Human Capital Audit matches employee core competencies with job requirements to unleash untapped talents.

6. The Chazin Group How It Works Human Capital Audit Employee Jessica Rivera Job Function Customer Service Job Title Customer Svc. Mgr. Responsibilities Competencies Use? Action Timeframe Contingencies Resolve client issues Customer care Limited Partner with sales < 30 days Discuss product features Product knowledge Limited Enroll in product training 30-45 days Course availability Resolve client issues Up/cross-sell NO Coach other Team members Leadership NO Assign coach/mentor < 30 days Individual available Customer Service Sales Marketing HR Operations Finance

7. The Chazin Group How It Works Human Capital Audit Employee Jessica Rivera Job Function Customer Service Job Title Customer Svc. Mgr. Responsibilities Competencies Use? Action Timeframe Contingencies Resolve client issues Customer care Limited Partner with sales < 30 days Dsicuss product features Product knowledge Limited Enroll in product training 30-45 days Course availability Resolve client issues Up/cross-sell NO Coach other Team members Leadership NO Assign coach/mentor < 30 days Individual available Customer Service Mgr. Customer Svc. Rep Help Desk Rep Inbound Call Rep Customer Support Technician

8. The Chazin Group How It Works Human Capital Audit Employee Jessica Rivera Job Function Customer Service Job Title Customer Svc. Mgr. Responsibilities Competencies Use? Action Timeframe Contingencies Resolve client issues Customer care Limited Partner with sales < 30 days Dsicuss product features Product knowledge Limited Enroll in product training 30-45 days Course availability Resolve client issues Up/cross-sell NO Coach other Team members Leadership NO Assign coach/mentor < 30 days Individual available Manage a Team of customer service representatives Develop and ensure effective processes for effective customer call center Dvelop and manage metrics to ensure exceptional customer cll cneter service Ensure call center and reception front desk call coverage Support sales and marketing business unit initiatives

9. The Chazin Group How It Works Client enters Human Capital Audit Employee Jessica Rivera Job Function Customer Service Job Title Customer Svc. Mgr. Responsibilities Competencies Use? Action Timeframe Contingencies Resolve client issues Customer care Limited Partner with sales < 30 days Dsicuss product features Product knowledge Limited Enroll in product training 30-45 days Course availability Resolve client issues Up/cross-sell NO Coach other Team members Leadership NO Assign coach/mentor < 30 days Individual available

10. The Chazin Group How It Works Human Capital Audit Employee Jessica Rivera Job Function Customer Service Job Title Customer Svc. Mgr. Responsibilities Competencies Use? Action Timeframe Contingencies Resolve client issues Customer care Limited Partner with sales < 30 days Dsicuss product features Product knowledge Limited Enroll in product training 30-45 days Course availability Resolve client issues Up/cross-sell NO Coach other Team members Leadership NO Assign coach/mentor < 30 days Individual available NO YES PROJECT_BASIS SITUATIONAL

11. The Chazin Group How It Works To be completed by employee’s manager Human Capital Audit Employee Jessica Rivera Job Function Customer Service Job Title Customer Svc. Mgr. Responsibilities Competencies Use? Action Timeframe Contingencies Resolve client issues Customer care Limited Partner with sales < 30 days Dsicuss product features Product knowledge Limited Enroll in product training 30-45 days Course availability Resolve client issues Up/cross-sell NO Coach other Team members Leadership NO Assign coach/mentor < 30 days Individual available

12. The Chazin Group How It Works Client enters Human Capital Audit Employee Jessica Rivera Job Function Customer Service Job Title Customer Svc. Mgr. Responsibilities Competencies Use? Action Timeframe Contingencies Resolve client issues Customer care Limited Partner with sales < 30 days Dsicuss product features Product knowledge Limited Enroll in product training 30-45 days Course availability Resolve client issues Up/cross-sell NO Coach other Team members Leadership NO Assign coach/mentor < 30 days Individual available