Subject: Trainer Candidate - Mayank Kumar
From: Mayank Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 23 Jul 2022 11:39:17 -0400

Tech Support
Test

Name

Mayank
Kumar

E-mail

[email-masked]

Phone Number

(91) 8982762603

Do you have your own transportation
(2 or 4 wheeler) or are you able to commute to office without using Metro? Our
office is located in Noida Sector 2, near Noida - Sector 15 Metro
Station

I can commute using other transport like
Rickshaw

Where do you currently live (area)

Noida Sec 59

Please give us details of your last 3
employments including current. If you've not worked in 3 companies, please enter
NA

Name of Company

Designation

Last
working day

Monthly Salary (inhand)

Current
Employer

Sorting Hat Technologies Pvt Ltd

Senior Quality Analyst

Working

48000

Previous Employer 1

Hinduja Global Solutions Pvt
Ltd

Quality Analyst

31st Jan 2020

27000

Previous Employer 2

Aegis Customer Support Pvt LTD

Quality Analyst

If Selected, how much time do you need
to join?

15 Days

Please briefly
describe your work experience specifically in Quality?

I have
worked with multiple vertical like Banking, e-commerce, D2H, and currently
working with Unacademy sales department as Sr. QA.

Have you worked as a
Quality Manager in a Call Center/Customer Service/BPO Environment?

No

Please tell us below in 300 - 500
words about the most difficult situation in your experience as someone who is
responsible to manage and bring improvements in quality of your team

When I was working with aegis there was lot of challenges we
face on daily basis like score should be > 90% and that time I got aligned
with new team.

When I started working with team I found they are not inclined with process new
updates and sharing old information with customers and that is the reason we
were getting Fatal and score loss.

To bring the scores up I had started a project Named "Aabki Baar 90 Paar"

In this projected I checked in which parameters we have maximum markdowns and
why ?

Also, Cr

performed pareto analysis to know the occurrence trend. And accordingly started
refresher sessions and flooted multiple teasers to make Advisors aware about
current process updates.

Few important steps which I had taken.

1. Call listening sessions

2. Best Call to be published among agents.

3. Daily PKT

4. One on One Refresher

5. Changes in internal audit patter.

Thus, We had achieved 92% CQ for that month and I got RNR for the same.

Again feeling proud to write and share here.

Thank you for reading !!

What according to you is the difference
between good and great customer service. (Explain in 4 - 6 sentences)

I believe word of mouth is very important player to make our
customers feel happy and satisfied with product and services.

Though,Great customer service means following best practices like valuing
customers' time, having a pleasant attitude, and providing knowledgeable and
resourceful resources, rather than just meet the requirements.

And, Good customer service means consistently meeting customers' expectations.

Always try to deliver a wow experience to our customers.

What
according to you makes you a good candidate for this position?

Experience around multiple target customers and hands on
knowledge around advance excel, flip book creation, PPT part, training and Team
connect.

On a scale of 1 - 5 please rate your fluency in
spoken English

5