I have [insert number of years] in experience as a [insert the work that you do].

In
my most recent job, I managed 50 salespeople based in 5 offices across the country.
Under my leadership, we have increased sales from $5 million to $40 million in my
first 5 years as Managing Director. During my job before that I worked for [insert
company name] as a [insert your role].

My academic training was in [insert your degree field]. I attended [insert name of
university] on a full academic scholarship and earned a Bachelor’s Degree in [insert
field]. I graduated summa cum laude. After that, I attended [insert name of
university] on a [insert any scholarship you may received] and got a Master’s
Degree in [insert field].

What do you like most and least about your present/most recent job?

What I liked least about my job is the location. I want to move back to [insert name
of city where the new job would be located] in order to be closer to my family and
friends. Also, we do not have a solid system in place for feedback, so employees are
often in the dark about how they are doing.

What I like most about my most current job is the freedom we are given to work on
special projects. We are allowed to allocate 20% of our work schedule to pursue
projects of our own interest. I developed a new software program that enabled our
team to work more efficiently and stay on top of what was going on in each
department.

How have you changed in the last five years?

I’ve gained a greater understanding of who I am and what I want for my career. For
example, 4 years ago, I started out studying law. It was something that really didn’t
light me up. I then took a few marketing courses and realized that marketing was
much more interesting to me. I switched over to marketing and have enjoyed it ever
sense.

What do you think about your current boss?

My manager is the kind of manager I would want to be. He is attentive, good at

establishing goals for the team and motivates me to be a better [insert your
vocation]. His enthusiasm is infectious. He also gives great feedback.

Sometimes it is difficult to hear his feedback, but it has helped me to improve and
has contributed greatly to my success.

What duties in your present/most recent job do you find it difficult to do?

It can sometimes be hard to stay on top of e-mails. When I first started, I used to
check my e-mails only once per day in the morning, but what happened is that I was
missing a lot of important intraday e-mails from customers and investors.
What I do now is set aside three 30-minute blocks during the day to respond to e-
mails in order to avoid critical correspondence slipping through the cracks. During
the other blocks of time, I’m either at my desk working on projects or in meetings
with my team, supervisor, or one of our clients.

3. Past Education

Past Education
Discuss your educational background.

My academic training was in [insert your degree field]. I attended [insert name of
university] on a full academic scholarship and earned a Bachelor’s Degree in [insert
field]. I graduated summa cum laude.

After that, I attended [insert name of university] on a [insert any scholarship you
may received] and got a Master’s Degree in [insert field].

As far as extracurricular activities, I was involved in [insert a few activities that you
were involved in during college].

How well did your college experience prepare you for this job?

My college experience gave me a solid foundation in [insert your degree field]. I

took courses in [list 2-3 courses that you took in college that are pertinent to the job
that you are applying for]. I look forward to applying what I learned to deliver value
to the [insert name of role] role at [insert name of company].

Why did you choose to study [insert your industry here, e.g. marketing]?

I chose marketing because I always enjoyed the rigorous tradition of analyzing the
market, conducting research, devising a strategy, and executing a well thought out
campaign. My marketing major has prepared me well for the type of work I want to
do.

What were some of your extracurricular activities in college, and how did those
activities help prepare you for the current job?

I was involved in [insert activities that you were involved in as well as leadership
roles that you might have held]. These activities helped me learn more about
teamwork, time management, project planning, and leadership….all skills that I
believe will be important to succeeding in this role.

Is your GPA representative of your academic ability?

My GPA is not representative of what I am fully capable of. When you look at my
grades, you will notice that I steadily improved as I progressed from my freshman
year through my senior year. A large reason for this is that I learned how to manage
my time better and became more efficient in studying.

I used to spend a lot of time on the wrong things. Making mistakes along the way
taught me what I should be focusing on. By the end of my sophomore year, I had a
solid study strategy that I used for all of my classes. This process helped me get As
and a few Bs in all my classes from that point on.

Do you plan to pursue an advanced degree?

Yes, I have recently applied for an executive online MBA program at several
universities. I think it is important to continue advancing my education to in order to
help me expand my knowledge and contribute more to the firm.

If you could go back in time and make any changes to your college experience,
what would those be?

I would have studied abroad in China. When it comes to business, China is and will
be a real force for many years to come.

I also would have studied Mandarin Chinese. This language will be a great asset to
those looking to do business over there.

A few months ago I purchased some audio Mandarin Chinese courses that I listen to
daily in order to begin the process of learning this complex language. It is a lot of
fun. I only know the basics now, but through consistent practice I hope to attain a
basic level of proficiency within a year and a half.

4. Career Goals

Career Goals
How do you define success?

I define success as working hard towards a significant goal and achieving it. There is
nothing like the feeling that you get when you give it your all, make sacrifices, and
grind towards a challenging objective and after a period of time you either meet or
exceed that objective.

Tell me about your career goals.

My major goal is to advance into a management-level role in the area of global

strategy. This company has a lot of potential to do even better than it is currently
doing in markets such as Latin America and Africa. My on-the-ground work and
living experience in both regions as well as my fluency in Portuguese and French
would enable me to make an immediate contribution.

Why are you interested in working for [insert company name here]?
[Insert name of company] is an international company with operations in more than
25 countries around the world. I’ve always wanted to have the opportunity to work
for an international company.

Also, this particular role is well aligned with my background, skillset and the goals I
have set for myself for my career. I always believe that it is important to do what
you love, and [insert industry] is what I love. [Insert name of a company] is a market
leader in [insert industry], and I know I want to work for the market leader.

Why should [insert company name here] hire you?

If you look at my education and work experience, there is one thing that is common
between the two: I’ve been successful at what I’ve done. From my academic
performance at [insert name of your university] where I finished summa cum laude
to my last job where I helped increase our revenue 4-fold in less than 3 years, I have
a strong desire to do the best I can no matter where I go.

I hope to bring this same mindset to the [insert name of role] role at [insert name of
the company that you are applying for]. I enjoy developing solutions to challenging
problems. My supervisors usually turn to me for solutions that will work.

How long do you expect to remain employed with [insert company name here]?

I would like to work at [insert company name here] as long as there are continued
opportunities to grow. Continuity is important to me, and I’m confident that the
longer I stay at the firm, the more I will learn, and the bigger impact I can have on
the organization.

Where do you see yourself in five years? Ten years?

My focus right now is finding a position at a company in [insert name of your field]
where I can build a career doing what I love, [insert name of what you do]. In 5-10
years, I want to have increased responsibility and ultimately be in a management
position where I am involved in [insert 2-3 areas you hope to be involved in].

What is your dream job?

My dream job is one that enables me to work on interesting projects in [insert your
field] on a full-time basis….a job that enables me to make the most out of the
knowledge and skills I’ve acquired through my education and past work
experience…and a job that continually presents new challenges to keep me
engaged and always learning. A positive team and a supervisor that provides a solid
vision and direction is also a huge plus.

How important to you is job security?

Having spent [insert number of years] in this industry, I know that job security is not
guaranteed. My focus is on being the best [insert your profession] I can be by
providing enormous value, making an impact, and continually growing and seeking
challenges.

I cannot control what strategic decisions are made at the top, but I can control my
motivation to becoming an outstanding performer and an asset to the organization.
I look forward to that challenge.

What are your salary requirements?

What is the salary range that is typical for someone of my background and skillset?

What were your starting and final levels of compensation at your previous job?

I keep that information confidential, but the salary range I’m looking for now is
[enter your desired salary range here].

What do you like the most and least about working in this industry?

What I like most about this industry is that it moves fast, and you need to stay on
top of the latest trends in order to remain competitive. What is hot now will be
obsolete in less than 2 years.

What I like least about working in this industry is that there are a lot of firms out
there that don’t have ethical business practices, and that really tarnishes how
people perceive this industry. This is one of the reasons I chose to apply to [insert
name of company] because of its solid reputation and track record in the field.

5. Interpersonal Skills

Interpersonal Skills
Tell me about a time when you disagreed with your boss.

My boss was the type of boss who used to always tell me that if everyone is
agreeing in the room, someone is not thinking. One of the qualities I liked best
about my boss was that he would welcome disagreement and believed it was an
essential part of our team producing the best product possible.

I can recall a project early on in my job where I recommended that we invest more
into organic SEO rather than paid SEO programs. The paid SEO programs were
getting the immediate hits and conversions, but the costs for keeping these text
link ads up and running were really high.

My idea was to implement a mixture of paid and unpaid SEO and gradually phase
out the paid SEO as the unpaid SEO began to get traction. My boss strongly
disagreed and requested I put together a presentation in order to explain my side. I
did just that, and he approved a small unpaid SEO budget.
Within a year, our leads from unpaid SEO activities exceeded the leads we
generated from paid SEO. You can imagine my boss was proud.

What are your co-worker pet peeves?

I’m not bothered by a lot, but I would say that my #1 pet peeve is those who say
they are going to do something and don’t do it. Being dependable and being
counted on as someone who can deliver when he or she promises to deliver is
tantamount to being a reliable team member.

Give an example of how you worked on a team.

At my previous job, I co-wrote the script for the launch video on YouTube. The video
ended up going viral, got over 2 million views and was featured on a number of
media outlets, including CNN, Huffington Post, TMZ, Glamour, GQ, MTV, Men’s
Health Magazine, and Women’s Health Magazine.

To this date, it was one of the most successful team projects I’ve ever worked on.

How did you handle conflict with a coworker or boss?

A lot of conflict arises from lack of communication or miscommunication. As soon as

conflict arises with either a coworker or a boss, I try to nip it in the bud as soon as
possible by scheduling a meeting with that person to have a face-to-face chat in
order to clear the air.

The worst thing that you can do is to not say anything or do nothing and let the
conflict escalate. These clear-the-air sessions are necessary to ensure that everyone
is on the same page as far as expectations of what needs to be done and how it
needs to be done.

How do you handle non-productive team members?

If there is a non-productive team member, I like to take that person aside and have
a one-on-one meeting where we discuss my expectations from that team member.
This conversation is not one-way though.

Before I begin to discuss my expectations, I ask that team member questions about
what they like most and least about working at the company. This person’s
response can provide good insight into why that team member might not be as
productive as he or she could be.

After getting on the same page with that team member, the work does not stop
there. I make sure to positively reinforce behaviors that were changed for the good.
Positive reinforcement does not have to be financial, it could be as simple as a
“thank you” or a “that was a great job.” By positively reinforcing the good
behaviors, you are more likely to motivate the other person to continue exhibiting
that good behavior.
Last, it is important to tell that team member how important they are to the team
and how the work that they are doing contributes to the big picture and impacts
the greater vision of the company. Often a team member might not be productive
because they feel that they are not valued. People want to feel valued.

How do you behave when you meet new people?

I try to have a balanced conversation with new people I meet. I like to ask a lot of
general questions in the beginning to find out more about them and to try to see if
we have some common ground or shared interests. The key for me is to listen well
and work on establishing rapport.

Would you rather be liked or feared?

I would rather be respected, a leader who leads by example. Wanting to be liked

too much could lead to an inability to be effective when the time and situation
demands a strong leader, while being feared generates a work environment of
negativity where everyone walks on eggshells and is afraid to speak up.

There will be times when tough decisions need to be made, and everyone might not
agree with me. There will be other times where I would need to give constructive
feedback to an underperformer. And there will be other times when a team
member might need to offer me constructive feedback.

Regardless of the situation, I would rather strive to be respected rather than liked
or feared because respect is the cornerstone of effective leadership.

What is the most difficult thing about working with you?

I’m a perfectionist who strives to give nothing less than my maximum effort at
everything I do, no matter how small the task and how unimportant it might have
seemed to me. The little things do count and good supervisors will take notice.

I remember early in my career I worked at an office where I was given some of the
most mundane tasks like sharpening pencils, buying food for the office, or
scheduling meetings. Even in those situations, I made sure to give my maximum
effort to make sure that those tasks were done well and to the best of my ability,
knowing that if I did this, I would eventually be rewarded with more interesting
work and an expanded role within the organization.

What kind of work environment makes you most comfortable?

During my last two jobs, I worked in an open plan office where each person worked
side-by-side. I enjoy that kind of environment the most because it is the true “open
door policy”.

My boss actually sat right beside me, so if I needed to ask any questions, all I had to
do was ask. Communication in this setting was fantastic, and the sort of information
silos that often occur in the cubicle or closed-door office environments were few
and far between.

Do you mind reporting to someone who is younger than you?

Not at all. That person who I am reporting too has most likely proven themselves at
lower levels of the organization or at another organization and has a wealth of
knowledge to share. What matters is competence and a drive to succeed, not age.

How do you maintain a positive discussion?

I maintain a positive discussion by making the other person feel valued and that his
or her contributions are making an impact on the vision of the organization. I also
keep a long term view, knowing that most of what we worry about in the short
term is often never as catastrophic as it seems in retrospect. It is important to keep
a present-minded focus with a vision for the long term.

How do you feel about working for superiors who may be less competent than
you?

I do not have a problem with working for superiors who may be less competent
than I. While he or she may be less competent than me in one area, they might be
more competent in another. Everyone has strengths and weaknesses, and that is
why I like to work as a team. We can all learn by watching each other at work.

What do you think is necessary to do in order to build and maintain good

relationships?

Communication. I believe that a lot of what goes wrong when a relationship doesn’t
hold together is due to miscommunication or a lack of communication.

For example, with my clients, I like to speak with them at least once per quarter to
find out what they like most about our product and areas in which we can improve.
This open communication builds trust and leads to solid relationships with my
clients…to the point when they need something or have a problem that we are able
to solve, our company is the first one they call. Our business has been so strong and
consistent over the years because of our strong attention to our relationships.

How do you establish good communication and information flow with others?

Listening is the foundation of great communication. I have noticed that when I am

focused on listening when the other person is speaking, the other person with
whom I am communicating is more likely to reciprocate the listening. Similarly, with
information flow, I like to be transparent and not be afraid of sharing information
with others. I find that, when I do so, others are likely to share what they know with
me.
Another way I establish good communication with others is through my attitude. I
notice that when I am positive and upbeat in my communication, others are more
likely to match my attitude. Positive emotions are often contagious.

What, in your view, makes it difficult to relate well to certain customers?

From time to time I have to deal with angry, difficult, or rude customers. The key
when dealing with these customers is to remain calm and professional with the
customer. It is often good to allow them to blow off some steam.

Most customers who call in and are angry are dissatisfied with some aspect of our
service, so angry customers are like gold because they tell us exactly how they feel
and provide valuable insight into areas where we can improve.

Empathize with the customer and offer a solution on how to correct the problem
situation. It is important not to take these encounters personally. Often someone
might be upset because they had a bad day. Regardless of the reason, I do my best
to stay calm and collected.

6. Integrity

Integrity
Have you ever dealt with a company policy you weren’t in agreement with?

My last company had a policy that we had to be out of the door by 5pm. And while I
didn’t agree with the policy, I had to abide by it because there were strong
regulatory reasons why that policy was in place. Not abiding by it could result in
disciplinary action.

I love my job, so often the time flew when I was at work. Leaving at 5pm was tough
on a number of days, but I learned to deal with it and make the most of the time
that I was on the job.

Give an example from your personal life when you were dishonest with someone.

I had a friend who had a DUI and asked me if it would impact his chance of getting a
job. I told him it wouldn’t as telling him otherwise would impact his confidence to
go out there and look for work. It would have resulted in a self-perpetuating cycle in
which he can’t find work because he didn’t believe he could find work.

In the end, he did get a job. It took a while, but he did get a job.

If you saw someone in the workplace doing something unethical, what would you
do?
If I see someone doing something unethical, the first thing I do is get more
information. I go to the employee handbook that is posted on our intranet website
in order to find out if the action was a violation of company policy.

I also consult the employee handbook to find out what to do in a situation in which I
identify unethical behavior. There are often specific reporting channels that a
company advises employees to follow in these situations.

7. Teamwork

Teamwork
Give an example of how you worked on team.

Decisions I have to make within a team can sometimes be difficult, only because
these decisions take more time and require deliberate communication between
team members.

For example, when we were working on the script for the animation for the launch
video at my previous company, we had to make a number of choices about how to
use our limited budget. Because these decisions involved group conversations, our
team had to learn how to communicate effectively with one another, and I believe
we ultimately made the best decisions for the team. The launch video ended up
getting viral with over 3 million views.

What are your strengths in terms of influencing people?

I think that I am a great communicator and have the ability to help people visualize
success. People are naturally skeptical when someone else presents an idea that
differs from what they believe should be done, so I work on helping them to see
what a successful product will look like.

I also think that another key why I am able to influence others is that I try to step
into their shoes and understand their needs and wants. By trying to understand the
world from their perspective, it becomes easier to weave what I want done with
what they want or need personally. And, as a result, I am able to help them share
my vision.

Describe a team experience you found rewarding.

At my previous job, I was on a team that needed to create a compelling launch

video. As you can imagine, everyone had different ideas about what should be done.

Because these decisions involved group conversations, our team had to learn how
to communicate effectively with one another, and I believe we ultimately made the
best decisions for the team. The launch video ended up getting viral with over 3
million views, and sales of our product took off like wildfire.
Explain how you operate inter-departmentally.

I like to keep my communication short, and concise because I understand people

are busy and appreciate brevity when and where appropriate. I try to avoid e-mail in
situations where a phone conversation or face-to-face meeting would be more
appropriate or efficient. In all cases, I seek to choose the communication channel
that maximizes efficiency.

Aside from business, I also like to get to know others from other departments on a
more personal level by scheduling periodic lunches or coffee with those key
members who I work with on a daily basis. It is amazing what these short meetings
can do to strengthen an already good working relationship.

Tell me how you would react to a situation where there was more than one way to
accomplish the same task, and there were very strong feelings by others on each
position.

I think it is key to acknowledge both sides, so the best way to approach these
situations is to list the pros and cons of each side, giving both people a chance to
speak and make their case.

If this was a situation where I was working on a team, after that, I would
recommend that the team takes a vote (a simple show of hands would suffice) to
see which option the group prefers. The option with the most votes would be the
path that we would take on that particular task.

What is your usual role in a team?

I work well within a team, either as a leader or a follower. In situations where I am in

a team that is working on projects that are more aligned with my background and
skillset, I tend to take the lead.

Do you prefer working as a team or alone?

In most situations I prefer working as a team. However, in my industry, there are

some tasks that are more efficiently done alone. I can go either way. It really
depends on the situation.

How open-minded are you to other member’s ideas?

I consider myself open-minded. I think it is important to listen to others. When you

are more open to listening to others, they are more open to listening to you.

What have you done to contribute toward a teamwork environment?

I co-wrote the script for the launch video that went viral, got over 2 million views
and was featured on a number of media outlets, including CNN, Huffington Post,
TMZ, Glamour, GQ, MTV, Men’s Health Magazine, and Women’s Health Magazine.
To-date it was one of the team experiences I’m most proud of during my career.

8. Conflict Resolution

Conflict Resolution
How do you react if you find that someone you work with does not like you?

I have been in situations like this before. The key is to not take the person’s dislike
of you personally. Keep positive and don’t return that other person’s negativity with
your own negativity, that is only likely to escalate the situation.

Next, I would have a one-on-one conversation with that person to better

understand our work relationship and how we are to work together going forward
so that everyone is on the same page.

Usually, these conversations are sufficient to let everyone know where everyone is
coming from. I would also have these one-on-one conversations, not in the office,
but somewhere more relaxed such as a coffee shop or a restaurant.

Tell me about a situation when you had to settle an argument between two
people.

I would suggest to them to both calm down and then sit down between each other
to discuss the situation. If they needed an intermediary, I would consider sitting
down with them in the meeting to moderate the discussion.

Often if something has come to the point where there is an argument, it is because
one person or the other has been bothered by something and failed to
communicate it. This displeasure adds up and then escalates into an argument.

Proper communication between the two parties is essential so that the two sides
can understand the other person’s perspective. It is a critical part of conflict
resolution.

9. Leadership Ability

Leadership Ability
What would your direct reports say about you?

My direct reports would say that I have a strong work ethic and am dependable.
They know that when I say that I am going to do something, I do it, no excuses. I am
punctual…all my meetings start on time.

I also encourage feedback. All of my direct reports know how they are doing at any
given time because I meet with everyone individually on a regular basis.
Are you a leader or a follower?

I can do both. In situations that require my experience or expertise, I have a

tendency to take a leadership role. This is especially true when I am working on
projects that are more aligned with my background and skillset. I can also be a great
follower and enjoy learning from others.

What are some of your leadership experiences?

I was tasked with leading a team of 6 to create an online video marketing campaign
for the launch of one of our new products. I had to manage the entire process,
including the design, animation, script, and the voiceovers. It was a long process
that took months. After we were finished, I had to write a report about the results.

The video that we created went viral, was far more successful than we had ever
imagined, and had over 4 million views. The executives were impressed, and
following my year-end performance review, I was promoted to Vice President.

How do you make the decision to delegate work?

I delegate work based on the strengths of the members of my staff. Everybody has
strengths and weaknesses…some may be great writers but not great speakers,
some may be great at executive pre-assigned tasks but lack creativity to devise new
strategies. I have been fortunate to have a great staff that works well as a team.

After assigning the task, I give them the space to do the job as they see fit. I consult
with them periodically to see if they have any questions or need any assistance.

You have a team member who is not meeting his commitments, what do you do?

If a team member is not meeting his or her commitments, it might mean that the
task is too difficult. I adjust the goal into something that is somewhat of a stretch
for that employee but is attainable.

Tell me about a situation where your loyalty was challenged. What did you do?
Why?

Loyalty like reputation is gained over time. It takes time to build up but can be lost
quickly. How I approach these situations is communicating with the person who
challenged my loyalty in order to get as much information as possible about the
situation before making a decision on what to do.

If it looks like, in fact, that particular employee intentionally did something to

challenge my loyalty, I would take action as soon as possible by communicating to
that person that whatever action was done that challenged my loyalty is
unacceptable and must not happen again. I would record this in writing so that it is
clear to the employee that he or she must not repeat the action again or risk a more
severe action.
If the behavior continues, possible removal of the employee would need to be
considered.

How do you handle team members who come to you with their personal
problems?

If someone comes to me with a personal problem, I listen to her. This means that
she trusts me, so I will be there to help. I would suggest to that employee a solution
and give advice on what she can do to stay busy at work in order to try to take her
mind off the situation.

How do you motivate team members who are burned out, or bored?

I see being burned out and bored as two different situations, both of which deserve
different responses. If a team member is burned out, it could be because he needs
some time off to rest and recharge the batteries.

Some of the best and most creative ideas that I’ve gotten over my career came
about while I was at vacation. Sometimes it is that time away that is needed to get
my head out of the day-to-day to be able to look at a particular problem from a
different perspective.

In the case of being bored, this often occurs when a team member is not doing
work that is challenging enough, or the job is becoming too routine. My approach in
this situation is to give that team member more challenging tasks and projects that
can help that team member grow.

It is important as a leader to make sure that team members are constantly

challenged because it is only in this way that the team member can grow. Team
members must never stop growing and never stop learning. In all jobs there will be
a lot of work that is routine, but the key is to mix in things to do that are interesting,
engaging and a stretch for that person to achieve.

Share an example of how you were able to motivate employees or co-workers.

I am generous with praise and credit. People have a natural tendency to want to
feel valued and be recognized as someone who is contributing to the team. Looking
for those small opportunities here and there to highlight the effort of someone in
front of others is a great way to motivate a coworker or employee via positive
reinforcement.

It is the little things that matter when it comes to motivation. Keeping a positive
attitude, saying thanks, staying late, offering help…all these things are key to
keeping someone motivated.

What do you think makes a great leader?

A great leader is able to inspire others. When I think of the great leaders of the past,
they all were able to help others see the vision of what success looks like and get
those people on board and invested in the dream.

Other qualities that make a great leader are confidence, decisiveness, and an ability
to communicate well.

10. Organization Skills

Organization Skills
Have you ever had to deal with conflicting deadlines?

I have had to deal with conflicting deadlines my entire career, both in the work
world and before that in the academic world. I begin each day planning what are
the most important things I need to get done that day and schedule them in order
of decreasing priority. I like to get the most important, urgent tasks out of the way
first.

How do you normally cope with a lot of work?

I tend to do well under pressure. If given a lot of work, the first thing I do is
prioritize each task by urgency and then put each task into my calendar.

The key is to strike a good balance between getting the work done in a timely
manner and producing a quality product. Both must be achieved, and I do this by
focusing on the task at hand rather than multiple tasks at once. When the first task
is done, I focus on the next task, and so on.

Are you a good time manager?

I am a good time manager. In fact in college, my friend used to call me the keeper of
time. I was always punctual and finished tasks in a timely manner.

My main tool for keeping organized is my Google Calendar that synchs all of my
various calendars into one. I use it for everything…not just meetings and
appointments but also scheduling blocks of time for me to work alone on projects.

11. Problem Solving

Problem Solving
How do you handle problems with customers?

A lot of times, customers just want to vent and be heard. They will be more
receptive to you if you listen and even show a little empathy. A lot of problems can
be resolved with a simple apology and a promise to improve and provide a better
customer experience the next time.
When I was working as a customer service agent at [insert name of company], I
received an email from a client complaining about his delayed package. The delayed
package was due to an incorrect shipping address that the fulfillment company put
on the package.

However, the faulty shipment was still part of the customer experience, and this
would influence the perception that the customer would have of the company. I
kept calm and searched for the information as quick as possible in order to solve the
problem and avoid negative reviews online.

In the end, I was able to send him the tracking information, the date when the
package would arrive, and the reason for the delay.

How do you usually go about solving a problem?

I begin by breaking the problem into small pieces and then trying to solve each
piece. I try to gather as much information about the problem and potential
solutions that might have been done in the past. I then list the pros and cons of
each solution and then make a decision.

12. Decision Making

Decision Making
Describe a decision you made that was unpopular.

At VisaHunter, the original plan was to only focus on visa information. However, I
noticed through my work on social media that a lot of people who needed visas also
needed jobs. I suggested we open up a new area on the website to have links to job
opportunities in different countries. This suggestion was unpopular at the time, but
we decided to go ahead and test it. The jobs pages are among the most popular
pages on the website.

Would you say you are good at making decisions?

I am good at making decisions. That is not to say that all the decisions that I have
made in the past have been correct. All decisions are easy in hindsight; but looking
at the particular situation and based on the information available at the time the
decision needed to be made, I think I have done a pretty good job over my career.

I think often the worst thing, especially if you are in a leadership role, is to make no
decision at all either out of fear of being wrong or fear of failure.

I paraphrase General Patton, a general of the U.S. Army during WWII, a decent plan
well executed now is better than a perfect plan executed next week.

Tell me about a situation where you had to make a decision without all the facts.
Early in my career, I worked as a natural gas trader. I had to make a decision to buy
or sell natural gas based on a number of factors – storage reports, weather, gas
prices, political stability in the Middle East, and more. There is so much information
to process that one can easily have the tendency to do analysis by paralysis in which
you make no decision at all because you spend so much time trying to get just one
more piece of information.

At a certain point, you just have to execute the trade. Trading is all about odds, and
you will never know exactly what will happen in the future. You just have to use
your experience to make a decision based on what you think is more likely to
occur…an increase or decrease in price, based on your own interpretation of the
information.

My early experiences in trading greatly helped my ability to make decisions under

conditions of extreme uncertainty.

How do you reach a decision if you don’t have all the facts?

If I don’t have the facts, I usually base my decisions on my intuition, the sum of
[enter your age now] years of experience and observation.

What was your most difficult decision?

Reducing the staff count at my previous firm was one of the most difficult decisions
I have ever had to make. A lot of employees that were let go have families, and you
know that your decision will create an impact on the life of others beyond just those
employees. Telling them that it would be their last day was not easy.

Ultimately, the decision to cut staff and streamline our operations was the best for
our company because we became lean and more efficient. Costs were significantly
reduced, and we were able to reemerge from the financial crisis stronger than we
were before. However, despite the positive result on our company’s bottom line, it
can’t compensate for how tough these decisions can be.

13. Ability to Handle Stress

Ability to Handle Stress

Tell me about a time when you successfully handled a difficult situation.

At my previous company we had to issue a recall on one of our products due to a

safety hazard that occurred when the product was operated in cold temperatures.
We received thousands of calls from angry customers, and I remember working 3
days straight, 18 hours per day as we went into crisis management mode.

Fortunately, we had a plan in place for these situations, so we knew what to do. We
contacted our clients individually, apologized, offered a solution, and offered
assurance that we would improve our processes to ensure that it would not happen
again.

Our treatment and the way we handled the situation gained a lot of confidence
from our customers. Our repeat purchase rate actually increased the following year.

Tell about a time that you had to adapt to a difficult situation.

While working at my previous job, we had our budget cut 50% due to the financial
crisis. However, the goals that were sent down from the higher ups remained the
same. In other words, they wanted us to achieve the same targets on 50% of the
budget.

It was difficult because a lot of the success of prior years was due to our strong
radio and television marketing campaign which required a significant amount of
financial resources. We had to get creative and think of a way to create just as much
impact and awareness on a limited budget.

I then came up with the idea of creating a mini-YouTube video series. Several of the
videos in the series ended up going viral with over 1M views. Sales ended up the
year 28% greater than the previous year despite the fact that we had half of the
normal budget. I ended up getting promoted the following year.

How do you handle pressure?

I do well under pressure. I like to first take a quick step back to organize all the tasks
and work that needs to be done. Often that short moment of doing some prior
planning can bring about ideas to get something done in a more efficient manner.
Once I’ve done that, I begin work, managing my time adequately to get the job
done but in a manner that is still of good quality.

The key is not to panic and to execute the plan. In any event, I like to have
rehearsed or at least planned for high pressure situations in advance so that I know
exactly what to do when the situation arises. I spend a lot of time doing scenario
and risk analysis so that when these high pressure moments arise, I am ready.

How do you deal with stressful situations?

The key to dealing with stressful situations is to stay calm. You can waste a lot of
energy and cloud your judgement by going into panic mode. Put the situation in
perspective and then make a decision on the best action to take.

Tell me about how you worked effectively under pressure.

We were under tight deadlines to produce the script for the launch video of our
website that went viral, got over 3 million views and was featured on a number of
media outlets, including CNN, Huffington Post, TMZ, Glamour, GQ, MTV, Men’s
Health Magazine, and Women’s Health Magazine.
This pressure actually benefited me and enabled me to be more creative because I
was under strict time constraints and had to focus on just the most important
components of the animation, forcing me to be creative.

Name five signs that indicate your project may fail.

1. Loss of funding
2. Lack of upper management support
3. Improperly managed scope…also known as scope creep where the purpose of
the project begins to stray significantly from the original project scope
4. Lack of employee buy-in
5. Procrastination
Tell us about how you normally cope with a lot of work.

Each morning I open up a blank Notepad document and list what I have to do for
the day. I list the items in order of urgency and then begin completing these tasks
one-by-one. I have a longer term Notepad list that tracks other projects that I can
work on after I am done with what is urgent, and I have another list that lists my top
goals for the year. I always make sure that what I am doing on both the “today” list
and the longer term list fall within the goals that I have set for myself for the year.

Google Calendar for me is a huge time management tool. I input everything in there
from meetings to non-work appointments to personal work-time. I stick as closely
to the schedule as possible so that, by the end of the day, I can look back with a
sense that I got a lot accomplished during the day.

14. Work Ethic

Work Ethic
In your job, what is good enough?

I am a perfectionist and am always looking for ways to improve. I do the best I can
in creating a top quality work product that exceeds what is expected of me, but
even in those situations, there are always areas where I could have done better. I
will never stop learning and looking for ways to become a better [insert your
profession here].

15. Attitude
Do you ever lose your temper?

I know that losing my temper will not accomplish that much. There are times when
the behavior of a fellow coworker can cause me to get frustrated, but I try to
remain calm and not say or do anything that I would regret afterwards.

The key for me has been refocusing that frustration into developing a solution
rather than getting defensive or losing my temper. Also, normally when you remain
calm, the other person begins to calm down and begins to match your
temperament. Getting angry will only escalate the situation and emotions.

What is the most useful criticism you have ever received?

The best criticism I received was from a long-time CEO of a company who told me to
pace myself and realize that success in any endeavor is a marathon, not a sprint.

Coming into work everyday and chipping away little-by-little as I work towards a
goal is a much better than burning the midnight oil day-in-day-out, trying to do
everything all at once. There is a time and a place when burning the midnight oil,
working nights and weekends is a must, but it is not all the time, and doing this all
the time is not sustainable, particularly if I want to keep physically and mentally
strong over the long haul.

How do you deal with criticism?

I like criticism. I think people are often hesitant to give direct criticism because they
don’t want to hurt the other person’s feelings. I don’t have a problem with it at all
as long as it is constructive. Good constructive criticism is a must in order to become
better and continually improve.

Do you consider yourself a risk taker?

I take calculated risks. When approached with a particular situation, I like to

consider all of the potential scenarios and gather as much information as possible in
an appropriate amount of time in order to make an informed decision. With this
information I can better understand the risk-reward profile and then make a
decision from there.

In situations where the reward is sizeable enough compared to the risk, I normally
decide to take the risk.

I think a lot of companies lose in the long run when they fail to take these small bets
in which the potential payout is large compared to the downside risk. In order to
stay relevant and competitive, it is imperative to take calculated risks when
appropriate.

16. Self-Motivation
Give an example of when you went above and beyond the requirements for a
project.

We were under tight deadlines to produce the script for the launch video of our
new product. We were asked to create a short video to showcase the product. I
decided that since knowledge of our product was low, we needed to construct the
video in an infomercial format with top-of-the-line graphics.
As we were limited due to budget, I decided to have an animation artist do the
work, and I wrote the script for the video and hired the voiceover artist.

The video was a tremendous success, much more successful than we had imagined.
It got over 4 million views and was featured on a number of media outlets.

What motivates you?

I enjoy [insert your industry]. For me, doing [insert the work you do] is not just a job,
it is a calling. It provides me with a deep sense of purpose and satisfaction going
into work everyday.

There is always something new to learn in the field. The industry is ever-changing
and incredibly stimulating intellectually. Most importantly, I enjoy the impact that
we have on society, making people happy and helping to improve their quality of
life. It is such a great feeling when I get to see another satisfied customer.

What was the last book you’ve read for fun?

The Autobiography of Theodore Roosevelt

Would you work overtime?

Every job requires moments when overtime work is required to get the job done.
How often should I expect to work overtime in this job?

Are you a self starter? Can you give examples?

Absolutely. Over my career I have initiated a number of projects, a few of which

directly improved my company’s bottom line. One project that I launched at my last
job was [describe the project]. This project [list a few of the good results that came
about as a result of this project].

17. Creativity

Creativity
Tell me about a situation when you showed visionary or strategic thinking.

[Insert your story here…here is an example…] When I first launched my website,

Visahunter.com, it was originally intended to be solely a site for visas. A number of
my visitors who received visas wanted to stay in the countries they were visiting. In
order to do so, they needed employment.

I received questions everyday about how to get a job in different countries around
the world. I decided to open up a new section on my website for jobs. This change
positioned my website as not just a site for visas, but a site where current or future
expatriates could come to plan their new lives.
Tell me about a time when you had to use your creativity to solve a problem.

While working at my previous job, we had to cut our budget in half due to the
Recession. However, our targets remained the same despite the fewer resources
we had to work with.

We were successful in previous years due to our strong radio and television
marketing campaign which required a significant amount of financial resources. We
had to get creative and think of a way to create just as much impact and awareness
on a limited budget.

I then came up with the idea to create a mini-YouTube video series. Several of the
videos in the series ended up going viral with over 1M views. Sales ended up the
year 38% greater than the previous year, and I ended up getting promoted.

Which is more important: creativity or efficiency? Why?

Both. Those who are efficient are able to use the resources of the firm in the most
efficient way possible, leading to a direct impact on the bottom line.

On the other hand, creativity is necessary in order to keep a company competitive.

Far too many companies rest on their laurels and fail to innovate.

Being creative in coming up with new strategies and ideas and then executing those
ideas in an efficient manner are equally important.

18. Company Knowledge

Company Knowledge
What do you know about [insert name of company]?

[Wikipedia and the “About” page of the firm that you are applying to will have this
information.]

What do you know about this position?

[What employers are looking for here is to see that you have done some research
about the position. Discuss what you know based on the job posting description but
also discuss what you know from doing research of your own. This research can
come from the actual company website or just a simple search on the web where
you might find feedback from former employees in the particular role that you are
interested in.]

Who are our competitors?

[If the company that you are applying to is public, Yahoo! Finance will have this
information. If the company is a startup company or private company, sites like
Crunchbase.com will contain a list of competitors. A simple Google search should
turn up results.]

What is the name of our CEO?

[Insert the name of the CEO of the company]

Why do you think customers choose our products and services over our
competitors?

Price. When someone is purchasing a product from you, they know that they are
getting the lowest price for that product. [Insert name of company]’s economies of
scale enable them to sell products at a much lower price compared to competitors,
enabling the consumer to save hundreds if not thousands of dollars each year.

Why, in your opinion, do customers choose our products and services?

[Insert name of company] has a reputation for excellent customer service. If you
call the company’s customer service line, you know that you will get a
knowledgeable and courteous customer service representative each time.

A lot of customers say that they value customers, and then when you call about a
problem, they put you on hold for 30 minutes. [Insert name of company] truly
practices what it preaches in terms of putting the customer first.

How could we make the company more competitive?

I think [insert name of company] is missing out on a number of opportunities by not

offering a wider selection of products from other countries. Having a more diverse
product line will help [insert company] distinguish itself in what is an ultra-
competitive market.

I believe that with a wider product base, you will have a large segment of people
that will come to the store to buy goods that are not available elsewhere.

What are the market trends that impact us?

Payment using one’s smartphone is one of the fastest growing trends in the market.
A number of retailers are already offering several mobile payment solutions to make
the checkout process more efficient. A number of technology and retail experts are
predicting that more people will use payment by smartphone in the future than
credit card.

What do you see as the main threats to our business in the long term? What can
we do to ensure long-term success?
The [insert the industry that you’re in] industry is becoming more commoditized. As
a result, prices are dropping quickly, and the large margins that the market players
are enjoying now will become increasingly thin.

The survivors will find ways to differentiate their products and provide value added
services that offer higher margins than the current standard product offerings.

Is this your ideal company?

Absolutely. This particular position allows me to use my talents in customer service,

it is a great fit for my background and skillset, and it is located in [insert name of
city] which is where most of my family resides.

What can we do to make sure that we stay relevant over the long term?

Place the customer first. Amazon is a great example of a company that does this.
Every decision that is made is done with the mindset of “how will this decision
benefit the customer.” When you put the customer first, great things happen.

A lot of companies say they put the customer first, but how many of us have been
on hold for hours while waiting to speak with a customer service representative?
And keeping the customer first doesn’t just apply to customer service, but also to
being aware of the changing needs of the consumer and responding accordingly.

What do you see as the main threats to our business in the short term?

The economy is in a slump, so a lot of people are spending less. Making sure to stay
efficient during these lean times is important for companies that want to emerge
out of the economic crisis in a better position.

19. Competency

Competency
What can you offer us that someone else can’t? (a.k.a. Why should we hire you?)

I have worked in this industry for the last 20 years. Not too many have that level of
experience as the industry is only about 25 years old. I began as an analyst and rose
up through the ranks to senior leadership positions, eventually becoming head of
my division.

In addition to my years of experience, I worked 5 years abroad. 2 of those 5 years

were in Europe, and 3 of those years were in Latin America. I have a strong
understanding of how business works in both places and know how to solve the
various challenges that come about when trying to expand product lines into either
of these regions.
In an increasingly globalized economy, knowing how business works in other
countries is critical for staying competitive.

What concerns you about this job?

I have no concerns about this job. I think it is a great fit for my background and
skillset, and I believe I could deliver value from day 1.

How do you think you can make a contribution to [insert name of company]?

I lived abroad for 5 years in Latin America and know how business works there. I
noticed that you have recently launched several product lines in Brazil. I’d be
interested in working on this project and would be able to deliver value due to my
boots-on-the-ground experience and the extensive network I established there
during my work in the country.

What would you look to accomplish in the first 30 days/60 days/90 days on the job?

During my first 30 days, I would focus on learning the organization and the role
inside and out. I would ask a lot of questions and take a lot of notes. During this
period, I would work on being a sponge, absorbing as much information as possible
and meeting everyone in my department.

During the second 30 days, I would [insert 2-3 concrete results you hope to get out
of the second 30 days].

During the third 30 days, I would continue to execute, look for ways I can become
more efficient, and identify areas where I can be more proactive.

Explain how you would be an asset to [insert name of company]?

I have over 10 years of experience in customer service and have dealt with just
about every type of customer you can imagine. At my last job, I received high marks
in customer satisfaction surveys.

I do a great job of listening and go above and beyond to make the customer feel
valued. I think my background and skillset would be a significant asset for [insert
name of company].

Do you think you are overqualified for this position?

You might take a look at my resume and think, “why would he apply to this
position.” The reason is that I believe this role is a perfect fit for my background,
skillset and interests. I am really interested in this position and see my experience
and education as an asset for this role, enabling me to see opportunities that others
might not see. I’m confident that I would be able to deliver value from day 1.

20. On-the-Job Situational Questions

 On-the-Job Situational Questions
How would you deal with an angry or irate customer?

A lot of customers are looking to blow off steam when they call in angry. It is
important to remain calm and treat the customer with respect. Angry customers are
often a sign that something is wrong, and we are falling short in some area of our
product or service.

What I do in these situations is to listen carefully to the customer, take a lot of

notes, empathize with the customer, and then decide on the best course of action
for solving the problem.

During my 3 years as a customer service representative, I consistently scored high

on customer satisfaction surveys using these techniques. I always tried to imagine
that the person on the other end of the line was a friend or family member. I gave
the customers the same level of treatment and attention that I would give to
someone I know and cared for.

How would you fire someone?

First, make sure that you do your best to make the right hire. The key is to have a
process in place that enables you to choose the right candidate for the right
position.

The next step is when you hire that person, make sure that you tell her what your
expectations are for the role. I like to do quarterly performance reviews with each
member of my staff in order to give feedback and receive feedback on what is going
right and areas where we can improve.

In a situation in which it is clear that a particular person is not able to perform in a

particular role and has been given enough times to prove that they can do the work,
I notify human resources of the situation and then follow the appropriate
procedures for doing the firing.

Tell us about the last time you had to negotiate with someone.

As Head of Procurement at my current company, I have to negotiate prices all the

time. I always believe that the best approach to negotiating is one in which both
sides give and take in order to arrive at a win-win deal.

Both sides might not have gotten all they wanted, but nobody feels taken
advantage of. During my most recent negotiation, I [insert a brief story of when you
negotiated. What was negotiated? What did you have to give up? What did you get
when all was said and done?]

Tell me about a time when you challenged a way of working.

During my last job, I thought that the frequency of meetings was really high. As a
programmer, I need to spend time coding, and meetings carry a high opportunity
cost. Time spent in meetings is less time I can spend developing code and improving
our software.

I suggested to my boss that we implement a project management software tool

that enables the entire team to track each other’s day-to-day projects all in one
place. This implementation cut the number of meetings in half and saved hours of
time for all staff members, enabling us to work more efficiently and get more done.

Tell me about a time where you had to balance your personal and professional life.

As a general rule, I don’t take work home. When I am home, I want to spend quality
time with my family.

In order to balance my personal and professional life, I do a lot of planning. I spend

the 30 minutes on the subway each morning planning my day and responding to e-
mails, and each evening on the way home, I do a recap of what I got done during
the day and what was not done.

Planning in this way enables me to hit the ground running when I come into work
and not waste time on unimportant tasks. I am able to minimize the chance that I
need to stay at work late or come in on a weekend.

On occasion, there are times when burning the midnight oil is a must, and I have no
problem doing that, but I try to make sure that these times are few and far between
by being as productive as possible during the work day.

Give me an example when you have given excellent customer service.

We really messed up on a customer’s order once. We put in the wrong address, and
the customer ended up receiving product seven days after the original delivery
date. I called the customer personally to apologize for the situation and to ensure
that it would not happen again. I also told him to call my extension the next time he
needed to place an order, and I would do it personally and give it overnight
shipping.

Our company policy gives us some leeway with what we can do with customers,
and I made sure I took it to the limit of what I could do with this customer. To this
day, this customer orders from us, and it is amazing what these little gestures
can do to make a customer feel special.

21. Job Skills Tests

Job Skills Tests

Try to sell me this pen.
[You can find a great answer for this popular sales interview question here at
SenatorClub.co]

Where do you generate your best leads?

I generate my best leads through SEO. This has to do with the fact that when
someone types in a Google query into a search engine, they are looking for
something ultra-specific and, therefore, the conversion rate is higher.

What are the components of a successful marketing plan.

[You can find a great answer for this question here at the American Express forum.]

22. Questions for the Interviewer

Questions for the Interviewer

Below are some sample questions that you can ask when the interviewer asks you,
“Do you have any questions?”

 What are the goals of your department?

 What specific problems are you hoping to solve during the first six months?
 What results are expected?
 What have past employees done to succeed in this position?
 Where would you see me in 5 years?
 What are some challenges that will face the person filling this position?
 What do you enjoy most about working at [insert name of company]?
 How would you describe a typical week/day in this position?
 Is this a new position? If not, what did the previous employee go on to do?
 How would you describe the company’s management style?
 Who does this position report to? If I am offered the position, can I meet
him/her?
 How many people work in this office/department?
 Is travel expected in this position? If so, how much?
 What are the prospects for growth and advancement?
 What would you say are the best things about working here?
 Would you like a list of references?
 If I am extended a job offer, how soon would you like me to start?
23. How to Prepare for Your Interview Using This List
So there you have it…the top 150 most common interview questions. I would
recommend that you modify the sample answers that I have presented above so
that you adapt your response to the particular job that you are seeking and then
spend several days making flash cards and then rehearsing your answers. Even
better, get a friend or family member to play “interviewer” and ask you the
questions so that you can practice.
The more you practice, the better you will get, and the more natural sounding you
will be when the time comes for your interview. Once you have the content down
and know what exactly you want to say, you can then focus on how you say it, tone
of voice, facial expressions, etc. You have one chance to make a first impression, so
make it a good one.

Oh yeah, one more thing…following your interview, don’t forget to follow up with
the interviewer with a thank you note, thanking them for their time and for
considering you for the job position. Good luck!

24. References
“50 Most Common Interview Questions | Glassdoor Blog.” Glassdoor Blog.
Glassdoor.com, 16 Mar. 2015. Web. 03 Dec. 2015.

Corfield, Rebecca. Successful Interview Skills: How to Prepare, Answer Tough

Questions and Get Your Ideal Job. London: Kogan Page, 2009.

Gibbs, Charlie. How to Answer Hard Interview Questions. Oxford: How To, 2009.

Kennedy, Joyce Lain. Job Interviews for Dummies. Hoboken, NJ: Wiley, 2012.

Krannich, Caryl Rae., and Ronald L. Krannich. Nail the Job Interview!: 101 Dynamite
Answers to Interview Questions. Manassas Park, VA: Impact Publications, 2007.

Margolin, Lavie, and Rachel Miller. Winning Answers to 500 Interview Questions. New
York, NY: H. Delilah Business & Career, 2014.

Podmoroff, Dianna. 501 Great Interview Questions for Employers and the Best
Answers for Prospective Employees. Ocala, FL: Atlantic Pub. Group, 2005.

“Top 10 Interview Questions and Sample Answers.” Hire Heroes USA. Hire Heroes, 15
May 2012. Web. 03 Dec. 2015.

Further Reading

 Worldwide Online Dating Site Reviews: Be sure to check out my country-by-

country reviews of the best online dating sites in the world.

 Worldwide Moving Guide: Everything you need to know in order to plan your
move to 65+ countries around the world.

 Worldwide Jobs Guide: If you are interested in working in this country, be sure
to check out my posts on how to find jobs in this country and other countries
around the world.

 Worldwide Apartments Guide: If you are interested in renting an apartment in

another country, take a look at my articles on how to find an apartment in
various countries around the world.
 About Addison Sears-Collins
Hey! I'm Addison Sears-Collins, the founder of Visa Hunter. You can learn more
about me here. Connect with me by liking my fan page on Facebook, connecting
with me on Twitter, or check out my website Automatic Addison where I build
robots and embedded systems.
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time, not because I get a tiny commission if you click on the links and make a purchase,
but because, I want you to focus on the places that will deliver you the most value and
the best results. Good luck!

Pursue- perseguir/ subir/ buscar

Probar- test
Competencias/capacidad/ aptitud- competency/proficiency

Acerca de Teleperformance
Teleperformance en Colombia tiene 28 sites y más de 30.000 empleados en sus
sedes de Bogotá, Medellín, Barranquilla y Tunja. Es pionero en la modalidad Work
from Home en todo el país
Teleperformance es el líder mundial en la gestión de la experiencia del cliente a
través de múltiples canales. Estamos en 80 países, atendiendo +170 mercados,
comunicándonos en +265 idiomas y dialectos.
Nuestro equipo de Expertos en Interacciones, con +380.000 colaboradores
alrededor del mundo, conecta a diario a las marcas más reconocidas del planeta con
sus clientes
Teleperformance en Colombia está certificado por el Great Place to Work Institute®
Teleperformance ofrece soluciones de servicio al cliente personalizadas que
conectan su marca con sus clientes. Experimenta las ventajas de Teleperformance
hoy.
Teleperformance es un socio estratégico de las principales compañías del mundo,
brindando soluciones y mejorando la experiencia del cliente durante cada
interacción.
Somos el equipo de expertos en interacciones más grande del mercado:
multicultural, altamente calificado y profundamente conocedor, con una amplia
gama de soluciones omnicanal integradas, tecnología y los más altos estándares de
seguridad.
Por más de 40 años, hemos aprendido de todas y cada una de las interacciones
atendiendo a muchos países e industrias

Somos expertos en interacciones entre personas, lo que nos brinda la ventaja de

ofrecer una experiencia superior al cliente en cada contacto.
Invertimos constantemente en investigación y desarrollo para obtener una
comprensión más profunda de los pensamientos, comportamientos y necesidades
de los clientes; para diferentes países, industrias, canales y generaciones. Nuestro
conocimiento, tecnología y experiencia en el mercado nos permiten brindar con
éxito interacciones únicas en todo el mundo.

 Más que un puente entre clientes y marcas.

Brindamos una visión estratégica para aumentar la lealtad y el valor de su
base de clientes, desde las soluciones hasta la implementación.

 Una operación eficiente y única... sin importar dónde estés.

Contamos con un profundo conocimiento de cada mercado gracias a la
experiencia y la investigación dedicada. Implementamos las mejores
prácticas y tratamos de mejorar constantemente aprendiendo con cada
interacción.

 La respuesta correcta a través del canal indicado en el momento adecuado.

El conocimiento del comportamiento de los clientes a través del análisis nos
permite proporcionar información significativa que se puede utilizar para
mejorar productos, servicios y procesos que se traducen en resultados reales
para la empresa.

 La inteligencia emocional y la empatía impulsan la felicidad.

Con tecnología e inteligencia artificial integrada, mejoramos el rendimiento
del equipo, enfatizando el contacto humano e implementando las
operaciones de forma estratégica, precisa y oportuna; sin importar la
ubicación, manteniendo la flexibilidad y los más altos estándares de
seguridad.
  Relaciones valiosas entre empresas y clientes.
Hacemos que nuestro equipo sea una extensión de cada uno de nuestros
socios, los convertimos en Expertos en Interacciones que generan un
impacto positivo en las marcas.

 Interactuando para mover al mundo.

Cada uno de ellos puede abrir oportunidades para mejorar, reconstruir y
renovar la confianza. Es por eso que trabajamos para hacer una diferencia en
la vida de las personas todos los días.

Teleperformance es el socio de servicios empresariales ágiles que las empresas

necesitan en este mundo digital.
Durante más de 40 años, Teleperformance, el líder global en la administración de la
experiencia del cliente, ha conectado a los clientes con las empresas más exitosas
del mundo.

Los servicios empresariales integrados digitales de Teleperformance combinan la

calidad humana y la tecnología avanzada para brindar experiencias del cliente
excepcionales. Gracias a que la tecnología crea nuevas y ágiles maneras de trabajar,
nuestros Expertos en Interacciones mantienen el compromiso de crear conexiones
únicas a través de empatía, habilidades comunicativas adaptables y, sobre todo,
pasión para lograrlo.
380k
Empleados
170
Países donde prestamos nuestros servicios
265
Idiomas y dialectos
Mejore su marca a través de la transformación digital. Podemos ayudarlo a:
 lograr que cada interacción sea mejor, más simple, rápida, segura y rentable
 proporcionar las mejores prácticas globales demostradas
 combinar tecnología avanzada y herramientas manuales con la disciplina de Lean
Six Sigma
 impulsar la transformación digital al sacar provecho de la tecnología, la analítica
y la excelencia de procesos
ubicaciones en todo el mundo
Un equipo nativo en cada cultura
Somos el equipo experto en interacciones más grande del mercado: multiculturales,
capacitados y profundamente informados, con una amplia gama de soluciones
omnicanal integradas, tecnología y los estándares de seguridad más altos.
WP - Obteniendo una ventaja competitiva a través de la interacción humana
Pensamiento estratégico
Obteniendo una ventaja competitiva a través de la interacción humana Cuando se
trata de conectarse con clientes, la tecnología por sí sola no puede crear vínculos
más fuertes. Las empresas deben enfatizar la empatía humana y las interacciones
que aprovechan la última tecnología para ofrecer experiencias excepcionales a los
clientes.
WP - Harvard Business Review Analytic Services: Los riesgos de descuidar las
operaciones de back-office
White paper
Pensamiento estratégico
Harvard Business Review Analytic Services: Los riesgos de descuidar las operaciones
de back-office Las empresas que no invierten en las operaciones de back-office se
arriesgan a no poder cumplir con las promesas de la marca y las expectativas de la
atención al cliente. Decepcionar a los clientes de esta manera desgasta la confianza
y puede sabotear el resultado final. Lea este informe de investigación exclusivo para
ver ejemplos y usos reales que surgieron de las entrevistas independientes
realizadas por Harvard Business Review Analytic Services.
WP - Abordar la desconfianza que genera el trabajo desde casa con análisis de
interacciones
White paper
Pensamiento estratégico
Abordar la desconfianza que genera el trabajo desde casa con análisis de
interacciones El caso de negocios para un modelo de agente de trabajo desde casa
(Work-at-home Agent, WAHA) nunca había tenido tanto sentido como hoy, y busca
ser una parte fundamental de las estrategias de atención al cliente de cara a un
futuro a corto o mediano plazo, e incluso de forma permanente.
Diversidad e Inclusión
Para hacer bien nuestro trabajo, tenemos que entender a las personas.
Y comprender a las personas significa estar a la vanguardia de la diversidad y la
inclusión. Nuestro negocio no puede tener éxito si no adoptamos este espíritu. Pero
no sólo valoramos la diversidad porque tiene sentido como ciudadanos globales.
Los miembros de nuestro equipo trabajan duro para hacer del mundo un lugar
mejor, ya sea ofreciendo su tiempo como voluntario para ayudar a otros, o haciendo
contribuciones que puedan ayudar a los niños desfavorecidos.

Nuestra perspectiva como empresa está determinada por las experiencias de los
miembros de nuestro equipo global que representan cada parte imaginable de la
comunidad global. Somos el equipo más multicultural en nuestra industria, con 380
mil empleados en 80 países, que atienden a 170 mercados en 265 idiomas. Cada
cliente es único y nuestra diversidad nos permite interactuar con ellos de una
manera única.

Es nuestra obligación como una organización global responsable compartir con el

mundo nuestros esfuerzos a nivel global y local para mostrar cómo valoramos la
diversidad.

A Commitment to Gender Diversity

Un compromiso con la diversidad de género
Ser un gran lugar para que las mujeres trabajen significa comprender y respetar a
cada profesional y a cada individuo. Hemos hecho una prioridad estratégica para
promover y lograr la igualdad de género. Hemos lanzado una iniciativa global
llamada TP Women. Teleperformance tiene más de 380.000 personas 47.5%
hombres y 52.5% mujeres. Creemos que el equilibrio de género es clave.

Esta iniciativa apoya cuatro objetivos clave:

-Crear una fuerza de trabajo con mayor diversidad de género en todos los niveles a
través de Teleperformance a nivel mundial.

-Para mejorar la promoción del personal femenino en puestos de responsabilidad.

-Desarrollar una red de mujeres y hombres como educadores y defensores de la

igualdad laboral.
-Fomentar una cultura de liderazgo sensible al género.

Empoderar a los profesionales con discapacidades

Ayudamos a las personas a alcanzar su máximo potencial. Rompemos barreras y
creamos igualdad de oportunidades. En TP, adoptamos la discapacidad y la
diversidad en el lugar de trabajo. Más allá de la contratación, hemos implementado
prácticas que alientan y apoyan a los profesionales con discapacidades.

TP promueve la conciencia y la sensibilidad de la discapacidad en el lugar de trabajo:

• Celebrando el Día Internacional de las Personas con Discapacidad

• Sensibilización acerca de la discapacidad y el sentido de orientación

• Sensibilización sobre la sordera

• Descubrir las capacidades únicas de las personas con autismo

Empowering Professionals with Disabilities

We take pride in our multicultural DNA
Nos enorgullecemos de nuestro ADN multicultural

En Teleperformance, valoramos nuestra fuerza laboral diversa. Entendemos que

todos merecen ser respetados y tratados como personas, sin importar de dónde
provengan o quiénes sean. A nivel global y local, hacemos todo lo posible para
promover nuestro compromiso con la diversidad y la inclusión, creando y
participando en proyectos que incluyan todas las poblaciones. Para nosotros, este
esfuerzo nunca se detiene.
Seguiremos luchando por prácticas no discriminatorias y promoveremos la
tolerancia. Hacer esto está en nuestro ADN. Es lo correcto para el mundo y para
nuestra empresa.

Estas son sólo algunas de las increíbles iniciativas de diversidad e inclusión lideradas
por nuestros empleados:
Apoyando a nuestras comunidades LGBTQIA+
TP en Filipinas, que ha firmado los Estándares de Negocios de las Naciones Unidas
LGBT, continúa comprometida con la lucha contra la discriminación de género
mientras impulsa la igualdad y los espacios seguros para su comunidad LGBTQIA+
Promover oportunidades de empleo para los jóvenes
TP en Colombia apoya el programa "40.000 Primeros Empleos", que permite a
todos los jóvenes graduados de la escuela secundaria, técnicos, tecnólogos y
profesionales entre 18 y 28 años que actualmente no estudian pero buscan un
trabajo y, no tienen experiencia formal relacionada con su área de estudio, tener
una oportunidad de empleo.
Colaboración con la Agencia Holandesa de Seguridad Social y Empleo
TP en los Países Bajos, en colaboración con la Agencia Holandesa de Seguridad
Social y Empleo, está preparando actualmente un programa piloto para reclutar
personas con una "distancia al mercado laboral".
Programa de terapia de masaje en Brasil
Desde 2009, TP en Brasil ha emprendido un proyecto especial para proporcionar
oportunidades de empleo a personas con discapacidad visual a través de un
programa de terapia de masaje, diseñado para aumentar el bienestar de los
empleados de TP.
Cero discriminaciones
TP en la campaña del "Mes de la Cero Discriminación" en España, celebrada en
marzo de cada año, cubre diferentes temas de inclusión. También sirve como
plataforma para compartir testimonios de personas influyentes cada semana
durante todo el mes.
Inclusión de refugiados
TP en Portugal tiene una asociación con el proyecto RefuJobs que ayuda con la
integración de los refugiados en nuestra empresa. Actualmente tenemos varias
iniciativas de reclutamiento con el centro.