Jenna Wiggins Peer Feedback Bravo Behavior – Engage and Collaborate

1. Annual
Review
Jenna Wiggins
January 2021
Scheduling_FRT - Team

2. 4/6/2022 Annual Review 2
Agenda
 What | Outcomes
 How | Associate Behaviors
 Growth | What’s next
 Closing

3. 4/6/2022 Annual Review 3
Introduction
Completing my first year at Cerner feels
like getting hired all over again! To work
for Cerner was a goal, and once hired, I
was eager to prove my skills - not just
for myself by for my piers.
I think I accomplished that and more
and hope to showcase some of my
personal highlights and opportunities
for future growth from last year and
what you can expect of me for next
year.
-Jenna Wiggins

4. What | Outcomes
KPIs
• Close Goal
• TAT
• Client Sat
• Responsiveness
GOALS
• Meet KPIs
• HV Rating
• Learn Solution

5. 4/6/2022 Annual Review 5
KPIs
Closes: consistently exceeded Goal at
full alignment w/ 1934 closed YTD
TAT: 66.8% Year Average - need to focus
on this and how I can improve.
Client Satisfaction: 94.96% - opportunity
to allow for more follow up questions
Response Rate: 20.2%
Responsiveness: Spikes were indicative
of sever team absences and my queue
helped to carry the workload.

6. 4/6/2022 Annual Review 6
Growth by Quarter
100
94.8
97.6
93.1
65.2
61.5
68.1
69.3
100
88.1
84.5
82.1
95.8
88 87.6 87.5
50
60
70
80
90
100
Q1 Q2 Q3 Q4
Client SAT % TAT % 24hr Responsiveness % In/Out - Bound %

7. 4/6/2022 Annual Review 7
Qualitative Metrics
What is not shown in these metrics:
 Consistent Avaya Availability
(downtrend in queue responsiveness
correlates to increase in rollover vol)
 High Average of Maintained
Alignment (low absenteeism)
 Closes made solving other solutions

8. ““Jenna came in clutch with assistance
during a phone call with a client. Called
over to scheduling and spoke with Jenna
who was able to provide some assistance
with the user. With help from Jenna, we
were able to come together and figure
out the correct answer for the client.
Jenna is hardworking and dedicated to
the clients and is always willing to assist.”
– Richard @ Orders_FRT
Peer Feedback
Bravo Behavior – Engage and Collaborate

9. 4/6/2022 Annual Review 9
Timeline
Q1 Q2 Q3 Q4
Jan Feb Mar May
Apr Jun Jul Aug Sep Oct Nov Dec
Jeopardy Winner
• Avg Closes – N/A
• Curated OneNote
• Volunteered at Vaccine Call
Center
• Learned inner workings of
Cerner as a Company
MVP
• Average Closes – 9.22
• Made MVP first month in
• Meaningfully contribute to
Team workload during
unforeseen absences.
Completed CST
• Average Closes = 9.75
• Completed CST with
Accolades to presentation
and detail
MVP
• Average Closes = 10.97
• Made MVP

10. “I appreciated Jenna's help. She has clear
knowledge of how the system works and
how to correct the issue we were having.
She was patient as I took notes for future
reference and suggested I try to
complete the task while still sharing
screens to make sure I had it down.
Thanks, Jenna!”
A satisfied customer
Ticket Number: INC000037271645