We had similar jobs when I started six years ago. During that time, I've had two big promotions, and she has stayed where she is. Her work is well-received, and she always gets positive reviews, so she's frustrated she hasn't been promoted. She asked me to help her figure out what is going on. (When asked, her supervisor didn't give a straight answer, which is typical here.) I think the problem may be how she presents herself. She dresses within the letter of the dress code but more casual than those around her. She takes personal calls within earshot of others and will pop in and out of the office to run errands or pick up her kids from somewhere, and then work from home to make up the time. While technically it is allowed, others don't do this. Only 10% of our job is client-facing, but looking and acting the part is noticed.