APPENDIX
Review
Remember at the very beginning of the book when we discussed the two main things you will need to do to win the interview?
• Sharpen and finely tune your interviewing skills so that you will be in a position to win every interview.
• Make your career transition your number-one priority—no window shopping or testing the market.
By now you should have a very good grasp on the first item and you can further sharpen your skills by completing the worksheets that follow. By finishing this book and taking notes along the way, you have also committed yourself to making your career transition your number-one priority. Congratulations!
Remember, interviewing is a skill-based discipline. Even if you are the most qualified candidate, have the perfect resume, and possess the right background and career path for a particular opportunity; you may still lose the interview if your interviewing skills are not sharp. As with any skill-based discipline, the more you practice, the better you will perform. The tips, tricks, and techniques we covered are no substitute for your attitude, perseverance, and focus on your career search. Use them as tools to aid in your skill development and keep refining the skills.
Lastly, if all else fails during your next interview, remember these two things and you will do better than most of your peers.
• Tell SOAR stories when answering questions.
• Close—Even if you think the interview was a complete disaster, close using one of the methods we covered.
Sample Resumes and References
Chronological Resume
FIRST LAST
1234 Any Street
Anytown, US 12345
(321) 098-7654, [email protected]
EXPERIENCE:
Service Company, Customer Service Team Lead (6/08 – Present) Tampa, FL
Lead a 30-person customer service team in a call center Tracked all key performance indicators for entire team Interviewed and trained new customer service representatives Was responsible for second level call response for entire floor Provided daily and weekly reports to the Director of Customer Service
Participated in weekly staff meetings
• Reduced the shift’s average Time to Resolution from 3:37 to 2:54
• Developed new call scripts for several reoccurring questions
• Team was ranked #1 of 4 in total customer satisfaction
Business Name, Customer Service Representative (7/06 – 6/08) Atlanta, GA
Handled in-bound customer service calls for three different business lines in a call center setting. Dealt with billing and payment questions and assisted customers with accound management for cell phone accounts.
• Awarded CSR of the Month award 3 times in a 12-month period. Only multiple award redipient in the company
• Received 27 letters from satisfied clients referencing personal service provided
FIRST LAST
Page two
Business Name, Office Intern (9/05 – 6/06) Washington, DC
Assisted Office Manager in various office functions including reception, accounts payable, accounts receivable, sales support, administrative support, and customer service. Attended staff meetings and presented weekly lessons learned to the Office Manager.
• Extended offer of full-time employment after graduation
• Recognized by the Office Manager as instrumental in the office’s perfect audit score
EDUCATION:
BS Marketing – University of Maryland, 2006
• Chapter President, National Sorority
• Intramural soccer
ADDITIONAL INFORMATION:
• Enjoy running, reading business periodicals, and golf
• Graduate of Dale Carnegie training
Functional Resume
FIRST LAST
1234 Any Street
Anytown, US 12345
(321) 098-7654, [email protected]
Summary of Qualifications
Highly motivated leader with eight years’ corporate experience. Proven ability to motivate and work effectively with teams to produce results. Especially skilled at building effective, productive working relationships with customers via a consultative approach. A natural communicator with exceptional interpersonal ability, excellent written and verbal communication skills and a proven record of accomplishment. Mission-focused and results-driven performer, while never losing sight of the importance of people. Energetic self-starter with excellent analytical, organizational, and creative thinking skills. A talent for analyzing problems, developing and simplifying procedures, and finding innovative solutions. Committed to the highest levels of professional and personal excellence.
Selected Accomplishments
Leadership:
• Managed 46-person team, providing operations and maintenance in support of $18M worth of field-deployed medical diagnostic equipment.
• Named as head customer support contact for $70M merger integration effort. Acted as the single point of contact for application integration teams responsible for system merger of two Fortune 500 companies.
Communications:
• Compliance Manager; Designed, promoted and taught six worldwide training seminars in person and through use of Web-based services.
• Presented equipment upgrade plan to division vice president; received $2.3M budget approval. Completed project under budget and ahead of schedule.
Initiative:
• Engineered equipment tracking system upgrade with RFID, ensuring visibility of all assets deployed through distribution center.
• Developed data solutions providing worldwide access to critical scheduled and preventative maintenance records for all devices.
Performance:
• Promoted from IT Manager to Division Director within 11 months of joining new company
• Star of Excellence Award finalist; Presented to #1 IT Professional in 350-person IT Department
Med Device Company |
2002 – Present |
IT Manager |
2002-2003 |
Division Director |
2003 - Present |
IT Start Up Firm |
201 - 2002 |
Education:
BS in Computer Engineering, ITT Tech – Palmdale, CA
• 4.0 GPA
Combination Resume
FIRST LAST
1234 Any Street
Anytown, US 12345
321) 098-7654, [email protected]
Extensive background in managing all the aspects of an operational P&L to include sales, operations, logistics, customer service, and administration. Results-oriented in achieving quality, service, new markets, efficiencies and cost reduction goals/objectives. Ability to grasp new concepts and ideas quickly and develop innovative methods to meet objectives. Sent into many operations/departments as corporation lead person to turn around ailing results and rebuild management teams. Qualified and ready to continue executive level responsibilities.
SUMMARY OF QUALIFICATIONS
Six Sigma Black Belt with progressive experience in operations, logistics, sales, and customer service
Consistent results achieved, over time, relative to quality, service, efficiency and cost objectives
Skilled manager, negotiator, communicator, and leader; inspiring work teams to excel
Expert process, strategy, organization and problem-solving capability through creative and analytical capabilities
Ability to generate “out of the box” ideas and concepts to break existing paradigms and improve operations
|
Talent Recognition & Development |
|
Continuous Process Improvement |
|
Profit & Loss Leadership |
|
Workflow Planning & Prioritization |
Inventory Management ControlFIRST LAST
Page two
PROFESSIONAL EXPERIENCE
Company Name |
Aug 2008 - Present |
Assistant Group Vice President |
Sep 07 - Present |
Responsible to the Group Vice President for the day-to-day operation of a $224 million business to business services company with revenues in excess of $32 million. Act as a resource in operational matters for 18 General Managers. Providing direct, local support, on site, in all sales and profit functions. Travel 60% of the time.
• Recognized as the subject matter expert in strategies to improve profitability in Group locations
• Certified Six Sigma Black Belt responsible for completing corporately directed projects focusing on increasing sales and profit throughout the company
General Manager |
Dec 03 - Sep 07 |
Responsible for growth, profit and customer satisfaction for a business to business services location with sales in excess of $12 million and profits in excess of $2.0 million. Led an organization that consisted of 141 employees, 10 department managers and 7 supervisors.
• Achieved continued growth of 21% and profit of 17% over previous two years. Only location in Group to achieve new business goals
• Recognized as the #1 General Manager in the Group in FY06
Production Manager |
Aug 99 - Dec 03 |
Responsible for overseeing the operation of 5 production facilities including: management, customer satisfaction and cost control for the #1 group in the corporation.
• Reduced group’s overall cost of goods to below 15% over 2 years saving 5% under industry standards or approzimatelly $10 million per year
EDUCATION
BS in Business Administration, University of California at Los Angeles – 1998
• Specializing in Production and Operations Management
• Captain of water polo team
Curriculum Vitae
FIRST LAST
1234 Any Street
Anytown, US 12345
(321) 098-7654, [email protected]
EDUCATION |
JD MBA - University of Michigan |
2008 |
|
BS - Harvard University |
|
|
Business Administration |
2005 |
HONORS |
National Marketing Foundation Fellow, |
|
|
Harvard University |
2005 |
|
Phi Beta Kappa |
2004 |
|
Dean’s List, University of Michigan |
2006-8 |
AREAS OF |
Business planning and strategy. Start up and entrepreneurial |
|
SPECIALIZATION |
Planning. Investor relations, angel investing, venture capital presentations and pitches. Business plan writing and review. Profit and Loss, income statement review, financial and Income statements. |
|
INTERN EXPERIENCE |
Review of monthly and quarterly financial filings for private and public companies. Presentation of findings to executive staff and participation in group and divisional group meetings. Field benchmark information gathering to determine best practice solutions for widespread implementation. |
|
AFFILIATIONS/MEMBERSHIPS |
Future Business Leaders of America |
FIRST LAST
Page two
SOFTWARE/PROGRAMMING |
BizPlan Pro |
Advanced |
|
PeachTree |
Proficient |
|
QuickBooks |
Proficient |
|
MindFlash |
Expert |
|
MS Project |
Expert |
|
MS Office Applications |
Advanced |
|
C++ |
Advanced |
|
.net |
Proficient |
|
Ruby on Rails |
Learning |
|
Photoshop |
Proficient |
WORK/INTERSHIP HISTORY |
GreenGas Propane |
Internship |
2004 |
|
JuLuTech |
Paid Internship |
2005 |
|
The Lansing Project |
Research Incubation Team |
2007 |
References
FIRST LAST
1234 Any Street, Hometown, ST 12345
(321) 098-7654, [email protected]
PROFESSIONAL REFERENCES
Mr. Samuel Jackson, VP of Sales (Current Immediate Supervisor)
1234 Work Drive |
Phone: (123) 456-7890 |
Box #4321 |
E-mail: [email protected] |
City, US 12345 |
|
Excerpt from performance evaluation:
“Aggressive sales representative that constantly surpasses goals. Self-motivated performer that needs minimal supervision to achieve company and personal objectives. The best sales representative I have ever had the pleasure of working with.”
Mr. Owen Wilson, Regional Sales Manager, Acme Company (Former Employer)
1234 Performance Street |
Phone: (123) 456-7890 |
Suite #A1A |
E-mail: [email protected] |
City, US 12345 |
|
Copy of personal note on work anniversary:
“I cannot thank you enough for your contributions to our team. You have accomplished more in your first year of sales than most reps dream of in their careers. We are thrilled to have you. Keep up the good work and congratulations on President’s Club!”
FIRST LAST
Page two
Col Vince Vaughn (Former Military Unit Commander)
1234 Military Drive |
Phone: (123) 456-7890 |
Box #4321 |
E-mail: [email protected] |
Hometown, US 12345 |
|
Excerpt from fitness report:
“An asset to any team. Ability to grasp complex concepts and immediately put into action. Performs at a level above his current rank and billet. Understands the principals of effective leadership and the importance of its impact upon out entire unit’s success. Uncapped developmental potential, ready to assume increased levels of responsibility.”
PERSONAL REFERENCES
Mr. Wil Ferrell
President, Integrity Pumps (Family Friend)
1234 Main Street |
Phone: (123) 456-7890 |
Hometown, US 12345 |
E-mail: [email protected] |
Mrs. Jessica Simpson
Principal, Oak Grove High School (Former High School Principal)
1234 Education Lane |
Phone: (123) 456-7890 |
Hometown, US 12345 |
E-mail: [email protected] |
Mr. Vincent Chase
Sales Director, Big Bear Films (Former Employer - Internship)
1234 Hollywood Blvd |
Phone: (123) 456-7890 |
Hometown, US 12345 |
E-mail: [email protected] |
Salary History
FIRST LAST
1234 Any Street, Hometown, ST 12345
(321) 098-7654, [email protected]
SALARY HISTORY
Company Name
1234 Work Drive
Box #4321
City, US 12345
Job Title (Dates)
Starting Salary/Rate: Amount (Round to nearest whole number)
Ending Salary/Rate: Amount (Round to nearest whole number)
Bonus and Commission Earned:
Year: Amount
Year: Amount
Stock Options Earned:
Year: Amount
Year: Amount
Job Title #2 (Dates)
Starting Salary/Rate: Amount (Round to nearest whole number)
Ending Salary/Rate: Amount (Round to nearest whole number)
Company Name
1234 Work Drive
Box #4321
City, US 12345
Job Title (Dates)
Starting Salary/Rate: Amount (Round to nearest whole number)
Ending Salary/Rate: Amount (Round to nearest whole number)
Bonus and Commission Earned:
Year: Amount
Year: Amount
SOAR Method Worksheets
While you may encounter different versions of the following questions, these should provide you with a solid baseline to develop your SOAR stories. The list is by no means all-inclusive, it is meant to teach you how to prepare for the questions. For each question, give your SOAR response an easily remembered name to jog your memory, should you encounter the question in an interview. The worksheet is for you to use to script out your responses and then use while you rehearse. I recommend making flash cards for each response with the question on the front and the SOAR response on the back.
Sales
• Why Sales?
• Describe for me a typical sales cycle in your current position.
• Tell me about a situation where your contact person changed at a key account and what you did to adjust to the new contact.
• What percentage of your targets did you achieve?
• How many appointments did you typically have in a week?
• Give an example of when you had to change your approach to gain access to a prospect.
• Give an example of when you had to overcome an objection from a prospect.
• Tell me about one of the most time-consuming sales you ever made.
• What goals have you set for yourself this year? How are you progressing?
• Tell me about a sale that you did not get.
• Give me an example of when you had to make a presentation to a panel or group.
• What do you enjoy most about sales?
Operations/Leadership
• Describe your leadership style.
• Do you perceive a difference between a leader and a manager?
• How do you function in a team setting?
• What would your peers say about you as a leader?
• What are the three most important values you demonstrate as a leader?
• Tell me about a time when you had a direct report that was not meeting expectations.
• During your college experience, tell me about a time when you demonstrated your leadership ability.
• How do you keep each member of the team involved and motivated, while keeping morale high?
• What steps do you take to ensure that the work you delegate is successful?
• What is the biggest area you could improve upon from a professional and personal developmental perspective?
Customer Service
• Tell me about a time when you had to deal with an angry client.
• Define customer satisfaction.
• What do you see as being the greatest challenges today in the customer service industry?
• Why do you like dealing with customers?
• Can you tell me about a time when you did something extra for a customer?
• How many orders/calls do you currently deal with on an average day?
PM/Engineering
• Give me an example of how you used your leadership skills to help your project team meet a difficult challenge.
• What was the most stressful aspect of your last project and how did you deal with it?
• Tell me about a situation during a recent project when you had to adapt or change directions.
• Describe the most complex project you have managed from start to finish.
• How do you manage you vendors? N How do you keep organized?
• Describe the most significant written technical report or presentation that you had to complete?
• Tell me about your greatest success in using the principles of logic to solve an engineering problem.
Reference Card
Answering Behavioral Questions
Phone Interviews
Problem Solving Questions
Phases of the Interview
