Subject: Trainer Candidate - Ankit Sharma
From: Ankit Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 22 Jul 2021 13:50:25 -0400

| | Tech Support Test

Name | Ankit Sharma
E-mail | [email-masked]
Phone Number | (7303) 955148
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) | 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 | PC FINANCIAL | AGM | | 150000
Previous Employer 1 | Home Credit | Manager | | 100000
Previous Employer 2 | American express | Team leader | | 70000

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

Please briefly describe your work experience specifically in training?

Worked in the dynamic organisations.  Oversee the training function and analyse the improvement in the performance of CCT's post training sessions.

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.

Worked in the financial pioneers like American Express, Bank of America, Home Credit and PC FINANCIAL.

Having experience of over 10 years in the people management roles.

Managed large team sizes and improved the quality of human resource over time.

Developed the capsule programs for low performers to bring them at par with the team.

Firmly believe in kaizen theory of continuous improvement and works to achieve perfection in work.

When I was in Vietnam on the Best Practice sharing program, which turned out to be most challenging program as there was very strong language barriers.

As the team understanding of English language is very low.
First few days were really hard then later on found few members in each group those English language is better than others and they assigned the role of translators within the group and at the end of the day the knowledge test done for all the people.
Which helped us to understand the status progress of teams.

It was a great experience and I really enjoyed working with them.

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

The journey from good to great customer service goes from customer delight.

By giving the experience which customer never expect. Experience beyond expectations is the key.

Empathy is one of the key factor which take the customer experience to the next level.

Listening to customer and understanding the key pain areas. If we can resolve them we won a happy customer.

What according to you makes you a good candidate for this position?

My experience, understanding of Business and positive attitude will make me stand out.

On a scale of 1 - 5 please rate your fluency in spoken English | 5

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