Subject: Trainer Candidate - Jahnavi Khanna Jahnavi
From: Jahnavi Khanna Jahnavi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 26 Feb 2023 06:18:36 -0500

| | Tech Support Test

Name | Jahnavi Khanna Jahnavi
E-mail | [email-masked]
Phone Number | (+91) 8299720620
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) | Varanasi

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 | Tata consultancy services | Business Associate | | 12000
Previous Employer 1 | Sky Tutorials | Data Entry Operator | | 10000
Previous Employer 2 | Offline data Entry | Data Entry | | 8000

If Selected, how much time do you need to join? | 30 days

Please briefly describe your work experience specifically in Quality?

Assisted Customer in identifying issues and explained solutions to restore service and functionality.
Collaborated with supervisor to escalate and address customer inquires or technical issues.
Translated complex technical issues into digestible language for non-technical users.
Used ticketing systems to manage and process support actions and requests.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Submitted service tickets for equipment maintenance requests.
Managed high levels of call flow and responded to Type technical support needs.
Working in rotational shift (24*7project)
Work as process trainer to train the new joineee to describe the work culture, the norms, process.

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

First when i started working this is the first job for me in any MNC so i need to adopte the work culture, the process and evey details..
Intial when i started taking calls it is difficult for me to handle all the perameters of soft skill and other.but i grab the things very quick that's why i shifted to the process trainer very quick. I provided all types of training of process as well as manage there quality too. The soft skill perameters and also started working in tickets.
Both of the things grab very quick in my team

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

The good customer will be the service will be end after the service ends.
But the great services means asking more than the given service or any help.

What according to you makes you a good candidate for this position? | The candidate which has very keen observation in detailing and also multitasking.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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