Subject: Trainer Candidate - Dinesh S
From: Dinesh S <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 2 Apr 2021 12:03:15 -0400

| | Tech Support Test

Name | Dinesh S
E-mail | [email-masked]
Phone Number | (91) 9894301911
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) | Chennai

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 | Independent Freelancer | Training Specialist | | 9,30,000
Previous Employer 1 | Visionary RCM InfoTech | Manager - Training | 05/11/2019 | 9,30,000
Previous Employer 2 | Quadrant 4 Software Solutions | Team Lead - Training | 31/07/2015 | 7,00,000

If Selected, how much time do you need to join? | 7 Days

Please briefly describe your work experience specifically in training?

Training vertical has expanded in targeting both Departmental and Organization-wide. Formulated specific competency-oriented training program to achieve departmental goals and formulated organisational-wide programs on leadership programs, client etiquette training programs, and cross-functional programs for organizational-wide achievement.

Performing TNA is predominant to ensure the business runs continuously and the various inputs gathered are thru:
-> Customer's feedback (internal and external)
-> Operations/Business feedback - domain, process, soft skills and behavioral
-> SWOT analysis (to understand opportunities and cross-functional)
-> IDP (Individual Development Plan based on performance)
-> Training Survey Model (Bi-yearly and yearly)
-> Connect with Quality Assurance to get the input for continuous improvement
-> Training team's monthly assessment mode on domain, process, customer service
-> An input from the sales team for future technology and domain related forecasting

Conducted Soft Skills Training, Organizational Development(OD) Programs for leaders and aspiring leaders, Business English, Public Speaking, Presentation Skills, Negotiation Skills, DISC profiling, Client Interaction Training programs, Etiquette on Email, Chat, Phone etc.,

Last but not least, in performing Return on Investment(ROI) and measuring training effectiveness is crucial to understand the reach of the training program.
-> The various phases start during the training program(check points by conducting assessments or providing case studies),
-> Final evaluation of the training, performing comparison/variation analysis,
-> Post training effectiveness, include online based assessment(LMS), simulation mode, case studies etc.,
-> Performing continuous improvement assessment methods in connecting with Business Unit/Frontline managers

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.

Though the training logistics were in-place, the predominant difficult was in adherence whilst conducting OD programs, as most of the front-line managers or leaders had occupied and piled with operational responsibility.

As part of experiencing such instances and for better ease, most of the programs have been converted into a workshop model in targeting alternate weekends. This has helped in providing managers/operations lead ample time for them to focus on giving chore in workshop and to concentrate on operational responsibilities.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Customer Service is a crucial term, as long as the executive understands the difference between support and service. Customers always expect an extra-mile in service even though they are irate, not with support. Irate customers as part of service do not expect what has gone wrong, all they expect is to provide them alternative to arrest the situation. Of course, the ingredients include being courteous and no interruption will be a extensive combination to achieve it.
What according to you makes you a good candidate for this position? | I am confident that the competencies that I had experienced to learn has been the greatest scope to achieve success, if given an opportunity in the mentioned role.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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