Subject: Trainer Candidate - Ramendra Kumar
From: Ramendra Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 24 May 2021 02:47:28 -0400

| | Tech Support Test

Name | Ramendra Kumar
E-mail | [email-masked]
Phone Number | (91) 8130349123
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 using other transport like Rickshaw
Where do you currently live (area) | 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 | Fareportal | Consultant | NA | 70000
Previous Employer 1 | Fareportal | Assistant manager | 29 mar 2020 | 67900
Previous Employer 2 | Ok outsource | Analyst | 30Apr 2007 | 17000

If Selected, how much time do you need to join? | Immediately
Please briefly describe your work experience specifically in training? | Coaching, Feedback, document creation, Process improvement Quality plan as per traing standards, monthly knowledge check, Vendor on boarding process, refresher training based on process requirment, participate in CSat/NPS score improvement plan
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.

One of the process had high abandon rate and management advised training team to look into this and reduce the abandon percentage by xx%

After reviewing the data we suggest to implement two major changes in process to reduce number of abandon call.First introduction of Chat process and improvement of IVR to reduce the burden of IB agents or add more manpower to

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

A service given by live agent with inclusive details as per customer requirements is a good cs

A great customer service is to resolve the problem of customer so, he would not need any follow up e.g. FCR

What according to you makes you a good candidate for this position? | Having experience in different vertical and processes as well as exposure in Domestic and international BPO to understand customer requirements in well. As a black belt cerified as well as working knowledge of scrum will boost automation and process improvement in organisation which definitely benefit xxx% dollar  to the organisation
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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