Subject: Trainer Candidate - Devesh Kumar Sharma
From: Devesh Kumar Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 5 Nov 2021 03:49:27 -0400

| | Tech Support Test

Name | Devesh Kumar Sharma
E-mail | [email-masked]
Phone Number | (0) 9999948437
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) | Greater Noida

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 | Biz2credit info services Pvt Ltd | Senior collection | 4 nov 2020 | 38000
Previous Employer 2 | Balaji communication | Assessor training | December 2012 | 35000

If Selected, how much time do you need to join? | 2 weeks
Please briefly describe your work experience specifically in training? | Call barging of associates. Giving feedback. Rolling out new process as described by clients. One to one feedback of agents on biweekly basis. Resolving call specific scenarios as bought up by agents. Taking refreshers. Training and examine new hire batches on process knowledge specifically.
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.

freshers - letting agents know exactly what customer is asking specifically. As a fresher they throw everything they have learn in training to collect from customer. Making them understand to answer specific to customer question along with sticking to main agenda of call. Proper use of empathy on calls.
Experienced - Reskiling them as per client requirements. They tend to use there experience knowledge in current scenario but there are process related scripts and laws that change organization to organisation.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | In good customer service an agent try to satisfy a customer and perform there basic task of call. On the other hand in great customer service along with making customer satisfy they work on customer loyalty. Making a personal and professional connection with them.
What according to you makes you a good candidate for this position? | Good experience in both bpo and domestic sector of training. Being a agent my self understanding process requirment and challenges faced in training from there prospective. Ability to learn new rollouts and getting them implemented.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

| |