Subject: Trainer Candidate - Johny Joseph
From: Johny Joseph <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 8 Aug 2022 10:55:03 -0400

Tech Support
Test

Name

Johny
Joseph

E-mail

[email-masked]

Phone Number

(91) +919205534492

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 have my own 2/4 wheeler transport

Where
do you currently live (area)

Gurugram

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

Unimrkt Research Pvt Ltd

Language and communication
trainer

Till date

55k

Previous Employer 1

Kalkine Solutions pvt ltd

Quality/Trainer

June 21

50k

Previous
Employer 2

Admiral Solutions pvt ltd

Quality
Analyst/Trainer

Dec 2020

40k

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

I am not sure if you guys could buy out the notice
period  but it is 3 months

Please briefly describe your work
experience specifically in Quality?

Admiral solutions is an U.K
insurance captive unit in Gurgaon. I worked as a Quality analyst For 2.5 years,
monitoring all type of calls and webchats from customer services to selling
anciallaries , Renewals , adding a business etc. I was providing appropriate
feedbacks using  softwares like 'Compasss' and Verint to monitor calls and to
improve agents individualy. Quality+productivity along with keeping the
departments score in mind. All the calls and chats monitored were mainly from,
Swasea,Cardiff, Halifax, Newport and Delhi.

I was also indulge into regular client meetings and discussions related to
process improvement plans and adherence.

I Also worked with the Email teams on Avaya.

Worked for 8 months in Kalkine Solutions, it is an Australian captive stock
research unit in Noida. I m currently doing everything i was doing previously,
along with F to F feedback and sessions, conducting call calibration sessions
and quality sessions for different LOB's and markets. Conducting trainings and
sessions for the agents requiring extra focus and help etc.

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 was the stand alone, person to set up the Training
department in my current organization.

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

When a rep/CCR solves the customers problem and
issues seamlessly, is a sign of good customer service. A great service means the
rep not only slaves the problem but resolves it on time , effectively and
efficiently, showing empathy and sympathy towards the situation.

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

I have worked as a sales executive and customer service
executive for more than 4 years. I Cary vast k knowledge in regard to , customer
service, sales, up selling and also dealing with customers detriment if
required.

Been a Quality Anylist and monitored calls, chats and emails for the agents
based in Swansea Cardiff Halifax, Newport and also providing them feedback.

Training new hires and existing employees, conducting training in regard to new
projects/process, Neutralizing accent, understanding  of different accents and
nuances are a few more qualitys and expertise that could be put put in
action.

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

4