Subject: Trainer Candidate - Smita Kohli
From: Smita Kohli <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 27 May 2021 07:07:01 -0400

| | Tech Support Test

Name | Smita Kohli
E-mail | [email-masked]
Phone Number | (91) 8800716633
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) | Indirapuram 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 | FCS Software Solutions | Client Co Ordination Manager | 10 June 2021 | 75800
Previous Employer 1 | Tech Mahindra limited | Operations Manager | 12 November 2020 | 65000
Previous Employer 2 | CSC | Assistant Manager | December 2017 | 51000

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

Please briefly describe your work experience specifically in training?

Responsible for coordination of training activities as well as gathering/circulating MIS reports to management
•Mapping out training plans and schedules, designing and developing training programs (outsourced or in-house) for corporate
•Choosing appropriate training methods per case (virtual, simulated, mentoring, on the job training, professional development classes, etc)
•Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed
•Use known education principles and stay up-to-date on new training methods and techniques
•Assess instructional effectiveness and determine the impact of training on employee skills and KPIs
•Partner with internal stakeholders and liaise with experts regarding instructional design
•Identify training needs based on research and Plan and implement training programs
•Oversee trainees attendance and performance
•Communicate all the training programs on a timely basis
Handling a team of more than 200 resources aligned in varied Projects related to SEC operation along with an internal support team of HR
•Client Handling and resource management.
•Managing the relationship with respective clients throughout the project duration and acting as the main point of contact between Employees and Client.
•Meeting Recruitment SLA's through driving end to end Hiring to ensure successful on boarding.
•Ensure that business process outcomes are in harmony with an organization’s strategic goals.
•Managing the financial aspects of the contract (billing for services, following-up on payments etc.) as and when required.
•Acting as the escalation point when issues arise with resources / services and managing any dispute or conflict by working closely with the Client and Organization.
•Proactively carrying out Employee engagement activities to ensure employee satisfaction, retention & employee benefits.
•Managing Exit interviews and engaging in complete attrition analysis to suggest and implement strategies to curb attrition.
•Ensure regular and effective employees connect (skip, one to one, town hall).
•Work collaboratively with process owners of the organization to help improve the management of a business process.
•Co-ordination for performance feedback and Appraisals of employees.
•Leave and Attendance management
Client Handling and resource management

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 annual sale, the organization hires employees in bulk and once employees have completed the onboarded formalities, we need to ensure that training of the new joiners are completed on time.

Three of my trainers couldn't conduct the training due to some urgent family emergencies. Have conducted training of two batches on daily basis and have worked for 18-19 hours tp ensure that there is no miss in terms of SL.

I use to visit office at 06:00 AM sharp and leave by 02:00 PM regularly for one month

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | the main difference between providing “good” customer service and delivering “great” customer service is that, in the former, you are probably only barely keeping your customers satisfied; while in the latter, you are not only keeping them satisfied – you are also keeping them loyal
What according to you makes you a good candidate for this position? | A Lean & Six Sigma Black Belt certified results driven professional with 12+ years of experience in dealing Customer Service, Business Operations, Transition, Quality & Training with proven track record of migrating process/projects/accounts off shoring from US, UK, Australia & Philippines, leading end to end large scale projects, multisite team management and providing delight to the customers by enabling profitability and business growth
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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