Subject: Trainer Candidate - Gaurav Garg
From: Gaurav Garg <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 28 Jan 2021 01:51:11 -0500

| | Tech Support Test

Name | Gaurav Garg
E-mail | [email-masked]
Phone Number | (91) 9654382722
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) | Indirapuram, Ghaziabad

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 | NA | | |
Previous Employer 1 | Ericsson India Global Services Pvt Ltd | Manager | 23-Nov-2020 |
Previous Employer 2 | Bharti Airtel Ltd | Manager | 31-Aug-2011 |

If Selected, how much time do you need to join? | 1 Day
Please briefly describe your work experience specifically in training? | Managed team size 20~35 resources. Identified training requirements of team using CDP. Imparted training related to soft skills-Business etiquette's, email writing, customer interaction, communication skills, MS Excel, Business Processes etc. Arranging advance level technical training & certifications from 3rd party vendors.
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.

1. Conflict resolution- Conflicts arises in team while they work together related to shifts and work assignments. Patiently listened to their issues, tried to find out root cause in 1-2-1 discussion and provided a win win solution. Aligned their energy to achieve organization's goals as a team.
2. Performance Measurement- Every employee claims that his performance is best which give rise  to conflict in team and demotivation. Asked team to prepare Performance Measurement matrix report to record their work volume, SLA compliance, errors, Behavior etc. It was filled and published in the team on weekly/ monthly basis so that team has clear visibility how everyone is performing. By this way Performance measurement issue got resolved & Individual's productivity was raised. Bottom performers were given timely feedback to communicate their weak areas and how they can raise their performance level.

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

1. Listen to customer and try to understand their pain points and requirements.
2. Get customer felt that you are on his/ her side.
3. Do internal alignment to fulfill customer requirements/ issue rather than throwing ball in others bucket. Take end to end ownership to resolve the issue.
4. If some of customer requirement is not in Organization's scope of work then politely inform customer for the same and tell him how it can be fulfilled.
5. Try to go extra mile however don't over deliver than Organization's scope of work.
6. Try to find out customer's other requirements which your organization can deliver thereby exploring opportunities for additional business.

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

1. Empathetic listener
2. Customer First approach
3. Excellent Leadership qualities
4. Excellent communication & presentation skills
5. In depth knowledge of Organization's process and delivery model
6. Identify competency gaps, prepare training requirements. Optimal way to arrange these trainings using internal or external resources.
7. Unbiased approach
8. Motivation and influencing skills

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

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