Subject: Trainer Candidate - Darpan Arora
From: Darpan Arora <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 3 Feb 2021 10:31:40 -0500

| | Tech Support Test

Name | Darpan Arora
E-mail | [email-masked]
Phone Number | (+91) 9650078551
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) | West Delhi

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 | Globiva | Lead Quality | March 2020 | 35000
Previous Employer 1 | Mattsen Kumar | Quality | May 2019 | 36000
Previous Employer 2 | IBM India Pvt Ltd | Delivery Analyst | May 2018 | 40000

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

Please briefly describe your work experience specifically in training?

• Giving Training to new Batch on UK Mortgage. Interacting with UK Clients.
• Also giving Feedbacks to the agents time to time for their better Enhancements on Process & Language Skills.
 Verifying the QC check as per the Account CTQ’s
 Understanding client’s requirement related to account Criteria.
 Co-ordinating with SME’s and TL’s for Calibration fortnightly.

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.

The Most Difficult Situation was when i was working as Trainer with KCS Bangalore, and was given the First batch of 45 Agents to provide the Training related to the Process/Customer Skills & Telephone Etiquettes. It was bit difficult to handle the huge batch, where in there was MTI issue with almost 70% of the agents. The HR hired all those candidates before i was appointed. So somehow i managed to extend my working hours to prepare few modules to train those people as much i could & then conducted the assessment, to filter the average & below average agents (non trainable).
From the second Batch onwards i started taking the Final round of interview to hire a Good Comm. Skills advisor, who at least was trainable & performer on the Floor.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Great Customer Service is something which you go beyond to help & provide the Proper Solution/Service to the customer in the first call itself to make it as FCR Call by making your extra efforts. And Good customer is where in you are doing in terms of providing solution and completing the given task eventually rather immediately.
What according to you makes you a good candidate for this position? | Have worked with Companies like Saffron/IBM India Pvt Ltd/Mattsen Kumar, where i have learned to be more innovative and implement my skills for the betterment of the Organization/Client.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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