Subject: Trainer Candidate - Vinayak Krishna
From: Vinayak Krishna <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 18 May 2021 09:55:53 -0400

| | Tech Support Test

Name | Vinayak Krishna
E-mail | [email-masked]
Phone Number | (91) 8178265734
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) | Sahibabad, Ghaziabad

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 | Mattsenkumar | Manager | 9th April'20121 | 75000
Previous Employer 1 | Iyogi Pvt ltd | Performance Specialist | 31st May,2016 | 48000
Previous Employer 2 | Dell International Services Pvt Ltd | SME | 5th May, 2011 | 34000

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

Please briefly describe your work experience specifically in training?

Trained international client agents and QA for telecom, Collections, ITes, Sales and Customer Service

Project training and their completion for improvement of client KPIs and improvement of frontlines and QA

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.

During the change in working environment from WFO to WFH the productivity and the agent availability was the primary concern and completely new to us.
The agents were not adhering to schedule and resulting in dip in productivity
I initiated a process of 1 hour reporting where every interaction time (start and end) was checked and shared with the group

This vigilant effort created an awareness amongst the group and raised the productivity to the required threshold

Same practice was then used for QA audits which helped to inculcate basic hygine in team across LOBs and improved the productivity

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

Resolution providing the customer query - Good service

Identifying the root cause to avoid the issue to reoccour (tech support), self help in future so that customer time can be saved - Great customer service

Showing empathy and acknowledgement - Good service

Performing customer profiling and identifying customer need and demographics, creating sense of personalized support - Great service

In sales or collections selling product or collecting revenue as per customer need - Good service

Educating the customer about the products and their benefits that helps customer life (sales, upselling) or helping customer to allocate funds in collections (Suggestions of additional monet sources)  - Great service

What according to you makes you a good candidate for this position? | People Management and an experience of 14 years in customer service for various industries and clientele enabled me to be an effective resource panning across different fields
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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