Subject: Trainer Candidate - Abhishek Mohan
From: Abhishek Mohan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 28 Jan 2021 13:54:37 -0500

Tech Support
Test

Name

Abhishek
Mohan

E-mail

[email-masked]

Phone Number

(91) 9971113278

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)

Shalimar Garden
Sahibabad

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

In Technology

Team Lead

50000

Previous
Employer 1

iYogi Incororation

Lead

June 16

38000

Previous
Employer 2

Wipro BPO

Executive

June 09

27000

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

1 Week

Please briefly
describe your work experience specifically in training?

Part of a
training team for new hire, induction training, policy & process training,
Process documentation. Also provided refresher training to BQ management, TNI
and TNA. Proving, sharing & closure of feedback and coaching.Train the
trainer and Audit the Auditor, also conducting calibration session. Preparing
monthly Learning Management System for agent population. Preparing dash boards
and publishing reports, sharing with management.

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.

I still remember last May 2018, at that specific
period of time I was the only trainer for the pilot process and in a very short
span of time, even the entire management was not ready for the big ramp up of
the process but due the client pressure we have a huge call traffic volume in
the very initial stage, my daily routine was spending more than 18 hours in the
office, while I was taking the training for the new batch in the first half, and
lately I was giving the floor support to the batch which was on OJT (On the job
training). Those few months was real tough for me as first I was coaching them
and later providing the floor support, since it was a pilot process and I was
the first person who was provided the the training by the client. Meeting target
and achieve the performance from the very first day was the expectation from the
client and this was also the repo from our organization. So this as the most
challenging period, I have ever faced.

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

Good customer service is simply providing customer
query resolution, within our support boundaries, however great customer service
is a cause whose result is customer satisfaction. The basic difference between
these two, is only meeting their low expectations or significantly increase
them. Great customer service is going above and beyond the expectations of the
customer. There are several factors that make great customer service, which will
in turn to lead customer satisfaction. The most common factors are warm
acknowledgement of customer, build trust and rapport, identify needs,
satisfactory resolve issue and concerns, within the due time
period.

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

I have good exposure of training, from new hires
to bottom quartile team, refresher training and process updates to existing
floor population, training assessments and OJT(On Job Training), associated with
Top Notch BPO/KPO from last 12 years, also open to learn new things and can work
with in a team or as IC, green belt six sigma certified in quality.

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

5