Subject: Spanish Language Test - Yutzil Gabriela Victoria Nava Ceballos
From: Yutzil Gabriela Victoria Nava Ceballos <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked]
Date: Tue, 14 May 2019 23:42:35 -0400

| | Foreign Language Screening Test

Name | Yutzil Gabriela Victoria Nava Ceballos
Whats your first language | Spanish
Please answer in grammatically correct ENGLISH the following situation in 100 words: You are working for Pizza Hut as a phone order executive. You took the order from a customer and informed him that his order will be delivered in 30 minutes. The customer calls you back after 45 minutes complaining that he has not received his Pizza yet. When you check you realised that you made a mistake and you entered his address incorrectly. You have the customer waiting on phone, what would you do in this situation? | I'd be really surprised to know this happened. I would apologize first of all, then I should follow the right process for this kind of issues, it might be rewarding the customer for the long wait, maybe I should say to our client that there was an error with the GPS system too. Then I'd call the delivery person to let know about the address correction so that the order can be delivered as soon as possible. I would make sure to prevent, paying attention to details to not commit this mistake again in the future, and send also an email to my boss about it to be aware of this error.
In ENGLISH - Please describe your Background (Personal, Educational, Professional) - 50 - 100 words | I have experience in technology companies, I have worked before for HP inc, SoftwareONE, Avaya, and Citi just to mention the most important positions in my career. I was in the Helpdesk area at HP supporting woldwide engineers to follow up each case until it's closure, receiving calls from customers all in english. In Avaya I was at the pricing area doing quotations for soon to expire contracts to renew, analazing each oportunity and adding the available technology if needed. Im a university student (online mode) at one of the most important colleges in my country and being there has been such a great achievement for me.
In YOUR LANGUAGE: What according to you is the difference between good and great customer service? | Un buen servicio al cliente es el que se brinda siguiendo un procedimiento adecuado, que se determina para cumplir con lo debido. un Excelente servicio es superar las expectativas del cliente, haciendo más de lo que está al alcance para ofrecerle la mejor experiencia posible.

Please answer this question in YOUR LANGUAGE: In 5 sentences please explain what makes you the right candidate for customer service job.

-Tengo experiencia en servicio al cliente atendiendo rápida y eficazmente las solicitudes.
-He tomado cursos de Servicio al cliente, donde me certificaron para dar una gran experiencia a las personas atendidas.
-En la universidad estoy aprendiendo sobre ésta área también porque estoy en Turismo.
-Yo también soy cliente y sé de lo frustante que puede llegar a ser estar del otro lado del teléfono sin tener una solución, por lo que se debe trabajar con empatía.
-Me gusta aprender y saber qué hacer en cualquier tipo de soluciones.

Please answer this question in YOUR LANGUAGE: In 200 - 500 words please tell us about any city or town that you traveled to | No he estado en otro país pero he visitado muchos lugares y ciudades en Mexico, lejos de donde vivo. Me gustó mucho el estado de Michoacán, tiene muchos lugares para pasar el tiempo con mi familia, mucha naturaleza y artesanías, también tienen mucha variedad en comida. Aunque no he viajado fuera de México, he tenido contacto con muchas personas que han venido a trabajar, desde Estados Unidos, Suiza, India, y me encanta lo amigables que son y aprender sobre sus costumbres y hacer nuevos amigos.

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