Subject: Trainer Candidate - John Xavier
From: John Xavier <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 17 May 2021 04:53:12 -0400

| | Tech Support Test

Name | John Xavier
E-mail | [email-masked]
Phone Number | (+91) 9599808414
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) | Delhi ncr

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 | Etisalat | Project manager | 27th feb 2020 | 120000
Previous Employer 1 | Quatrro | Manager | March 2018 | Na
Previous Employer 2 | 3 global/ tech mahindra | Team leader | March 2014 | Na

If Selected, how much time do you need to join? | Can join immediately
Please briefly describe your work experience specifically in training? | Training high number of batches, on job training, driving end to end performance
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.

1. In a client driven environment sometimes it’s difficult to get hands on experience for the team on the required applications.

2. Slow learners, attrition pre and post training.

3. Completing trainings before time in case of requirement.

4. Constant changes in process SOPs specially in a telecom and travel domain. Hence it’s important to keep updating the team though it can get difficult at times as the resources are new.

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

Good customer service can be delivering as expected. For example, knowing the process in and out and being confident and provide resolution to customers and a good talent of handling difficult situations as well as saying a service no however, a great customer service can be all the qualities mentioned above along woth that taking end to end ownership of the customer and if needed going the extra mile as well to get the issues and concerns resolved.

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

With good project handling experience, exposure to both client management and also having worked as a client to understand both sides well.

Also, have been into a similar role managing a large team and have been successful in delivering numbers.

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

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