Subject: Trainer Candidate - Inayat Ali
From: Inayat Ali <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 12 Aug 2020 09:54:36 -0400

Tech Support
Test

Name

Inayat
Ali

E-mail

[email-masked]

Phone Number

(91) 9953088996

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)

Dwarka Sec 11

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

Interglobe solutions Pvt ltd

Team Manager- Training

22nd April
2019

42000

Previous Employer 1

Intelenet

Senior
Associate

2nd November 2012

22000

Previous
Employer 2

Barclays Shared Services

Personal Banker

16th June
2010

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

3 to 5 days

Please briefly
describe your work experience specifically in training?

Conduct training using a variety of instructional techniques and delivery
methods, including classroom-based learning and virtual learning.

2. Assist in developing and maintaining Partner Sales and Post-sales training
content, lab exercises and accompanying materials to raise the bar on curriculum
quality.

3. Assist in the development of a formalized Train-the-Trainer program (when
required) and mentor/train internal authorized trainers as part of a train the
trainer program.

4. Create an engaging learner experience in each training class with various
training strategies.

5. Work with key vendors and internal stakeholders to ensure accurate, effective
training content and refresher.

6. Led various refresher sessions for management, including Quality and
Operations team.

7. Presenting performance of team on monthly and quarterly reviews.

8. Knowledge of GDS tool (Amadeus)

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.

There was this situation when I recently moved to
the training team from Ops. The throughput ratio from classroom training to Ops
handover was taking dip and not consistent in the last two quarters. Hence, I
proposed an introductory bridge training to be inducted from the next batch and
was hopeful, it would increase our throughput percentage. Most of the managers
were on board with the idea, however, one of the colleagues (senior one) was not
convinced with the thought and she had reservation on it.

Hence, I decided to have a one on one conversation with her. Idea was to
understand her point of view on it and mitigate any differences. Also, I had my
numbers and data to back my  project.

When we had the conversation, also realised she was not happy to play a second
fiddle on my project as she was a tenured team member and probably engage on
idea's which would give her sole credit to support her aspirations on next level
promotion.

Post conversation, we came to a conclusion that this project can be initiated
with a little tweak and she can be a partner to the project. We made an
amalgamation of Pre Sales and Support team as one team and launched the project.
Thankfully, the idea was welcomed and it was a win win situation for both of us
and all the stakeholders.

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

Good customer service is meeting customer's
need/demands/expectations.

Great customer service is exceeding customers expectations. This can be provided
by identifying customers latent need, good and clear communication, making them
feel valued, treating every customer individually and letting them know we
care.

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

I bring with myself a total experience of 7years
in training and people management role. I am an innovative individual who can
contribute in Training and Operations. Also, I'm proficient at managing &
leading teams for running successful process operations & training them to
ensure a customer-oriented service approach and effective target achievement.
Skilful in monitoring work processes delivery of high-quality customer
experience, increasing customer satisfaction, while adhering to the SLA’s and
work processes.

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

5