SERVICE COMPETENCY
RATING
MANAGER OBSERVATIONS & EVIDENCE
Communication (Verbal &
Written)
Ticket notes are pristine, thorough, and highly professional. Her
phone etiquette is warm, clear, and perfectly aligned with our brand
voice.
System Navigation
(Zendesk/CRM)
EXCEEDS
Expertly utilizes Zendesk macros and Salesforce integrations to
streamline workflows. Proposed three new automation triggers that
were adopted team-wide.
Teamwork &
Collaboration
EXCEEDS
Acts as an informal leader on the floor. Regularly volunteers to
shadow new hires and contributes significantly to the internal
knowledge base.
3. KEY ACHIEVEMENTS & PERFORMANCE METRICS
Customer Satisfaction (CSAT):
Achieved an average CSAT score of 96.4% over the fiscal year, outperforming
the Tier 2 target of 90% and ranking in the top 5% of the entire support organization.
First Contact Resolution (FCR):
Maintained an FCR rate of 82%, meaning the vast majority of complex
escalations were resolved on the first interaction without requiring engineering escalation.
Quality Assurance (QA) Audits:
Scored an average of 98/100 on monthly randomized QA ticket audits,
demonstrating strict adherence to security protocols, process workflows, and communication standards.
Knowledge Base Contributions:
Authored and published 15 new external-facing Help Center articles
addressing recent product updates, which successfully deflected an estimated 300+ routine inquiries per
month.
4. PERFORMANCE STRENGTHS
Chloe’s greatest strength is her exceptional emotional intelligence combined with deep technical acuity. When
dealing with an escalated, frustrated customer, she does not rely on scripted apologies; instead, she takes
immediate ownership of the issue, clearly articulates the resolution path, and follows through impeccably. This
builds immense trust. Furthermore, Chloe is proactive. If she notices a recurring bug or user confusion trend in
her ticket queue, she doesn't just log it—she compiles the data, writes a detailed summary, and submits a
comprehensive Jira ticket to the Product team to address the root cause.
5. CONSTRUCTIVE FEEDBACK & AREAS FOR GROWTH
To prepare for a potential Team Lead role, Chloe should focus on the following development areas:
Balancing FCR with Handle Time:
Chloe's dedication to resolving issues on the first call is commendable, but
occasionally she spends excessive time manually troubleshooting issues that should be escalated to Tier 3/
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Confidential - Customer Operations Evaluation
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