Free Uncategorized - District Court of Arizona - Arizona

EXHIBIT 12
Case 2:04-cv—OO790-EHC Document 151-15 Filed O5/12/2006 Page1 012

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Shea, Melissa M.
From: Price, Joel [[email protected]]
Sent: Wednesday, October 29, 2003 11:45 AM ‘
To: Melle, Cheri
Subject: RE: Marcela‘s quarterly
VERY GOOD!
---—- Original Message —-———
From: Melle, Cheri
Sent: Wednesday, October 29, 2003 11:42 AM
To: Joel Price
Subject: Marcela's quarterly _
During this past quarter Marcela took on and successfully learned the new ODJ and CD011 reports the
team took over from Specialty Ops. Marcela continues to keep her comtrack quality at 98.5% and her
processing quality was at 98.8%. She only worked PnP for one month this quarter but her productivity was
well within the norm for the team. Maroela's productivity on signature review was at a distinguished level.
Marcela became the main SME for SQ and continues to work this report with a very low rate of errors. She
also updated the SO Procedures for OneWeb. Going forward, when issues or concerns arise between
Marcela and another employee, Marcela should promote cooperative team work and collaboration to
resolve these issues within the team. When a resolution is arrived at, Marcela should then move on and
not bring others into the loop. When l\/larcela has an issue or concern, she must address this with the
appropriate party (another team member, Team Lead, Team Manager) in a professional and respectful
manner. This is especially true when the team is effected by the issue. I encourage Marcela to be aware
of her surroundings when she brings up any issue or concern. She should refrain from letting her
frustration be seen on the team in the form of anger or confrontation with management. These items
should be addressed professionally and courteously. This would demonstrate the quality of Noble Intent
and provide a forum that would be productive for solutions that would be beneficial to the rep,
management, and the team. l would like to see her seek constructive feedback to help her improve in
communication. Marcela exhibits a strong focus on accuracy and timely processing to ensure excellent
client service. She pays attention to detail in processes such as SQ and Sig. Review. She also is one of
the Hrst on the team to jump in and assist Service with overflow calls, at times proactively taking calls
without requests from Supervisors. I would like her to encourage others to exemplify this valuable trait.
She learns from her errors and seldom repeats them. When given research items or escalated issues, she
tackles them immediately and thoroughly examines the item in question to develop a comprehensive and
accurate assessment of the item before giving a conclusion back to management. Marcela should use this
attribute to focus on searching for ideas that may help improve the team.
MarceIa's further success depends on her ability to be viewed as a professional and positive person on the
team.
Cheri Melle
Senior Manager
Business Services Company (BSC)
602-355-3180
Case 2:04—cv—00790-EHC Document 151-15 Filed 05/12/2006 Pag%%gt.L2B 03514
1/20/2006

Case 2:04-cv-00790-EHC

Document 151-15

Filed 05/12/2006

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Case 2:04-cv-00790-EHC

Document 151-15

Filed 05/12/2006

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