Subject: Trainer Candidate - Rohit Jha
From: Rohit Jha <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 29 Nov 2021 07:26:50 -0500

| | Tech Support Test

Name | Rohit Jha
E-mail | [email-masked]
Phone Number | (9111) 9811887377
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) | Gurgaon

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 Global Business Solution Pvt Ltd | Senior Manager | | 118000
Previous Employer 1 | Daksh eCare services Pvt Ltd | Team Member | 27th Jan 2004 | 13000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 15 days

Please briefly describe your work experience specifically in training?

• Ensuring SLA compliance, Productivity, CSAT, Quality, resolution time, error free cases, deflection% etc. of the process.
• Revenue piece in the Pay Monthly segment that require upselling on webchat.
• Analyzing online customer behavior to provide relevant insights for process improvement.
• Interact with client to give timely updates and lead weekly, monthly and quarterly business reviews to share performance updates, root cause analysis, AIs and target projections.
• Sharing process improvement and framework to complete the suggested projects.
• Coordinate with RTA (Real Time Adherence) team to review staffing, volume and SLAs.
• Managing site function to ensure Business contingency plan is in place.
• Merit ratings and Annual, mid-year performance appraisal for the team.
• Track login hours and maintain the required contracted FTE plus buffer % to make sure billing deliverables.
• Ensure backfill for attritions or coordinate with the resourcing (HR) team for ramps.
• Ensure monthly employee engagement activities and designing/budgeting the incentive plans every month.
• Manage process improvements in various projects and compliance audits in the process.
• Lead the Google My Business process from client site (Google – Gurgaon).
• The process included taking care of B2B customers coming through all customer service channels- Inbound, outbound, Chat and Email.
• Manage approx. 10+ KPIs that include all channels like, Inbound, Outbound, Chat and Email for Google.
• Ensure CSAT, SLA compliance, Productivity, Channel weights, Resolution time, FTR%, Backlog, Quality, Abandon%.
• Sales pitch for Google Adwords Express.
• Deliver Treatment and conversion rate for Adwords xpress product.

Client interaction:

• Daily calls with client to review performance and share any impact analysis.
• A weekly review and monthly business review (MBR) with client to talk about process KPIs and share insights and trend of performance.
• Coordinating for client visits.
• Prepare client's meeting agenda.
• Sharing presentations and business ideas.
• Accompany them for lunch, dinner or for sightseeing to places like Delhi, Agra, Jaipur etc needed for rapport building.

People Management:

• Coordinating weekly employee engagement activities (Friday Fun) through employee care program team.
• Won one of the most coveted awards in FIS, FAIM Awards For People Excellence.
• Part of weekly activities like 'Coffee with managers' to encourage and appreciate good work done by an individual or teams.
• Rolling out incentive plans linked to key KPIs for employees.
• Monthly meeting with employees basis the APT report (Attrition prediction tool).
• Sharing 'Monthly scorecard' and do career mapping with team managers in one o one meetings.

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. | One of the challneging situations I had was when i was given an opportunity to handle a different geography with all the staff working from Phillipines while I was managing the team and performance from India location. The challenge was to improve quality performance and evaluation numbers which had never met the target. Builiding a rapport with people of a different geography and motivating them to work as a team and with determination was the ask. Eventually, I was able to achieve using more constructive and governance based management style.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is when you're just interacting with a customer and giving them a resolution as per the process in a timely manner. However, a great customer service is a service when you not only impress the customer using a very caring, resoution oriented, personalised, out of the box service but also amke him feel valued.
What according to you makes you a good candidate for this position? | Person with rich experience in customer service, strong analytical expertise, leadership abilities, people oriented, result driven and a 'can do' attitude would be good candidate for this position.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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