Subject: Trainer Candidate - Edmond Austin
From: Edmond Austin <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 22 May 2021 06:49:20 -0400

| | Tech Support Test

Name | Edmond Austin
E-mail | [email-masked]
Phone Number | (+91) 9711061455
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) | Sector 137, noida

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 | Tech Mahindra | Associate Manager | 8/11/2020 | 80000
Previous Employer 1 | HGS | Assistant Manager | 08/11/2019 | 65000
Previous Employer 2 | Mphasis | Unit Manager | 30/08/2015 | 48000

If Selected, how much time do you need to join? | 10
Please briefly describe your work experience specifically in training? | People management, process improvement and the through continous training maintaining edge on supporting custimer issues.
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.

The most difficut situation was the step up target for NPS we took and the team coach were not confident on the target.
Took group and one on one session for them and explained the how part to achieve the target and lead the team for the actionable input shared with them.
Once 2-3 team coach started to achieve target on daily and weekly basis It created domino effect and others also got the confidence and we were able to over achieve the NPS  from there on.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Setting the right expectation with the customer and to know your customer well.This will help in anticipation of the customer requirement and according to that you can mold your conversation for better outcome.
What according to you makes you a good candidate for this position? | As i have the required skills for the position which i gained on production floor rather in class room. I have understanding of how and what are the better ways to train people more effectively.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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