Subject: Trainer Candidate - Yash Kalra
From: Yash Kalra <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 25 Mar 2021 10:40:07 -0400

| | Tech Support Test

Name | Yash Kalra
E-mail | [email-masked]
Phone Number | (+91) 8882866230
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

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 | AXA XL | Credit Controller | Immediate | 38000
Previous Employer 1 | NA | NA | NA | NA
Previous Employer 2 | NA | NA | NA | NA

If Selected, how much time do you need to join? | Immediate
Please briefly describe your work experience specifically in training? | I have trained 4 people in my team and had positive feedbacks from all of them, was able to manage the trainings with my daily BAU and adhered to the TAT.
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.

We had a situation where only 6-7 people had taken a handover from our colleagues in Ipswich, England and there were new hiring’s happening in the company, we had to train the new colleagues to make them familiar with the new process of reconciliations and AR, AP, but unfortunately we had a nationwide lockdown so we had to train the colleagues remotedly, now we didn’t know if the colleagues were having some issues in understanding or understanding the whole concept as these trainings were on calls or online and some colleagues were also facing these webcam issues, so we decided and told all the colleagues if anybody doesn’t put up any questions, then we will randomly pick any colleagues at the end of the session to explain all the concepts discussed, the strategy worked and we started getting more questions and responses, but this was quite a difficult job with almost 12-13 people on the training calls, but we were able to overcome that.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A person who provides a 100% customer satisfaction while providing the service is a good customer service and a person who follows up with the customer after providing the service is said to be a great customer service.
What according to you makes you a good candidate for this position? | A person with the ability to think more of people management rather than services.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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