Subject: Trainer Candidate - Shiva Bhaati
From: Shiva Bhaati <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 25 Mar 2021 22:54:00 -0400

| | Tech Support Test

Name | Shiva Bhaati
E-mail | [email-masked]
Phone Number | (+91) 8800811814
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) | Gurgaon

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 Airways | Trade Specialist | NA | 42000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 15 days
Please briefly describe your work experience specifically in training? | Process and VNA trainer for new hire batches with Dell Mohali. Handled batches from on-boarding to OJT/Nesting. Continuously liasone with Ops to ensure process and training regimen improvement.
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. | The toughest situation I've faced, was to ensure the smooth transition of an entire training batch from a high paying process to another low paying one. The client ramped down due to unforseen circumstances and the firm just could not lay off assets in-training. Me and my direct-reports ensured one-on-ones and mediatory sessions as and when required. Functioning smoothly with the HR team, the task was accomplished seamlessly.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good Customer service is limited to catering to the business needs of the customer. Handling queries and issues only with the mindset of providing a resolution. Now great customer service also enables the firm to provide a great experience to the client, along with the resolution itself. Hence the agenda should be providing great customer service/experience, not just good service. The customer should return for the great experience you gave him, service can be offered anywhere, by anyone.

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

1. The possession of proven customer/team handling skills, acquired over the years while handling every role in the BPO and customer service industry.
2. The ability to stay level-headed, creative and resolution oriented under pressure.
3. The creation of a healthy work-environment for all parties involved.

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

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