Subject: Trainer Candidate - Rahul Kapoor
From: Rahul Kapoor <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 20 Jul 2020 06:41:23 -0400

Tech Support
Test

Name

Rahul
Kapoor

E-mail

[email-masked]

Phone Number

(+91) 9811252342

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)

Krishna Nagar,
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

Tech Mahindra

Sr. Process Trainer

Currently working here

53000

Previous Employer 1

Concentrix

Lead
Trainer

December 2017

42000

Previous Employer 2

Genpact

Trainer

January 2016

20000

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

2 months

Please briefly
describe your work experience specifically in training?

I have an
experience of over 6 years in process / product and soft skills training. Below
are the tasks that I have handled in this tenure:

✓ Content development and modification

✓ New hire training on process / product and soft skills

✓ Handled teams in their nesting phase and took care of their overall
performance for that duration

✓ Conducted TNI / TNA and based on that prepared the content and conducted
refreshers

✓ Audited calls / chats and shared feedback with the associates

✓ Prepared and published reports to internal and external
stakeholders

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.

This situation is one where I had to apply a lot
of creativity, use different modes of motivation and it also asked for a lot of
patience.

There was a trainee in my batch who was completely introvert, negative in
thoughts and didn't use to speak at all. Although this trainee was intelligent
however, speaking was one of the major requirement as it was a voice
process.

The duration of the process training was 28 days and my responsibility was to
prepare all my trainees for the process.

It took me around 10 days of work over and above the process training where I
was able to motivate this trainee, change the thought process and make that
trainee all set for the process and other situations of life.

The credit obviously goes to that trainee's cooperation and hard work too as
this was not at all possible without that.

But I have always taken this as one of my most difficult situation that I faced
and as an accomplishment of my training career.

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

Good customer service is basically where we are
able to serve our customers and provide them the resolution they are looking for
keeping in mind all ethics and values of customer service. Plus taking care of
the fact that we deal with them with the same politeness and patience that we
think we deserve as a customer.

Great customer service includes all what is there in good customer service in
addition to the point that we are able to delight our customers during the
conversation either with our behaviour or by sharing any information that can
help them in future too and they are not required to contact us for the same or
by providing any value adds which can benefit them.

What according to
you makes you a good candidate for this position?

One
who

✓ has good understanding of the role and it's requirements

✓ is creative in terms of creating the content, delivering the same and in
getting solutions of the problem at hands

✓ is patient, good listener and knows how to break complex situations into
simple and understandable ones

On a scale of 1 - 5 please rate your
fluency in spoken English

4