Subject: Trainer Candidate - Shubhra Shukla
From: Shubhra Shukla <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 12 Feb 2021 07:52:32 -0500

| | Tech Support Test

Name | Shubhra Shukla
E-mail | [email-masked]
Phone Number | (201306) 9582899923
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) | Noida extension near ek murti chowk

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 | Teleperformance | Team leader | 27-04-2020 |
Previous Employer 1 | Na | Na | Na |
Previous Employer 2 | Na | Na | Na |

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

Please briefly describe your work experience specifically in training?

Training to new joinees in the team
Process update training
Refresher training

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.

In my team Payroll cut off was near n there were unplanned leaves in the team n we had to save or sla n deliver the timely payroll..
We requested client to support us however training was required for them.. They were neither ready to extend their shifts nor work on the weekends. So we manged to train them to process easier n same kind of transactions at break time daily for a week n this way we manged to save our Sla aswell as payroll delivery.
Afterwards we conducted full fledged process training for them when there was bit relax time after payroll to avoid such business contingencies.

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

Good customer service means you deliver what customer expected.
Great means wow factor which exceeds customer satisfaction. Its something Beyond customer’s expectation.
Ex. I ordered pizza n got freshly baked pizza on time.its a gud customer service.
Great means i got timely fresh baked pizza with chocko brown & 10 percent discount on next order

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

Communication skills
Interpersonal skills.
Problem solving skills
Management skills
Timeliness

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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