Subject: Trainer Candidate - Aheli Roy
From: Aheli Roy <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 13 Aug 2022 04:04:51 -0400

Tech Support
Test

Name

Aheli
Roy

E-mail

[email-masked]

Phone Number

(110092) 8586008239

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)

I.p extension, Patparganj, Jai
Laxmi apartment , flat no 118

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

Kotra

Market research Analyst

20th April 2022

35k

Previous Employer 1

Amazon

Analytical operational
executive

16th August 2021

28k with
variables

Previous Employer 2

Mtg learning media

Sr. Catalogue
executive

12th December 2016

32k

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

Immediately available

Please briefly
describe your work experience specifically in Quality?

Sincerely gave efforts to bring business and growth of the company in long
period, research work , catalogue operations , order management, invoice
printing , conducting videos, marketing presentation, customer service, served
clients with satisfaction.

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

In the course of experiencing many odd situations in my
career, I remember, I had a task of completing 500 clients of ours and I was
give. That task as it was payment related and number of check was bounced and
many payments online was also stuck for the merchants for e-commerce sector when
e-commerce was at a boom. It was one of the challenging phase of my time as
clearing 500 clients with many unknown transaction history and complete
background check that too in short time as it was a deadline and 31st March as
it’s usually the busiest period of the time , I had been assigned a woman as
an assistant for the help so that the work can be divided and completed at fast
pace . In the course of the moment the assistant had difficulty in language
addressing on call or email, timely delivery was an issue but she ensured to
learn the methodology and made it effectively and efficiently worth it , there
were challenges in training and handling each case as each case was difficult
and different but at the end , as the saying goes, all’s well that ends well,
we both made a good team and completed the target of 500 clients escalations
handling within 3 days .

Thank you

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

Good
customer service means that we provide the basic service as promised or which is
a part of our job but great service means in addition to good customer service,
we give valuable service.

For eg:- from bank point of view. I serve a account opening issue of a customer
satisfactorily I.e good service in time and Great service is, I give some more
additional information of locker opening to customer , that is Of help , it is
called great customer service.

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

I have had almost 5.5 years
approximately experience of all types of service majorly customer service and I
have known that in customer service each customer wants an attention & looks
out to be heard , if I can help that customer to be heard and solve the problem,
I will know how to resolve issue and giving smile on their face would be
something we take at the end of the day, I can try to do something that adds
value to lives because even we are customers outside our job too so we know how
much customer service means at the end of the day.

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

4