ExampleSelf evaluation: Customer service representative
Overview
This review covers January to December. My focus was speed and quality on chat, which became our busiest channel this year.
What I accomplished
I answered an average of 44 conversations a day against a target of 40, with a satisfaction score of 4.7 out of 5. I wrote four help articles that now answer our most common delivery questions.
Where I want to grow
I want to handle more escalations myself instead of passing them to my lead. I will shadow two escalation calls a week next quarter.
Support I would like
Access to the order system's refund screen, so I can resolve simple refunds without waiting.
Goals for next period
Keep satisfaction at or above 4.6. Handle 80 percent of my own escalations by June.
Draft yours as a customer service representative
ExampleSelf evaluation: Software engineer
Overview
This year I worked on the payments team, mostly on the move to the new billing provider.
What I accomplished
I built the invoice sync for the billing migration, which launched in May with no customer facing incidents. I reviewed about 150 pull requests and wrote the team's guide to local testing.
Where I want to grow
My estimates are often too optimistic. I will break tasks over three days into smaller pieces and compare my estimates with actual time each sprint.
Support I would like
A chance to lead the design for one project, with a senior engineer reviewing the plan.
Goals for next period
Lead one project from design to launch. Bring my estimate accuracy within 20 percent on most tasks.
Draft yours as a software engineer
ExampleSelf evaluation: Sales representative
Overview
My first full year in the role, covering the Midwest territory.
What I accomplished
I finished at 97 percent of quota and opened 14 new accounts. My largest deal came from a referral from an existing customer I had looked after since February.
Where I want to grow
My first quarter was slow because my pipeline was thin. Next year I will block two mornings a week for prospecting.
Support I would like
Ride along calls with a senior rep on two larger deals, to learn how they run the proposal stage.
Goals for next period
Reach 105 percent of quota. Keep at least three times my quarterly target in pipeline at the start of each quarter.
Draft yours as a sales representative
ExampleSelf evaluation: Office manager
Overview
This year I ran the office, the budget and onboarding for a team that grew from 18 to 27 people.
What I accomplished
I kept the office budget 5 percent under plan and managed the move to a larger floor in August with no lost workdays. Every new hire after March had their desk and accounts ready on day one.
Where I want to grow
I want to take more of the HR administration off the founders, starting with leave tracking.
Support I would like
A short course on leave rules and record keeping, and a clear list of which HR tasks I own.
Goals for next period
Own leave tracking for the whole company by April. Renegotiate our three largest vendor contracts before they renew.
Draft yours as an office manager
ExampleSelf evaluation: Warehouse associate
Overview
I worked the day shift in picking and packing all year and helped train new associates in the fall.
What I accomplished
I averaged 124 picks an hour against a standard of 110, with accuracy above 99.6 percent. I trained three new associates on the scanner workflow.
Where I want to grow
I want to learn receiving and inventory counts so I can cover more of the floor.
Support I would like
Cross training in receiving and time to earn my forklift certification.
Goals for next period
Earn forklift certification by March. Keep accuracy above 99.5 percent.
Draft yours as a warehouse associate
ExampleSelf evaluation: Team lead
Overview
My first year leading the support team of six people.
What I accomplished
The team hit its response time target in every quarter. I held one to ones every two weeks with each person and hired two new team members who both passed their 90 day reviews.
Where I want to grow
I still handle too many escalations myself. I want to coach a senior team member to take most of them.
Support I would like
A management course on giving difficult feedback, and a monthly check in with my manager on team development.
Goals for next period
Delegate at least half of escalations by June. Set written goals with every team member by the end of January.
Draft yours as a team lead