, no new hires until following fiscal year.

I took the lead to pick up the slack by taking on a caseload and put in overtime to conduct a complete team analysis. My insights into the data resulted in a 2-pronged strategy: (1) transfer from another team to fill in gaps, (2) request for 3 additional hires, which was approved in early 2019.

Despite the turnover, our team achieved record survey results in 2019 and performed admirably through our peak season.

Question 23

Tell me about a leadership role that you have filled in the past. Describe the key leadership skills you feel you have and how you demonstrated them.

Answer 23

Senior Consultant

• Translating the big picture into the correct messaging
• Advocating for efficiency
• Understanding Compromise

Question 24

How do you handle poor performance of employees who are under your indirect supervision?

Answer 24

If we are working together, provide guidance and mentorship if within scope. Document and share with the manager, so that they can address directly.

Question 25

Describe a situation when you recommended the dismissal of a worker who had proven he or she could not handle the job. What process did you follow?

Answer 25

Jade - not as a manager, but provided forewarning that she was struggling with nuance and process steps, then advised that she was not capable of carrying a full caseload due to these limitations. Tracked issues in writing (email chains), provided detailed instructions, followed each case and reported to management to demonstrate the core issues.

Question 26

Give me an example of a time when you went beyond | your employer’s normal job expectations in order to get a job done.

Answer 26

Volume Analysis - I had concerns about our team's ability to carry the workload. Proactively developed analysis with the idea of applying previous year's workload to the upcoming year and calculating the breaking point. Presented to my manager, then got the go ahead to incorporate timecard information and making this the basis of our annual ask.

Question 27

What skills, abilities, and qualities do you possess that will make you successful in this role and facility, as well as in life?

Answer 27

* Highly Organized - efficiently track/manage * Innovative - improve processes/tools to support * Empathetic communicator/leader - mentoring/support

Question 28

What would your last two (2) employers say about you?

Answer 28

Cartus: (1) They've never seen anyone take to the industry like I have, or drive so much change in so little time. (2) I make their jobs easier Junior Achievement: (1) Hard worker, who will see projects through E2E (2) Stays calm in times of stress, knows how to lead

Question 29

What would a previous employer say were areas they | thought you could improve in?

Answer 29

Cartus - Not sure, they have never come up with an area for improvement. Speculating: knowing what/when to delegate.

Question 30

Why did you leave your last three (3) jobs?

Answer 30

WM: I wanted a job that was more active and would drive growth on an inter-personal level (i.e. networking, collaboration, project management skills). JA: I moved to Germany to pursue a relationship -- elaborate Stock Trader: After relocating back to the US, I was looking for an opportunity to further develop my analytical skills in a collaborative environment. Having contacts in the Global Mobility industry, the opportunity made sense and I perceived that quick advancement would be likely.

Question 31

Tell me about a time when you felt like giving up on a | certain job. What did you do?

Answer 31

WM: Struggled in first exposure, data entry = boring. Overcame by figuring out ways to be more efficient, ending with Macro approach be adopting by CSRs, changing the entire system.

Question 32

Qualifications: Degree(s)

Answer 32

English: Communication skills, understanding what is being asked and reading between the lines. Psychology: Also communication oriented but from a completely different angle. Emphasizing, understanding where others are coming from, intuitively grasping which approach is going to work in any given situation.

Question 33

How do you motivate team members to achieve maximum service results? Example?

Answer 33

Management needs to first show its commitment to achieving maximum results by providing the best tools possible – this allows team members to troubleshoot more efficiently and improve the customer experience. Motivation can then be stoked by being transparent with the results and investing effort into mentoring each team member in their areas of greatest need in the context of career development. Example: Leigh struggling with return rate. * Looked at data - not managing weekly report/emails * Education * Macro added to daily report * Timely reminders sent, behavior improved * Included a level of transparency ("we are just 2 surveys away from goal!")

Question 34

What is a healthy team environment?

Answer 34

* Open and honest communication * Care is taken to set appropriate expectations * Team members are invested in their careers. The manager is directly responsible for establishing the team’s working environment, I would focus on (1) making career development a central one-on-one discussion point, and (2) advocating for efficient change implementation

Question 35

As a Manager of others, what is your philosophy about the manager’s role in being present for the team?

Answer 35

* Managing is a role where customer service skills are directed internally instead. * Being present demands that I hold myself to those same standards when it comes to answering emails/requests for assistance in a timely fashion, looking for red flags and proactively addressing them, and endeavoring to make the employees feel that they are valued in every scenario. * When the team knows they can always count on you, trust becomes a cornerstone of that relationship.

Question 36

Greatest Strength

Answer 36

*Ability to communicate - otherwise you cannot make progress

Question 37

Greatest Weakness/area for improvement?

Answer 37

* Ability to delegate - serves the dual purpose of freeing up my time and providing the team with challenges that will drive professional growth * Also: Experience

Question 38

Your most significant accomplishments?

Answer 38

Cartus: 1. Survey Results; 2. Consultant Support; 3. Managerial Support (caseload analysis) JA: 1. Set $575K record for D2D WM: 1. Developed Macro set for setting up files

Question 39

Contacts for Interview #2?

Answer 39

Jodi Lindemann, VP, Account Executive, Account Management Brian Harris, Director Account Management

Question 40

Tell me about yourself

Answer 40

* Relatively new to the Relocation industry (going on 4.5 years) * I've worked in several fields (Accounting at WM, non-profit sector, trading + intensive German) prior * Relo speaks to many of my interests - travel, logistics, real estate, problem solving

Question 41

Nike Initiation Learnings

Answer 41

* Overall initiations down 320 through May, removing interns that total shrinks to 214 * June however showed an increase - Nike has perhaps resumed normal processing, or a backlog has been cleared * Core group of 8 consultants still in place - a number of other consultants handling smaller volume throughout the year, likely similar to Singapore team

Question 42

Nike Survey/Team Learnings

Answer 42

* Core group of 8 - four look flat in 2020, four have increased * Excellent Cartus ratings across the board (7.36-7.51) * Three employees need to improve RR% * Intern RR% of 60% + in 2018-2019 * FTE RR% of 39.7%, 49.9%, and now 40.87%

Question 43

What else should we know about you?

Answer 43

* Everyone who has ever hired me has been very thankful that they did. * There's risk in every hire, and I certainly understand there are other candidates with longer track records or industry experience, but I do not believe that any of your other candidates offer the versatile skillset or can adapt as quickly as I do.