Subject: Trainer Candidate - Shubham Agarwal
From: Shubham Agarwal <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 15 May 2021 03:47:16 -0400

| | Tech Support Test

Name | Shubham Agarwal
E-mail | [email-masked]
Phone Number | (91) 9643059055
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 Sector 56

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 | Info Edge India Ltd. | Assistant Manager | | 41000
Previous Employer 1 | IBM India | Executive | 24th December 2016 |
Previous Employer 2 | Provana India | Executive | 1st December 2015 |

If Selected, how much time do you need to join? | 30 days
Please briefly describe your work experience specifically in training? | Regularly conducting process training for the team. Organizing refresher trainings when required.
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.

Situation since April 2020 has been a challenging time for most of the organization and people leader. Thr most difficult situation faced by me in last one year has been keeping thr members motivated and aligned to the organizational goals. With uncertainties around with respect to appraisals being cancelled, promotions being cancelled it was important to keep the members motivated. I have demonstrated the level of dependability to keep them intact within the process which ultimately resulted in 3 members being promoted in the current FY for the next role.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A customer is the backbone of any company. If our external customer is happy that would lead to our internal customers to be amazing. The major difference i would term is the ownership displayed to engage with the customer. A good customer service would be just answering to a customer's query, however a great customer service would be gathering the understanding and requirements in such a way that the customer doesn't have to convey anything and ultimately going extra mile to meet up the requirements. Thats what it is to create customer delight.
What according to you makes you a good candidate for this position? | Being in a leadership position for last 2 and half years, it has been a challenging and a continuous learning process. The leadership traits acquired by me has always focused on creating a delight for customers both internal (the team) and external (the clients). We have outperformed in the KPIs month on month with this approach, but the major satisfaction would be keeping the team motivated & inclined towards achieving the goals. The zeal to make my team outperform everytime has been thr most rewarding thing for me, ultimately that is whats required from a People Manager.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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