Strengths: Overall you’ve really become a Coda expert and skilled troubleshooter. I see you practicing a nice mix of using resources and personalized support. Great use of screenshots and video recordings - really going the extra mile (assuming the video recordings don’t feel like too much work?). Also love the personal, fun, coaching tone you take with customers. Great job explaining complex stuff! Opportunities: The only opportunities I could really see are just around some of the most complex, advanced Coda knowledge. And it didn’t really reflect gaps in your knowledge specifically, but gaps in the team’s knowledge (yay for upcoming trainings). Also, don’t be afraid to keep asking for help and escalating tickets. I didn’t necessarily see any signs that you weren’t doing this, but I know sometimes it gets harder to do the longer you’ve been here. If you’ve checked the resources available to you and you’ve done the troubleshooting you’re aware of, it’s OK to ask/escalate.

Takeaways: Your performance looks great from all angles! Great job on CSAT Seems like your convo count and reply count was at an all-time high back in late May, and has come down a bit. But based on looking at other teammates numbers, I suspect where you’re at now is a healthier baseline. Perhaps you were pushing beyond what’s sustainable in late May? Also we have more people on the queue now, so it makes sense that everyone’s numbers will come down a bit (it’s a good thing 🎉)