Performance review for Team Knowhow

1. PSP3: Pre- and Post-Work Experience Assessment Non-Sandwich Route
Student Name: Ahmed Kahtan
Course: Biomedical science
Assessor Name: Henry Lloyde
Assessor Position: Floor manager at Teamknow
call centre
1st
/ 2nd
Assessment
Employed
from August
2019
Till February
2020
Date:
17/01/2021
(please
delete)
SKILL AREA Student Assessor
Examples / comments Examples / comments
A. COMMUNICATION At first my communication skills were
the best but as time went on and
after i completed training i felt like my
communications skills improved
drastically. I also feel like my
confidence really improved which
was due to the group activities
during training.
Ahmed had very good communications
skills and was very polite and a pleasure
to work with
e.g. clear, effective speech
- expressiveness
-
-
explanatory ability
writing skills
Score
0-10
Score
0-10
- communicating with people at different
levels
8 10
B. WORKING WITH OTHERS
e.g. co-operating I believe that my team working skills
developed a lot more while I was
working at team knowhow. Speaking
to the others was not my strog point
however with time i was abale to
bond and work with all the staff at the
team knowhow. The team working
Ahmed showed really good team
working and leadership skills during
the training period which is a very good
skill to have.

2. exercises really helped improve my
team working skills
- getting on with people
- contributing to teamwork
- working under supervision
-
-
supervising
working with people at different levels
Score
0-10
Score
0-10
7 10
C. IMPROVING OWN PERFORMANCE
e.g. enthusiasm, commitment I really enjoyed the job at the Team
knowhow so I believe I showed a lot
of enthusiasm. I also showed a lot of
initiative as I didn't need any help
from the manager when taking calls
as I wanted figure things out on my
own after only 3 days on the phone.
- willingness to learn
- initiative, resourcefulness
taking responsibility
-
-
maturity
attendance, punctuality
Score
0-10
Score
0-10
- personal organisation/work planning 9 10
SKILL AREA Student Assessor
Examples / comments Examples / comments
D. PROBLEM SOLVING
e.g During training I was really nervous
about starting to do live calls as I felt
like I wasn't ready. However after
training my confidence was a lot
higher and i felt more confident taking
calls on my own and instead of
Showed really good problem solving as
he didn't ask for much help when on
live calls compared to everyone in his
group.

3. asking the manager for everything i
would try to figure problems on my
own.
- prioritising tasks
- defining problems
-
-
taking action
grasping main points
Score
0-10
Score
0-10
- locating information 10 10
E. INFORMATION TECHNOLOGY
e.g I had to learn 8 new softwares that
had different jobs and i believe i was
the best in the group when using
them efficiently. Everyone in my
group struggled to connect the phone
line to the computer where i was the
only one that figured it out on my
own. I also used my understanding of
technology to help customers in some
of the calls even though I could have
just passed the call.
Ahmed picked up the softwares
training really quickly which usually
takes the averagetrainee 3 weeks to
learn whereas Ahmed had everything
under control in week 1.
- using word processing package
- using other p.c. packages
using databases
Score
0-10
Score
0-10
- using company specific IT 9
10
F. APPLICATION OF NUMBERS
e.g
- calculating / evaluating My numeracy skills really helped as I
was able to process discount
percentages really quickly while
speaking to live customers.
-
-
checking results / accuracy
estimating
Score
0-10
Score
0-10
- recording / presenting data 10
10

5. SKILL AREA Student Assessor
Examples / comments Examples / comments
G. WORKING PRACTICE
My knowledge of the procedures and
safety regulation were all taught to me
during my training and I believe I
stuck by them from start to finish .
Ahmed's punctuality was not the best
in his first couple ofweeks however he
really improved when he finished his
training. There were also a couple of
times where Ahmed didn't bring in his
ID knowing that the security would not
let him eter which resulted in him
coming in late.
(i) Knowledge
e.g
- function / principles of equipment
- safety regulations / procedures
- knowing reasons for particular work
practices
Score
0-10
10
Score
0-10
6
- background / theoretical knowledge
(ii) Work Skills
e.g careful and safe working practice Working at Team Knowhow meant
that I was working with customer
sensitive information such as names,
addresses and bank details meant I
had high responsibility in my job role.
Due to the sensitive information the
call centre had a paperless rule
meaning that we can only use white
boards to do notes for the customer
and then whipping them which i
believe i used very professionally.
- manual dexterity
- correct use of equipment / methodology Score
0-10
Score
0-10
- follow methods / protocols 10 10

6. - competent in a range of activities
(iii
)
Quality of work
e.g accuracy During my time at Team knowhow, i
believe my quality of work was reality
good as i always hit my targets. I also
never had a bad rating after a call
which i was really happy about as iyt
meant the customer found me helpful
and enjoyed the call.
Very enthusiastic and showed great
determination to learn and improve.
- reliability of service
- attention to detail
- level of service
- efficiency Score
0-10
Score
0-10
- meets deadlines 10 10
- resilience under pressure

7. SKILL AREA Student Assessor
Examples / comments Examples / comments
H. PROFESSIONAL / ORGANISATIONAL
AWARENESS
Ahmed had a few punctuality issues
which were resolved.
Showed real enthusiasm when working
on the lines and had a really good
relationship with everyone in his
group.
e.g general presentation
- personnel issues I showed real professionalism while
working at team knowhow. I always
spoke to my team with great care and
I believe I showed great awareness of
how to speak while in a professional
environment.
I was late to work a couple of times
during training which was not a good
impression to the managers however I
feel like I did improve with time.
- professional ethics
- confidentiality
- company structure Score
0-10
Score
0-10
- departmental structure/responsibilities 9 8
- function of company
Overall Student Mark /100
92
Overall Assessor Mark /100
94
TO BE COMPLETED BY THE STUDENT
COMMENTS / PROPOSALS:
Overall I believe my time at Team
Knowhow was really enjoyable and

8. Briefly reflect upon the
assessment, including ideas to
improve your employability skills
benifical to me in many different ways.
I believe the constant call taking
allowe my communication skills to
improve allowing me to speak in a very
clear tone. As well as having ups there
were down at my time at Team
Knowhow which was my punctuality at
first. The reason my bad punctuality
was due to me using public transport
in my training days which was
completely my fault for not knowing
the bus time. I resolved this issue by
doing more research to find earlier
busses which then helped improve my
punctuality.