Subject: Trainer Candidate - Sajith Sivan Sivan
From: Sajith Sivan Sivan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Feb 2021 08:20:36 -0500

| | Tech Support Test

Name | Sajith Sivan Sivan
E-mail | [email-masked]
Phone Number | (+974) 70623811
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) | 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 | Ecco Gulf | Administration | | 60000
Previous Employer 1 | Droom | Assistant Manager | 15th November 2019 | 39000
Previous Employer 2 | Grofers | Assistant Manager | 15th March, 2019 | 35000

If Selected, how much time do you need to join? | 15 days

Please briefly describe your work experience specifically in training?

I am a BBA educated learning and development professional with 4 years of experience in soft skills, product, customer service and sales training from front liners to corporate employees.

Key competencies:
- Training Needs Identification
- Training Needs Analysis
- Instructional Design
- Facilitation
- Coaching
- Stakeholder Management
- Project Management

Methodologies:
- Instructor Led Training
- Virtual Training
- Individual and Group Coaching

Technologies:
- MS Powerpoint
- MS Excel
- Google Suite

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 classroom trainings the most difficult situation is associates taking uninformed leaves, which I handle by either taking a one on one session with presence of the HR or highlighting it to the HR management and let them intervene and take appropriate action but it all depends on how genuine was his/her reason for the absenteeism.
During delivering a particular training session or conducting a refresher session, we usually come up with agents asking out of the box questions which are not much related to the process or they are putting it across to challenge a trainers capability, which I usually respond by reflecting or deflecting the question.
While managing a team, the situation can vary from taking leaves to non performance, which can either be resolved by addressing the specific query and motivating the team members or by taking appropriate actions like corrective measures to improve their performance and behaviour.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A good customer service can make your customer satisfied with the resolution but a great customer service can make your customers loyal to the product or brand they are using.

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

I have started my career as a customer care executive and I have been always very polite, while not just talking to the customers but also in real life, which eventually gave me an opportunity to become a trainer with one of the biggest corporates (organisation name- 99 acres).
From there on I developed and improvised not just my communication skills but the art of different trainings.
I have worked with different industries like BPO, real estate, collections, telecom, automobile, FMCG and I believe that with these experiences, I will be able to bring a strong value to your organisation.
And moreover, I consider training as a continuous learning process which also enhances my skills and I strongly believe in training and coaching people to bring out the best in them.

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

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