Subject: Trainer Candidate - Ravi Gautam
From: Ravi Gautam <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 15 Nov 2021 23:52:01 -0500

| | Tech Support Test

Name | Ravi Gautam
E-mail | [email-masked]
Phone Number | (0129) 7838991013
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) | FARIDABAD

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 | HCL | Senior specialist | Na | 56000
Previous Employer 1 | British Telecom | Service desk analyst | 21 sept 2020 | 47000
Previous Employer 2 | Dell Technology | Technical support analyst | 7 Jan 2018 | 30000

If Selected, how much time do you need to join? | 90 days
Please briefly describe your work experience specifically in Quality? | NA
Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | No
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 | While working in BT, BT acquired EE in UK. All the support got shifted to our team without any knowledge base. Supporting was extremely difficult. Creating the new knowledge base and transferring knowledge to new employees and making sure that they meet the quality standard was one of the most difficult situation
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Resolution of customer query is good service. However creating a bond with customer can really take it to the next level. Simple question like how the day is going on for customer or how is feeling today can really help in creating a strong bond. Also making sure to thanking user everything they provide any information. Usage of courteous words. Prompt response to user query. Quick resolution. Be humble etc are some more points which can lead to a great customer service experience
What according to you makes you a good candidate for this position? | My whole experience where I have spoken to users all over the globe like America, UK, Asia. Have great understanding of the nature of user and what makes them happy and what mistakes could make the situation worse. Also have good skillset to de-escalate any irate user.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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