Subject: Trainer Candidate - Gaurav Sharma
From: Gaurav Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 10 Feb 2021 09:52:37 -0500

| | Tech Support Test

Name | Gaurav Sharma
E-mail | [email-masked]
Phone Number | (91) 8939000757
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 can commute using other transport like Rickshaw
Where do you currently live (area) | Chennai

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 | Mahalakshmi Corporates | Ops Manager | Still working | 65000
Previous Employer 1 | IBM India PVT LTD | Asst Manager | Feb 2016 | 48000
Previous Employer 2 | Concentrix Tech PVT LTD | Team Leader | Jan 2014 | 35000

If Selected, how much time do you need to join? | 15 days
Please briefly describe your work experience specifically in training? | Have developed training module's for the team which includes new joiner orientation, monthly/quarterly refreshers trainings, do's and don'ts, best practice's adaptation, process trainings, training on new version of SOP's.
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. | As the training were planned during work hours in Australian shift in IBM it was very difficult to keep the trainees/Attendees focused, hence came up with ice breaker sessions, role play, skit and quiz on process with goodies for correct responses.

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

(Good Customer) - is by answering all the questions appropriately and providing resolution to the customer and meeting customer expectations.
Great Customer Service is providing correct resolution is provided and taking required preventive measures by going extra mile to ensure the issue does not recur again. Exceeding expectation is great customer service.

What according to you makes you a good candidate for this position? | A good candidate for this position shall be a person who understands both client and organization's requirements, collects feedback, consider team's pain points and coming with process improvements which focuses on sustaining and consistently delivering quality work to the customers with utmost integrity.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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