Subject: Trainer Candidate - Pawan Raj
From: Pawan Raj <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 27 May 2021 10:03:46 -0400

| | Tech Support Test

Name | Pawan Raj
E-mail | [email-masked]
Phone Number | (0091) 9871110010
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) | GURGAON

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 | Paytm Insurance | Junior Manager | 30th Apr'21 | 61200
Previous Employer 1 | Policybazaar.com | Team Coach | 30th October'20 | 51400
Previous Employer 2 | Mercer India Pvt Ltd | Assistant Manager | 1st May'14 | 37000

If Selected, how much time do you need to join? | Can join in immediately
Please briefly describe your work experience specifically in training? | Was included in Training one or the other way throughout my career, starting from Hewitt was a process trainer for one of the modules in the process for new hires. In Mercer transitioned almost 12 sub processes and train other agents on these sub processes and was trainer for the core process. In Policybazaar.com was in to coaching of the new hires and existing agents basis the skillset and feedback received/observed. In Paytm was directly 8n touch with the clients to have it live on the floor so got the training from client side and trained other tl/sme and agents on it.
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. | For point 1, which is generic for every team leader, I remember once instance which I faced while working with Mercer, Situation was that we have an annual enrollment period in which the maximum cases we used to receive was for data changes. However the volume which we receive in 2nd week of April was something unexpected to overcome this challenge we were prepared in advance and we have people cross-trained on various queues and data change was one of it, because we had sla signed and as per which any data change case we need to process them within 24 hours and needs to be passed on to Peer review queue. In order to get the cases processed quickly we arranged the refresher session with all the cross trained agents and shared any update received within the period for smooth processing and minimum supervision and as we were allocating the cases to individuals manually, thus more cases assigned to those agent who had low AHT and were high on the quality. Also, would like to highlight that the SOP we had was so exhaustive that a layman can process the cases by following it post having the knowledge of the basic admin tools we used like WICM (Work inflow case manager).
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Difference is first call resolution
What according to you makes you a good candidate for this position? | My experience of different verticles and ability to quickly adapt the changing enviornment and conditions and maximise the profitability of the company by improving on the existing set of processes.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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