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Talking About Your budgets (I pride myself on being able to get things…

- - - - Tell me about your last three positions. Explain what you did, how you did it, the people you worked for, and the people you worked with?
        Highlighting Your Skills and Experience
        
        Yeah, so my work history has provided me with a number of different skills that I think are relevant to United Health. My ability to design and manage projects effectively, to stay organized and meet deadlines, and to make decisions based on data analysis. At my current job, I manage two IT projects related to financial services. One has a $1.5 miilion budget and the other a $3 million budget. I work with a team of 7 people and I manage 3 employees. I've drafted scopes of work with project milestones and timelines and I've determined the level of effort for partners who are implementing our software. I manage the budgets of both projects on a day to day basis. My project management position in New York allowed me to really hone my time management skills. With a $2.1 million budget, I set staff and resource requirements for the portfolio of tasks in that project. I often worked under tight deadlines to develop organization charts and scopes of work. I also balance competing priorities among collecting data, communicating with partners, and some marketing work as well. I've learned some valuable methods from managing my time. Now, at both my internship and my New York position I performed extensive data analysis with a focus on specific metrics that could assist our decision making. I learned to be methodical, and detail oriented. Now, at my current job, I rely heavily on empirical data to ensure that the path we're on is backed up by evidence. In fact, I just recently suggested adding a feature to one of our programs based on usage data that we collected from our clients. We added the feature, and have gotten great feedback on it. I'm confident that these skills, project management, time management, and data-driven decision making, these are skills I can bring to United Health to help you achieve your goals of helping others lead healthier lives and driving innovation.
        
        Why Are You Interested in this Position?
        
        Well, first, I'm attracted to United Health because you're an industry leader. Your consistent ranking in the top tier of healthcare companies tells me that you have high standards, standards of excellence and so do I. I want to be part of a company that strives for excellence, especially on a mission as important as healthcare. So, yeah, to be able to apply my skills and background in service of a mission to innovate healthcare, to be able to impact our society on a large scale, improving service to healthcare providers, improving service to healthcare recipients. If I can be a part of an organization that delivers all of that, then that's absolutely a career I have to go for. That's using my strengths to make a better world. Not only would I be helping others lead healthier lives, I would also be contributing to the growth of a top tier company. Plus, there's the benefit of professional development
        
        How so?
        How would this position help you develop professionally?
        
        Well, this position aligns perfectly with the direction I want to move in my career. First, building relationships and delivering results to clients is what I want to be known for. More importantly though, I'm passionate about healthcare and helping others lead healthier lives. The more people are in good health, the better it will be for our society, the economy, and our future really. I feel that I can make a significant contribution to your mission by shepherding new solutions that will come from the innovative teams at United Health. Healthcare and health insurance, it touches so many lives, so it's important to me to work toward a better future that promotes a health life. Essentially, I see this position as a perfect blend of my professional goals and personal passion.
        
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- - - - I carefully use my personal planner and spreadsheet processors. When I am trying to coordinate multiple responsibilities, I find being able to make notes and record date information makes it far easier to accomplish each task successfully and move on to other work. I am usually pretty strong at keeping information straight, but when I recognize that there is potential for overlap between different accounts or cases, I use a spreadsheet to ensure everything remains organized.
        
        The benefits specialist position requires strict compliance with federal and state policies. What experience do you have that would prepare you for researching and following these policies?
        
        While I have never been in a position that required me to follow federal policies, I have ample experience with research from when I was working in sales. Learning how different areas have different needs and what concerns different clients possibly had, as well as taking appropriate approaches, really prepared me for incorporating restrictions into how I do my job. I am certain that I will be well-qualified to follow the guidelines that are in place.
        
        Administrative responsibilities are at the center of the benefits specialist position. What experience do you have in administration?
        
        I have plenty of experience working in an office environment, so administrative tasks are no problem for me. My very first job was as a receptionist, which required me to keep different documents organized and deliver them to the appropriate destinations. As my career advanced, I also began creating documents, placing orders, and performing other advanced administrative tasks that I am now very familiar with and will be able to do without any issues.
        
        Do you have any experience in accounting or an otherwise math-related field? Describe what responsibilities you have had that required number management.
        
        I am actually interested in entering the benefits specialist field because of the previous accounting position I held. When I became an accountant in an office setting, I realized that this was the kind of work that I was interested in. We were completely responsible for the firm’s finances, so I believe I certainly would be able to tackle the compensation and benefit management tasks that I would face in the benefits specialist position.
        
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- - - - If a customer is rude, unruly or confrontational, what do you do?
        I approach every customer with the same respect and acknowledgment, but if I am dealing with a customer who is hostile, I handle the situation carefully. Rather than reacting to his or her dissatisfaction, I try to deescalate it and determine the source of the upset. In doing so, I can formulate a solution and help. Above all else, I express empathy to show that I care and truly want to help. By doing this and remaining focused on a resolution, I can typically handle complaints and find a way to satisfy needs without worsening the situation and causing more upset.
        
        When a customer is looking for a product or service you cannot provide, what do you say?
        Occasionally, a customer will need something that we simply don’t have, but it is poor customer service to say this and end the interaction. Instead of responding negatively, I handle this situation by positively framing the options I have that may closest fit the person’s needs. I also acknowledge the fact that I cannot offer the exact item needed and apologize.
        
        Why should we hire you for this position?
        When responding to this interview question, focus your answer on the skills and abilities you possess that tie most directly to the job’s requirements and needs. Also, emphasize any past work experiences you have that relate to the job. Drive home the fact that you’re “the one” for the job, and do so in a manner that doesn’t sound conceited.
        
        How do you exceed a customer’s expectations?
        To answer this interview question thoroughly, use the following formula:
        
        Explain how you identify the root of the customer’s concern
        Describe how you come up with a solution
        Detail how you would take the solution a step further
        Lastly, tell your interviewer about a time that you exceeded a customer’s expectations.
- - - - This job will require you to meet certain sales goals. Would you describe yourself as a goal-oriented person?
        
        Yes, I would. I ran track in college, and through that experience I learned how to set goals and make plans to achieve them. I also learned how to keep raising the bar in order to challenge myself to improve, and I’ve carried this practice over into my work life. I enjoy pushing myself by setting challenging goals, and I’ve been able to succeed at every job I’ve held because of this attitude.
        
        Our merchandise associates must have detailed knowledge of our entire range of products. Can you explain why you believe you can excel at this task?
        
        I believe I will excel because of my dedication to doing the job well. When I was hired as a sales associate at an electronics store, I had very little knowledge of any of the products. Most of my coworkers learned about the products only while they were on the clock, but this method was too slow for me because I hated not being able to give useful input to customers. I made flashcards to study at home, and I quickly became the most knowledgeable employee in the store. I approach every new job with this same mentality.
- - - - Can you tell me about a time when you had to interact with a difficult client?
        
        One incident that comes to mind is when a client was very unhappy with the way his attorney was handling the case but not unhappy enough to leave the firm. This client would constantly look up legal information on the internet, which often proved inaccurate or incomplete, and would insist that the attorney use it to handle the case. As the paralegal, it often fell to me to interact with this client and explain why his attorney’s recommendations made the most sense. I had to employ a lot of diplomacy in order to ensure that the client felt heard and understood, while at the same time persuade him of the correct course of action. Eventually, the client came to trust his attorney’s handling of his case and was ultimately satisfied with the outcome.
        
        What steps do you take in order to manage your workload and meet deadlines?
        
        I use paralegal software to organize my cases and make a timeline for deadlines and priorities for each case. At the beginning and end of each day, I take a few minutes to review my current workload, add any changes and input new tasks. This allows me to constantly have in mind the total picture of my work obligations and ensures that tasks or projects do not fall through the cracks.
- - - - What is your knowledge of our store’s products?
        
        I have worked at a bookstore in the past, and I make it a point to become familiar with the most popular authors and genres. This allows me to make recommendations to customers. For example, if someone were to come in wanting to buy the Harry Potter series, then I would recommend similar books for young adults. I have found this approach is particularly successful with customers who frequent the store because they are the most open to hearing suggestions and trying new books.
        
        How successful have you been in delegating tasks?
        
        I think it is crucial to delegate tasks wisely. Naturally I cannot do everything myself, but when it comes to delegating I think it is important to pinpoint employees’ strengths in order to give them the best assignments. Workers who are more outgoing and extroverted tend to do better on the sales floor talking with customers. Other employees are more efficient restocking shelves, manning the register and ordering new supplies. I make sure everyone has a task and understands the importance of the task to the overall success of the company.
- - - - You’ll be responsible for tracking payments and making sure they come in on time. How are you with talking about a sensitive issue like money?
        
        Having dealt with so many contracts professionally, I’ve learned that the financial element is just another part of the job. People understand what they’re paying for and shouldn’t be surprised when the time comes to pay. It’s a delicate matter, and it’s important not to make a client feel ashamed, but any contract administrator should have no qualms with discussing fees.
        
        Negotiations can lead to long and stressful days. How are you at dealing with those situations?
        
        I think it’s both important to get things done and also to recognize what might be holding a negotiation up. I’ve been in meetings that were going nowhere until everyone had a quick coffee break, and then things got back on track. Negotiations aren’t always easy, but both sides want to come to a conclusion. Those long days can be very beneficial when handled properly.
        
        We have a high volume of open contracts. What’s your process for prioritizing what needs to get done first?
        
        I keep track of filing and due dates so that I can stay on top of what is on the agenda and what needs to be handled next. Part of that is maintaining a good record of all correspondence between the various parties. It’s important to not only know what’s coming up next on the company calendar, but also what’s been requested and where any negotiations might have stalled. That makes it easier to follow up with clients who might be dragging their feet.
- - - - What aspect of customer service do you struggle with the most, and what have you done to improve in this area?
        
        In my first job at a fast food restaurant, my biggest struggle was maintaining an energetic and engaging outward appearance. I was so nervous that I would mess up that I often looked worried or distracted to customers. My confidence grew as I gained experience, and now my personality is one of my strengths.
        
        This position can often be stressful. What are your strategies for dealing with stress on the job and preventing it from negatively impacting your work?
        
        I believe one of the best ways to deal with stress is to develop a culture of teamwork. If every employee takes responsibility for supporting one another and providing assistance when needed, stress is much easier to handle. On a personal level, I have learned to focus only on the things I can control and to not allow the things I cannot stress me out.
- - - - How do you handle criticism? If the marketing manager asks you to change something, will you be okay?
        
        Obviously I want to do a good job, and I hope that my manager is consistently pleased with my work. At the same time, I understand that there might be times when things need to be changed. I want to make the necessary changes and try to be a team player. When I receive criticism, I try to be a good listener so I understand what I did wrong. I also ask questions if needed. This way I can learn from my mistakes. As a result, the criticism helps me become a better employee in the long run.
        
        How do you handle deadlines? Can you work effectively under pressure?
        
        I thrive under pressure and do well with deadlines. I understand that if there is a deadline, I may be required to stay late at work or come in early to make the deadline. In my previous role, we were launching a new mobile app. We had to get all of the promotional content ready prior to the launch date. This required a few weeks of long hours. I put in the time because I new it was necessary for an effective app launch. Because the content was on time, our company was able to generate more sales with the app.
- - - - Successful employees in this field employ a strategy for remaining organized and keeping many tasks straight. How do you approach this problem?
        
        This was a huge requirement when I was in my reception position. The amount of information and scheduling that I had to manage was immense. To tackle this issue, I mainly used my personal planner, but occasionally I employed spreadsheets. I believe that I attained pretty consistent success in organizational management during my time in that position. I also believe that I will easily be able to apply the experience I had managing information to this customer service agent position.
        
        Tell me about your long-term career goals. Do you plan to remain in customer service?
        
        The customer service industry is my goal for at least the next five years. I am trying to gain as much experience as I can as I pursue a career in public relations. I hope to be able to hold this position for at least the next several years, and I also plan to pursue a leadership position. I really hope that I can tackle this position head on and gain some valuable experience in communication.
- - - - Have you ever successfully upsold products?
        
        Yes. I use to work at Harpo Goods, and each associate set daily goals in relation to the number of products they anticipated upselling. I learned how to recognize which merchandise items are complementary to each other and would use this as leverage when describing why a customer would benefit from purchasing additional units.
        
        Tell me about a time when you had to deal with conflict.
        
        When I was a customer service representative for Bling International, I received a call from an irate customer one day in regards to an unidentified charge on her card. After some research, I discovered she had unintentionally signed up for a trial service and hadn’t cancelled within the allotted period of time. I listened carefully to her concerns and assured her we hadn’t intended for the charge to be concealed or surprising. I immediately cancelled her membership with that specific program and was able to refund her the money. Two weeks later, I followed up with her and confirmed she had received the refund and was satisfied.
        
        Are you able to confidently educate customers on product usage?
        
        Yes. I enjoy working with people and providing them with information regarding product availability, usage, and maintenance (if required). I see that your company offers an impressive range of kitchen accessories. With my previous work experience in customer service at TinTrade, I am confident I will be able to share my knowledge of cookery with your customers.
- - - - Our assemblers belong to a labor union. How would you juggle the demands of the union against the demands of our plant’s business?
        
        I have worked in union shops before, and understand how strong that influence is on the business. Some production managers take the “us versus them” stance when referring to non-union versus union workers, but I don’t think that’s the best way to handle things. I prefer not to roll up my sleeves until I’m sure I need to. In other words, I’m not the type to make threats or ultimatums that only make the relationship worse. The business needs must come first, but not at the expense of employee rights and benefits. I strive to keep up with what other companies in the industry are doing, so if there’s a problem, I can point to how our employees receive similar, if not better, benefits, compensation and working conditions.
- - - - How would you describe your customer service skills?
        When answering this interview question, describe your customer service skills in a manner that emphatically communicates this: you always provide great customer service, to customers of all types (pleasant ones, and difficult ones too). And note that you always do it in a timely, easy-going, and polite manner.
        Sample answer: You could say that I’m “customer obsessed.” I always put the customer first and make sure that they know that they are important. I listen to their problems and offer the best solutions.
        
        This position requires functioning well within a team to resolve customer issues. Can you describe your experience working in a team environment and your teamwork skills?
        Sample answer:I was part of two teams in college: the baseball team and the student government. Both experiences involved working closely with people who held very different viewpoints from mine. Those differences turned out to be valuable because opposing perspectives resulted in greater solutions than we would have otherwise found. The most important thing I have learned about teamwork is that in order for a team to reach its potential, everyone must contribute and be valued. On those college teams and in every job I’ve held, believing that everyone has something to bring to the table has resulted in better results and a better culture.
        
        Would you describe yourself as someone who can easily handle fast-paced, high-pressure situations?
        Sample answer: Yes, I would. I previously worked as a cashier at a busy big-box retailer, and the environment during holiday sales was incredibly hectic. Cashiers were given scores based on the speed at which they completed checking out customers, and too many low scores resulted in discipline from the lead cashier. Many of my coworkers regularly complained that the system was unfair. I embraced the challenge, however, by focusing on the things I could control and ignoring the things I couldn’t. This strategy made me the fastest cashier in the store and kept my stress level low.
        
        Can you describe a time when you dealt with a difficult customer. How did you handle the situation?
        Sample answer: The most difficult customer I’ve ever seen was someone who came to the customer service counter at the office supply store where I worked. The customer was irate that we would not match a price even though the products were not the same. After I politely explained this to the customer, she began screaming personal insults at me. I kept a smile on my face, apologized for the inconvenience and suggested checking another store. The customer realized that I wasn’t reacting to her tirade and soon left.
- - - - How to Answer the ‘Tell Me About a Time When You Were Forced to Think on Your Feet’ Behavioral Interview Question
        
        In my previous position I was working with a team on an important presentation. I was designated as the speaker to present to the board of executives. I had almost completed the slideshow when my computer caught a virus and I completely lost the presentation, the night before I was set to present it. I did not have the data backed up anywhere else and did not have another computer. That night I wrote out as much as I could remember of the presentation on flashcards and practiced the portions that I could remember to ensure that I had a solid base to work with. I headed into the office first thing in the morning and accessed the file that the team had compiled for the presentation. As my other team members arrived I explained the situation to them, and we all worked together to ensure that we were covering all of the needed information. Together we were able to assemble the full presentation in time for the meeting where I had to present it.
        
        Tell Me About a Time When You Had to Make a Decision- But Didn’t Have All the Information Needed.
        
        I had a hard deadline of noon on a Monday, by which I had to submit a grant application on behalf of my boss, who was out of town. We had worked all weekend making sure every piece of the application was in place, but somehow we had both overlooked a key component. My boss was flying and would thus be unable to communicate until after the application was due. The information required was something that could best be provided by my boss; however, by comparing previous applications and verifying the details with the department’s business office, I was able to put together the relevant information and made the decision to submit the application before the deadline. It was accepted, and we won the grant.
        
        Describe a Time When You Were Faced With Problems or Stresses That Tested Your Coping Skills.
        
        At my last job I was in charge of planning the company’s Christmas party. This entailed finding a venue and getting everything ready for over 100 employees. A week before the party- the venue I had booked two months in advance voided our agreement. They had that power in our contract- but I was freaking out because I had no idea where to look for a new venue to have the party. I talked to my spouse about this- which always helps me cope with stressful problems. She recommended a hotel conference room where one of her friends had her wedding reception. I talked to them and booked the room- and the Christmas party went on without a hitch.
        
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