Subject: Trainer Candidate - Kavisha Arora
From: Kavisha Arora <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 25 Mar 2021 10:43:50 -0400

| | Tech Support Test

Name | Kavisha Arora
E-mail | [email-masked]
Phone Number | (+91) 9555260839
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) | Bareilly/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 | American Express | SME and Lead Analyst | | 5.35LPA
Previous Employer 1 | RBS | Analyst | 2017 |
Previous Employer 2 | NA | | |

If Selected, how much time do you need to join? | 30-45 Days notice period

Please briefly describe your work experience specifically in training?

➢ Worked for Projects: (1) Maintenance of hourly access rate and driving performance (especially during the time when the model was changing from monthly incentive to annual bonus), (2) GDM: when going live, (3) E2E Disputes Handling Project, (4) Re-disputes project and (5) Twice as a part of remediation project.

➢ SME for 9 batches: coached 95+ learners as a team (inclusive of but not limited to 45+ learners whom directly coached on a one-on-one basis), allocated inventory, monitoring adherence towards priority/urgency followed, prepared IDPs, training modules, quiz, meetings, reports (quality and productivity), performed tasks such as, quality sampling and ensuring their adherence to compliance and regulatory measures. All these tasks assist and ensure senior leadership about management for the new hires as well as the X Skill batches (cross trained in disputes) regarding the performance and adherence of compliance and behavioral.
➢ Co-ordinating with different departments for the smooth transition of the batches.
➢ Worked as a part for remediation team, reported issues such as Tagging issues for the initial month(s), case notes not getting captured, colleagues sending incorrect T-CAT letters to cm and picked up sampling for floor for Ad-hoc letters.
➢ Represented batches in senior leadership meetings (as a part of SME role).

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. | Training people who work in the organisation for a longer tenure than I have worked, when they do not wish to listen or migrate to my process . At this point in time, I treat them with utmost care and sensitivity, to resolve the situation. Sit with them, talk to them and understand the rationale behind their issues.

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

Good customer service is something that can be lived with and is okish for a customer to feel but great customer service is something that a customer craves for and can’t live without.
To be a part of customers day to day living we need great CS, but if we just want to merely exist in the market and don’t aspire to grow higher that good CS is ok to stick to.

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

1) Team management and mentorship.
2) committed
3) Drive results in an ever changing environment
4) taking ownership and follow up

On a scale of 1 - 5 please rate your fluency in spoken English | 3

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