Individual Development Plan - University of Florida
Individual Development PlanEmployee NameTitleDepartment or DivisionShort Range Goals (1 -2 years)Improve customer service quotientAttain a comprehensive understanding of the customer service lifecycleImprove trouble-shooting capabilities and CRM documentationLong Range Goals (2-5 years)Develop supervisory and performance management competenciesQualify for promotion to a Customer Service Lead positionCompetency Enhancements RequiredTargeted Competency/SkillDevelopment ActivityMeasure of SuccessCompletion DateResponsive customer serviceInternship with John P. Achieve “Excellent” success rating for customer support tickets and reduce issue response times by 15%April 2017Level Two CS supportComplete Level Two CS training sequenceAttend L2 training sequence and pass all related competency assessmentsSeptember 2017Efficiently diagnose and solve customer issuesAttend CRM 2017 ConferenceImplement new business process for rapidly diagnosing and solving customer issuesMarch 2018Supervision and performance managementTraining and on-the-job experienceAttain the Supervisory Challenge certificationFall 2018Level Three CS supportJob-shadow L3 support representativeProgress reports and statistics from L3 supervisorSpring 2019 ................
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