Subject: Trainer Candidate - Avijit Ray
From: Avijit Ray <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 30 Jul 2020 06:56:51 -0400

| | Tech Support Test

Name | Avijit Ray
E-mail | [email-masked]
Phone Number | (91) 9810494586
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) | Greater Noida West

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 | Fareportal | Team Leader | 08Oct19 | 53000
Previous Employer 1 | Kuoni Busiess Travel | Team Lead | 06Jul13 | 51000
Previous Employer 2 | American Express | Travel Counselor | 28Feb11 | 30000

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

Please briefly describe your work experience specifically in training?

Leadership skills in training the pilot batches in reservation and ticketing as a Trainer.Was a part of Pune new site launch team of Fareportal.Job responsibilities include preparing reports,PPT presentations,handling OJT(On job training batches), floor training apart from regular training batches.

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.

Challenging/difficult situations while working as a trainer - Training candidates who belonged to non-travel background and train them the very basics of travel industry in addition to GDS(Global distribution systems)like Amadeus,Sabre,Galileo , fare rules and fare construction etc.

Challenging/ Difficult situation while managing a team - Most difficult would be absenteeism , un approved leaves and attrition.

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

Main difference between good and great customer service is:
Good Customer Service-Only keeping the customers satisfied.
Great Customer Service- Not only keeping customers satisfied but also keeping them loyal by going an extra mile to provide fast and effective resolution leading to customer delight.

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

15 years of experience in BPO and corporate travel industry / travel operations, client relationship management and a trainer in travel trade.

Efforts in identifying agent / automation errors leading to company loss and rectifying those.

Worked on projects to enhance customer service skills among newly hired candidates as well as tenured customer service representatives like Patience ,Attentiveness, Ability to communicate clearly , Knowledge of the product ,Use to positive language, Time management skills , Active listening , Empathy etc.

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

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