Subject: Trainer Candidate - Kaushiki Yadav
From: Kaushiki Yadav <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Feb 2021 15:16:09 -0500

| | Tech Support Test

Name | Kaushiki Yadav
E-mail | [email-masked]
Phone Number | (91) 8052378522
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 only using Metro
Where do you currently live (area) | Allahabad

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 | British telecom | Associate Engineer | 31 st March | 31000-35000
Previous Employer 1 | Wipro | Setup configuration specialist | September 2019 | 25000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | Upto 31st March

Please briefly describe your work experience specifically in training?

>Supporting users on chats and calls with effective and instant resolutions for their software,proxies, internet/intranet connectivity (VPN, Direct Access, Contingency), other PCs issues,             considering the severity of the issues and a great user experience.
> Maintaining the first call resolution and average handling time.         >Dealing with the hardware faults of machines and assigning the cases to team for engineer visit.
>Command on problem solving techniques under teams, outlook an and drivers and various pc drivers for audio, network and other issues.
team for engineer visit                                     > Proficient user of NG Auto Fix and CRM Bridge for assigning cases and fetc fetching order details .
>Handle application and server issues via remote assist through support cen center and teams.                                               > Allocate tickets to the dedicated team and

Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | No

Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team.

Being honest I have not trained or provided as such training to a team but yes can say that i have developed a good team work in myself with my previous experiences also i have being praised by my manager and my other team for the same multiple times.
* Helped my team mates for the queries they were stuck on in the absence of our seniors.
*Took ownership for the situations when it happend that our UK clients felt unsupported, to provide them the end resolution for their problem.
*In our CI Huddles/Team meeting took initiative and put forward the consequences or the situations  my teammates were facing issues with so that we can be provided with permanent fix for the same.

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

Good Customer service is when we give our 9 out of 10 that is we listen to the users query and hand over the correct and instant resolution that quickly resolves the issue.
This good turns to great by putting a bit extra effort in customer handling techniques.The way we greet them, by owning their issues, showing them that yes we value their time and concerns they have regarding their issues. And to assure them that we are the right person to help them and their issue will be sorted by the end of the call with accuracy and precision

What according to you makes you a good candidate for this position? | As per my understanding this role can be better handled by the person who knows three most important steps to complete any task that is to plan, to organize and at the end to direct. This is because no matter if we are provided with all the data and information systems until and unless we will not proceed further in sequences we won't be able to complete any task. If in case the work is any how completed it will not be that productive. Adding on to this planning, organizing ,directing  and then proceeding with the work takes less time and work leading to a great result.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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