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COMPETENCY #4—ANALYTICAL SKILLS 149

Result: The volume of customer calls for tech support decreased sig-

nificantly. Because of the success of my efforts, management asked that I
redo all other existing manuals. When the revisions were published, I received
word that the new guides were all well received by customers.

Question 151. Recall a time when a thorough evaluation of events was

critical to your company’s success.

Situation: As part of a pilot program for Red Door Partnerships, I was

hired as a telephone health management nurse, and I was to provide patient
tele-care for clients of sixteen insurance companies with long-term health-
care policies.

Action: Since these services are provided over the phone, I took great

care to review each patient’s medications, with the objective of limiting un-
necessary doctors’ appointments.

Result: The pilot program was successful and became a full-fledged

service, which saved the organizations millions of dollars in excessive med-
ical claims.

Question 152. Give an example of a problem you solved with an ob-

vious solution that was overlooked by others.

Situation: The quality of job applicants my previous employer at-

tracted did not meet the expectations of management, largely because the
company wanted to hire personnel immediately and never took the time to
put best hiring practices into place.

Action: Since there was no official human resources department, I

took the initiative of standardizing the hiring practices. I instituted background
checks and drug testing as part of the screening process, as well.

Result: Those initiatives increased the number of qualified candidates,

and thus the pool of poor hires decreased significantly.

Question 153. Tell me about an occasion when your precision was im-

portant in your work.

Situation: As a legal interpreter, it is my job to accurately translate

every word that clients use in their statements in court. There are different

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