Resume: Responsibilities vs 'How Well Did You Do Them'
I have several questions about responsibilities versus accomplishments.
Q1: Like pretty much everyone who's trying to grow themselves as a contributor, I started with a set of responsibilities that have grown as I've proven myself and as I've learned more. I don't have position changes (well, I have <title> II, <title> III, <title> IV - but even in that, the responsibilities grew regardless of title, and in one case I didn't find out I'd been given the title for two years, long story). So, in one sense, I feel like the growth of responsibilities is in some measure a reflection of how well I did the other responsibilities. Do I need to adjust my thinking?
Q2: I almost never have been told how I'm doing against *any* metrics, at any job, and almost never had any kind of numbers that were useful. I'm trying to come up with proxies that I *can* validly use - that is, in those cases where I don't have numbers, but do have *some* information, I'm trying to incorporate that information into a form that a hiring manager can use in some fashion. I wrote, in years long past, things like 'improved communication between <groups> to streamline handling of <type of problem>'. I have no numbers; I just know that when <type of problem> first happened, no communication flowed and so it took hours or days longer to figure out what had gone wrong; between relationships I built and processes I worked out within those relationships, it was much easier to deal with it and everyone who needed to know found out tons faster. What do I do with this?
Q3: In one job, I was level 2 technical support for enterprise management software - the kind of stuff where millions of dollars were potentially going down the drain when it was down at some sites, and at others, physical safety could be at risk and no one would know it. I ended up being the resource a lot of my coworkers went to for help when they couldn't solve problems. That wasn't my responsibility per se - there were others who were technically more senior - it's just the practical effect of being good. (Relationships mattered, too... It's not just that I was good but that I had good relationships with my coworkers.) Again, can I do something with this?
Q4: Same job: there were some customers who refused to deal with *anyone* but me, including some of the most difficult-to-work-with customers. This doesn't feel like an accomplishment to me; it DOES feel like a reflection of how well I did my job.
I've listened to all the resume casts, bought the resume workbook, etc. My resume is stronger as a result, but I really feel like I don't understand how to handle those things where there's no numbers available to me at ALL. And since that's the case for most of what I did - I don't have numbers for pretty much anything - I feel like my accomplishments in general are weak, even when I know I've done a good job.