Subject: Trainer Candidate - Akansha Saxena
From: Akansha Saxena <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 20 Jul 2020 03:10:37 -0400

| | Tech Support Test

Name | Akansha Saxena
E-mail | [email-masked]
Phone Number | (91) 8860012818
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) | Ghaziabad- Indirapuram

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 | IO | Deputy Manager-Training&Quality | 31st March 2020 | 60000/-
Previous Employer 1 | Tech Mahindra | Quality Lead | 10th June 2019 | 45000/-
Previous Employer 2 | Goibibo | Vendor Manager- Training &Quality | 13th July 2018 | 37000/-

If Selected, how much time do you need to join? | Immediate
Please briefly describe your work experience specifically in training? | I need to take care of training team, NHT batch planner, TNI refresher planner, PKT, Training manual creation, Agent Cycle planner, SOP creation.
Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | Yes
Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team. | During the process ramp down on agent level, trainers were worried about their jobs and it was bit difficult for them to carry out their daily task routine.They were not able to concentrate on training part due to job insecurity, s managed team at that time to work efficiently leading to 100% throughput and assuring their job security.

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

Conceptually, the main difference between providing “good” customer service and delivering “great” customer service is that, in the former, you are probably only barely keeping your customers satisfied; while in the latter, you are not only keeping them satisfied – you are also keeping them loyal! This is a very important distinction – and one that many services providers do not always “get”.

For example, let’s say that, historically, your company – and you, as one of its personal “ambassadors” – have been working very hard to keep your customers happy.

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

A Deep Knowledge of the Business.
The Ability to Measure and Assess Staff Training Needs.
Strong Communication and Interpersonal skills.
A Passion for Continuous Learning.
Innovative Thinking.
Embrace Efficiency.

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

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