Subject: Trainer Candidate - Vidyut Roy
From: Vidyut Roy <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 22 Jul 2021 11:18:13 -0400

| | Tech Support Test

Name | Vidyut Roy
E-mail | [email-masked]
Phone Number | (91) 9871464552
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) | C R Park South Delhi

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 | | | |
Previous Employer 1 | Amazon | Manager translation | 10.03.2020 | 123000
Previous Employer 2 | Concentrix | Deputy Manager | 07.08.2017 | 70,833

If Selected, how much time do you need to join? | 7 days

Please briefly describe your work experience specifically in training?

As part of my job responsibilities I helped develop a schedule to assess training needs
Conducted evaluations to identify areas of improvement and knowledge gaps based on performance and feedbacks of analysts and managers
Tracked and compiled collected data
Conceptualized training materials based on data and post analyst interviews and feedback.
Designed effective training strategies, initiatives, and materials and conducted training through new materials
Maintained a database of all training materials
Reviewed employee performance and learnings
Liaised with managers to determine training needs and schedule training sessions
Conducted seminars, workshops, individual training sessions etc.
Monitored employee performance through top, middle and bottom quantile and response to training and accordingly created path to green action plans and shadowing sessions.
Supported and mentored new employees
Liased with Operations team

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. | As a Deputy Manager in Concentrix , I had to ensure that SLAs were met. When I joined the team with a head count of 200 customer support executives, they were missing their quality parameters and were trending at 70-80% while the target was set at 90% and above in that specific quality metric known as PRR ( positive response rate). They had been trending within those quality parameters for past 11 months. When I joined in October 2017 , I was given then target of 90% PRR to be met within 1 month itself as the Amazon client was on site. I conducted RCAs do identify the bottom, middle and top quantile and put in place action plans in order to ensure PRR were met. In November itself I had internal job postings opened, identified top performers and realigned mentors and TLs, AMs and new quality coaches. Together with these new strategies and implementations I also had to change the mindset of the team and did so by leading with example and taking full ownership as well as laying emphasis on customer obsession by building team trust and setting the highest standards. It was a very challenging situation where I had to bring together a whole team of 200 headcount and make them all work as a team and in syn which was never present before. By January we were able to meet our PRR target of above 90% and post that we never missed that target and through my action plans and strategies we were able to even win the international COA award ( customer obsession award) which is the highest customer award in Amazon customer service given to the site that exceeds all expectations.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service deals in providing support to the customer and answering all the questions or queries he might have. However a great customer service is being able to anticipate any future issues he might encounter and answering or providing the deals in the first go itself to avoid repeat contacts and put emphasis on customer obsession
What according to you makes you a good candidate for this position? | I come with 14+ years of experience including 9 years of customer service with companies such as Sony Online Entertainment and Amazon where customer obsession is of paramount importance. I also have 8 years of team management experience not only in English language but multilingual team management and stakeholder and client management. My work experience is not limited to operations only but am well versed in training and quality as well since I have worked as a Quality Analyst and a trainer too. My vast range of work experience makes me an apt candidate for this role and I believe I would be a value add and asset to the company
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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