Subject: Trainer Candidate - Sonam Tiwari
From: Sonam Tiwari <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 2 Aug 2022 12:17:08 -0400

Tech Support
Test

Name

Sonam
Tiwari

E-mail

[email-masked]

Phone Number

(452010) 9826369055

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)

Indore

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

Conneqt business solutions limited

Process Trainer

currently
working

21000

Previous Employer 1

Ericsson

OMCR
engineer

20-Jul-22

19000

Previous Employer 2

Teleperformance

Customer
support executive

19-Feb-20

14000

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

30 Days

Please briefly
describe your work experience specifically in Quality?

I am
working as a process trainer in conneqt business solutions limited. I am doing
training to new hired batched and floor refresher as per company and client
role.

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

"At my Previous job as a Aux Trainer during my training batch,
I was working on a Friday afternoon. My manager had to leave the office early
for a personal emergency and wouldn't be back until Monday morning. I received a
call from a client who wanted to know the status of project and if they could
submit a few last-minute changes. I informed the client that while I wasn't
responsible for making large-scale decisions like that, I could update them on
their project's status.

I dont have access about the client data as i was as a auxiliary trainer so i
inform the senior trainer who was present and postpone any work that they had
planned to perform over the weekend, and I informed the client that no work
would continue until they could speak with my manager on Monday morning. Before
leaving the office for the weekend, I left my manager a detailed note that
explained the situation and requested that they call the client back as soon as
possible. When my manager returned to the office, they were very grateful for my
initiative because the changes were significant enough to require."

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

Good customer service reps will
get the problem solved eventually.

Great customer service reps will get it solved immediately, doing everything
they can to remedy the problem at hand

Great customer service means meeting customer expectations

Great customer service can resolve my problem quickly.

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

Team Handling as a trainer handled a batch of
27-30 champions

Data Handling on excel sheet and Google sheet

Able to Fulfil the Client requirement based on attrition and
shrinkage.

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

4