Shakima Gaither Case Study

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Shakima Gaither - She needs to be monitored for following through on scripts. She tends to take short cuts to end calls quickly. She is doing much better with following the NAPE, but that’s because she knows supervision is close by. She does forget procedures on JPM prayer and UL. She could be quizzed on JPM prayer on how to handle certain calls. She needs to know the exceptions on UL with discounts. Sandra Stiles - Sandra could use a refreshing overall. She does try and do well, but will often get confused on procedures for clients. She needs to learn to use her quick reference. I have spoken with her many times about customer service notes or address updates on JPM prayer. She would benefit from playing games on all clients except, General

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