Flor Grande

MKT 1960 Mentor Interview

Chapter 6 Portfolio 1




1. Chase Holm, Premier Services Manager
2. I have worked for 4Life for about 9 years and about 4 years in my current position.
a. I started low on the ladder and worked my way up and solidified it with a degree in Business.
3. My major duties are:
a. Managing a team of highly skilled Representatives in managing the companys Multi-Million dollar
customer accounts.
b. Qualifying top account and Calculating monthly commission payouts
c. Training and mentoring new and current representatives
d. Manage and support 8 additional call center teams
4. My typical work day consists of relationship building both with top customers and employees. Everyday consists
of timekeeping, Monitoring, and support. Most days are filled with problem solving of complex situations.
5. I enjoy the relationships that are built as well as the feeling of accomplishment when top customers and
employees are growing and improving.
6. The part I like the least is communicating negative information or enforcing policies that I do not agree with. I do
both because it is my job and if I want different policies I need to be my own boss.
7. I average about 45 50 hrs per week depending on the week.
8. Travel is required for my job. I travel domestically and to Latin America for training and events.
9. About 20% of my time is spent working alone. I am either sought out or I seek others out to help constantly.
10. I must have a working relationship with our legal, IT, accounting, Customer Service, and warehouse
departments. These relationships allow me to communicate faster and achieve faster results for our top
customers.
11. I do not need very many outside working relationships since the other internal departments take care of most of
the external parts. I mainly need relationships with events companies.
12. My most successful project has been my position as a whole and the team. We have grown our customer base
by 85%
13. For an International event we hired a transportation company to pick up our top customers from the airport and
drop them off as well at the end of the event. Some issues arose when people claimed they were the customers
but actually were not, leaving the customer stranded at the airport. The transportation company did not know
the customers and had no way of verifying identity. We learned that a little extra work and time would save us a
lot of headache in the long run. We had a person from our team coordinate the transportation since they were
familiar with the customers needing transport.
14. The most important traits a person must have are:
a. The desire to serve. With top customers we are here to serve.
b. The ability to learn quickly. There are a lot of tasks that become complicated and we have to learn to
handle them and use them in future cases.
c. A positive personality to be able to handle the stressful atmosphere
d. Be able to organize time efficiently so as to not get behind in work or over stressed.