Subject: Trainer Candidate - Akshay Pant
From: Akshay Pant <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 29 Sep 2021 03:26:16 -0400

| | Tech Support Test

Name | Akshay Pant
E-mail | [email-masked]
Phone Number | (+91) 9891386131
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) | New 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 | Fis | Trainer/team coach | Na | 36000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 45 days

Please briefly describe your work experience specifically in training?

• Managing the End-to-End Training Requirements for FIS Prepaid and amex prepaid (Payroll cards for Gurgaon and Mumbai locations)
• Training New Hires and Existing Agents for the process and different customers and situation handling.
• Manage Culture Training, Soft-Skill Communication Training, Up-skill and Cross Skill Training, Performance Improvement Training and Coaching
• Handling On The Job Training for Gurgaon on gift cards and reloadable card business for North American and Australian banks, credit unions and financial institutes.
• Managing the Standard Operations Procedures for Training, On The Job Training and Cross Skilling, Upskilling for different skill sets for FIS Prepaid
• Creating Interactive Learning Content using the adult learning techniques such as Gamification, “Learning through Listening”, “Learning through Video” and “Simulators” to meet the learning requirements of different type of learners.
• Tracking and maintaining the quality scores for the tenured teams as well as newly hired agents clearing On the Job Training.
• Focusing on bottom performers during non-training period using call listening, feedback sharing, sharing plan of action and best practice as part of Small Improvement Project to improve the quality score for the process.
• Performing Training Need Analysis basis performance scores, supervisor and agent feedback, Process and Business Requirements to chalk out Training Agenda and Calendar on a quarter-to-quarter basis.
• Handing and Manage Operations Team for Escalation Queries, Tier 2 situations, Product and Process Issue.
• Managing Administrative Tasks for Training and Operations for Gurgaon and Mumbai Site.
• Mentoring SME for Training Needs in Mumbai Location.
• Conducted the following Small Improvement Projects
o Project to reduce critical markdown for authentication – reduced errors by 3%. Currently Gurgaon site Quality Score runs at 100 % efficiency.
o Project to Improve Call Flow for new hire trainees in training, reduced training time by 2 business hours.
o Project to improve troubleshooting by agents with customer on calls for website related issues – reduced calls to escalation desk by 74% for customer website related issues.

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. | Most difficult situation faced during training was the Transition from classroom training to online training because we had to come up with and get used to a completely new form of training

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

The difference between between good and great customer service is precisely the accurate use of soft skills.

People can sound sweet and finish a call for a decent experience but adding an element of empathy, patience, attentive listening can take the customer experience to the next level

To add a wow factor on a call a major thing that can be looked at is people taking ownership of the call and ensuring that the issues the customers are facing are not just solved but also getting the reason behind them as well as the alternative to avoid it (if any)

One of the major things that add a lot of impact in call delivery is having the tone right, energetic and professional

One last thing i would add here is making sure that every customer complaint is documented clearly and correctly cause that is as honest as a feedback would ever get for us

What according to you makes you a good candidate for this position? | I am infact an excellent candidate for the job cause the number of years i have put in handling process quality and training as a trainer and team coach is huge also along with that i have worked for 3 different processes in the same organization shich should highlight that i am very easily adaptable and a quick learner when it comes to absorbing and imparting knowledge
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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