Subject: Trainer Candidate - Bainiek Bhattacharya
From: Bainiek Bhattacharya <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 17 May 2021 05:07:18 -0400

| | Tech Support Test

Name | Bainiek Bhattacharya
E-mail | [email-masked]
Phone Number | (+91) 8777713562
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) | Bangalore

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 | Infosys BPM LTd | Technical Process Specialist-L3 | | 39,758
Previous Employer 1 | Genpact India Pvt Ltd | Process Associate | 10/10/2020 | 32,150
Previous Employer 2 | Malfocnic Network Communications | Test & Support Engineer | 05/01/2018 | 25000

If Selected, how much time do you need to join? | 45 days
Please briefly describe your work experience specifically in training? | KPA Audits, Quality Audits, Weekly PKT, Shecduling Training Sessions for Process and Product Updates.
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. | Scenarios as such are part of the routine schedules in the support industry. It demands a complete attention towards the requirements of the stakeholders. While being associated with Hewlett-Packard, the client requested for a Lockdown of the updated on the tool as being scheduled for meetings which was overlapping the site updation. The engineering team was was located in Costa Rica and the office was shut due to political disturbences. So we needed to to stop the internal updating process within 2 hours or it's an impact to the client business. This was complete beyind scope of support. To avoid any impact and downtime, I raised and made the team immediately communicate with a centralized control department to transfer access to the source code to another tram from a different location. We,  the team,  went beyond shift scheduled but made sure not to impact the business as per the demand of the situation.

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

The aspects to convert a good service to a great service are Integrity, Professionalism and Knowledge. To garnish the same:
G - Greetings
R - Rapport Building
E - Energy & Empathetic Listening
A - Asking Right Questions(Probing)
T - Taking complete Ownership

What according to you makes you a good candidate for this position? | The expirience and exposure to different organizations with a successful demonstration and implementation.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

| |