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Workplace Dilema

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Professional Workplace Dilemma Paper

Dr. Martha Cawley

Gen/480

Julio Williams

November 17, 2011

While being a student here at the University of Phoenix, I work at this company named ACS. ACS is a outsourcing company that handles several companies such as Humana, Aetna, Wellpath, Sprint, Apple, and other companies customer service. While working for ACS, I really experience a few very interesting situations. Of all the situations that occurred while working for ACS there is one that really stood out the most to me. The situation occurred about 4 years ago with the Operations Manager of the Humana campaign. First of all let me give you a little background information on the Operations Manager. His name is Craig and he was transferred into our company from Florida. He was very arrogant, racist, stubborn, but intimidated by intelligent outspoken people. He would say things to people that would irritate them and he would not care. I was a team lead with Humana, a position I held every since I started with them. When I met Craig we immediately did not hit it off. I knew my position inside out and I trained other customer service reps about Humana' s systems as well as how to be good customer service reps. Craig kind of thought I was a know it all and felt someway intimidated by me. I work with Craig for about 3 years during my tenure at ACS. During my 3 years there with him I applied for several managerial positions which I qualified for. He never hired me for any of them so I just stayed a team lead. One time he even hired a female that was 19 as a supervisor and this was her second job ever; her first was Hooters! To say that Craig lived in his own world is an understatement. Now to get to the dilemma, ACS is a company that the workers are predominately young black people. Most are fresh out of school or may have had trouble finding a good job.

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