Subject: Trainer Candidate - Deepak Malik
From: Deepak Malik <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Nov 2021 02:54:00 -0500

| | Tech Support Test

Name | Deepak Malik
E-mail | [email-masked]
Phone Number | (011) 8750372608
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) | Dwarka, 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 | Makemytrip | Assitant Manager | 18th Mar 2021 | 55k
Previous Employer 1 | IGT | Language Coach | Aug 2015 |
Previous Employer 2 | IBM DAKSH | Sr Executive | |

If Selected, how much time do you need to join? | Can join immediately
Please briefly describe your work experience specifically in Quality? | Was hadling the Goibibo_Makemytrip Customer Delight Quality team for the last 3 years, 2 years in the capacity of assistant manager
Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | Yes
Please tell us below in 300 - 500 words about the most difficult situation in your experience as someone who is responsible to manage and bring improvements in quality of your team | C_sat took a real bad hit during the lovkdown owing to cancellations and pending refunds. The Quality team was tasked with the responsibility of getting the C-Sat back to where it was pre-covid era. By rigorous audits and feedback session with the team that continued for the entire quarter Oct-Dec last year, we were able to pin down the pain areas, highlighted them in the respective weekly reports and get the changes done at the product and process level that were the root cause of refund delay. By the end of the quarter the c-sat was where it was supposed to be.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Difference is that great customer service also entails  making the customer feel welcome and heard, in addition to get the job at the hand done
What according to you makes you a good candidate for this position? | With an experience of close to a decade in customer service with expertise at different parallel and vertical domains like coaching agents on language and handling quality operations at market leader like makemytrip, allows me to look fowrad to this opportunity
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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