1.Annual review for a strong performer ready for promotion
When it fits: Use this when the year was clearly good, the rating is a 4 or 5, and the review has to double as the evidence for a promotion case someone else will read.
Performance review: Danielle Ortiz, Jan 1 to Dec 31, 2026
Role: Support Team Lead, Customer Support Reviewer: Kwame Asante Review type: annual Meeting: 2026-12-08 Related: [[Danielle Ortiz]]
Goals from last period
- First response under 4 hours for 90 percent of tickets: 93 percent from April onward, up from 81 percent in Q1. The change was the split-shift rota she designed in March. Evidence: helpdesk report, Q2 to Q4. Rating: 5
- Customer satisfaction of 4.5 or higher: 4.6 average across 9,840 rated tickets. Rating: 4
- Publish 20 help-center articles: 31 published. Tickets tagged "export" fell 38 percent in the eight weeks after the six export articles went live in May. Rating: 4
- Hire and onboard two agents: both hired by March 16, both handling tier 1 alone within five weeks. Rating: 4
Strengths
- Calm under load. During the Aug 14 outage the team took 412 tickets in six hours; she wrote the status macro in 20 minutes and kept the queue under two hours.
- Bug reports from support now arrive with repro steps. Product said so unprompted (see below).
Areas to develop
- Delegation: her name is on 60 percent of tier 2 escalations in Q4. Next step: billing escalations move to Marco from Feb 1, reviewed weekly in our 1:1.
Input from others
- Lena Fischer, product manager (written, Nov 20): "Support bugs are the best-documented ones we get."
- Marco Reyes, agent (in a skip-level, Nov 12): she unblocks fast but rarely lets anyone else take the hard cases.
Overall rating
4 Exceeds because she met every goal and beat two by a clear margin, and the rota change kept response times up without new headcount. Not a 5 because the team still depends on her for tier 2.
Goals for next period
- Tier 2 escalations handled by her below 25 percent @due(2027-03-31)
- Run hiring for the third agent role end to end @due(2027-04-30)
Development plan
- Management: recommend for Support Manager in the Q1 cycle. Company pays for the people-manager course in February. Check-in 2027-02-15.
Employee comments
- Agrees with the rating. Asks for budget for a QA tool so review of agents' replies is not done by hand.
Acknowledgment
- Discussed on 2026-12-08. Danielle Ortiz, 2026-12-08
- Kwame Asante, 2026-12-08