Subject: Trainer Candidate - Shiva Shankar reddy Mendu
From: Shiva Shankar reddy Mendu <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 30 Jul 2022 07:05:12 -0400

Tech Support
Test

Name

Shiva
Shankar reddy Mendu

E-mail

[email-masked]

Phone Number

(91) 9441321188

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 only using Metro

Where
do you currently live (area)

Gatkesar

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

Wipro

Quality analyst

September 9th 2022

14500

Previous Employer 1

Previous
Employer 2

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

September 12

Please briefly
describe your work experience specifically in Quality?

Working
as an Quality Analyst & Primarily responsible fot handling a team of 25
members to resolve customer service requests. My daily activities include guding
the associates to solve the customer support queries & ensure smooth
business opetations. Additionally involved in publishing weekly reports to
clients on the status of the queries along with the weekly auditing report of
all the quality team members. Conduct a need based learning session on a weekly
basis to associates to discuss on common / new customer queries.

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

Yes

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

I would not say difficult situation but when I was promoted to
quality parter for the different queue I was been given two week training
regarding the work and responsibilities and handed over the team of 25 members.
Initial days I was not able to markdown the able to markdown the agents on the
errors and was been given variance marking of 14 present then after I took lot
of information from the my guide which was provided by process. Later from there
I was given star of the month and been appreciated for the next month. It was my
achievement and process owners have appreciated for my work since there and
recognised.

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

According
to me good customer service is when the customer query is resolved within the
time scale when customer have an issue and I would say great customer service is
when customer was appreciated for the work which we resolve within the time when
customer raised.

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

Learning the process before
getting into the work makes easy to understand the process.

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

4