Subject: Trainer Candidate - Kamakshi Mathur
From: Kamakshi Mathur <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 5 Sep 2022 02:27:46 -0400

| | Tech Support Test

Name | Kamakshi Mathur
E-mail | [email-masked]
Phone Number | (91) 8447562043
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) | Alaknanda

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 | | | |
Previous Employer 1 | FedEx express | Customer service associate | January 2022 | 19000
Previous Employer 2 | | | |

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

Please briefly describe your work experience specifically in Quality?

Handled both domestic and international clients.
Experience in escalation management.
Appreciated many times for voice quality and resolution offered.
Around 3.5 years of experience in both voice and non voice.
Trained new hires on job and help them achieve the quality required.

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

Inspite of the training, new hires often struggle in delivering the results . So i have shared job training manuals for enhancing the process.
Acted as a sne for a batch of new joinees and provided process training.
Most difficult part is escalation management of irate customers. I have took briefing sessions and prepared job aid for colleagues to master the skills

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Providing a resolution is good customer service however maintaining a good rapport with client being the face of the company is great customer service. Great customer service ensures that agent is with the customer at every point of time till the matter is solved and providing the assurance that customer is in good hands.

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

Attentiveness to details
Excellent listener
Quality focused
Always active to help team mates
Ability to work under pressure
Maintaining KPIs

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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