Sara Hurt

As a career-driven professional, I'm committed to applying my skills and knowledge to prioritize exceptional agent and customer experiences at FNBO. By leading with empathy and understanding, I strive to create meaningful interactions that deliver genuine value to all stakeholders.

• Q: How do I measure success?
• A: I measure success by creating a positive, empathetic, enlightening, and educational environment, which in turn, flows down to agents, giving customers an empathetic and a positive, professional experience themselves. I measure success by inspiring verses discouraging with humility and hard work
• Q: Tell me about a time you had to manage an unproductive employee
• A: I would check in on them and inquire as to if this was just an off day for them, but if it was a continuing issue, I would send a possible coaching to their manager. If I were their manager, I would ask them to be mindful of their time. I would empathetically explain that the whole team is depending on them being available when they are not on breaks. I would ask what tools or training they feel would help them to improve, and then I would follow through with making suggestions. From there, through time, I would be working beside them, encouraging improvement with positive reinforcement. If they continued to struggle, I would write a plan out for them, with certain steps that, if followed, would assist in their proficiency
• Q: How would I motivate a team?
• A: Many people are motivated by different things. I would take personality into account. Mostly, I would motivate by being present, being a positive leader, and following through with tasks that they need done. I believe empathy skills would come into play here as well. Creating a white glove, red carpet and open-door policy for their needs so they know they are appreciated by me as a manager
• Q: How would you handle conflict between team members?
• A: I would closely monitor this situation from observing team chat pages and using my active listening skills as to what is bothering them. I would ask them to be respectful to each other and stay professional. I obtain facts and ensure nobody is out of line or needed any coaching, so that any negative behavior could be addressed. I would also consider empathy
• Q: How would you delegate responsibilities
• A: I would assign tasks according to the employees' strengths. I would also assign more challenging tasks so the employee can evolve and grow. I would provide all necessary guidance and tools to assist