Subject: Trainer Candidate - Sumit Puri
From: Sumit Puri <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 29 Jan 2021 06:19:59 -0500

| | Tech Support Test

Name | Sumit Puri
E-mail | [email-masked]
Phone Number | (91) 9999011149
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) | New Ashok Nagar

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 | Radical Mind Technologies | Senior Trainer | Nov,2020 | 40
Previous Employer 1 | ISON BPO INDIA PVT.LTD | Trainer | May,2019 | 27
Previous Employer 2 | Smart 24x7 Response India Pvt.Ltd | Associate trainer | Nov,2017 | 20

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

Please briefly describe your work experience specifically in training?

-Managing training reports (Attendence,RCA,RAG, Compliance,PKT)
-Classroom Training, OJT and Certification
-TNA/TNI
-S.O.P Creation and update
-Caliberation with Clients
-Productivity management of trainers
-SLA compliance management
-Process Knowledge tests and management
-Implementation of new training plans and track efficiency

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 have handled many batches throughout my training experience.Generally,the average size of batch is of 20-25 headcount.
With my experience, I can tell no matter how well you prepare for your session,you should always expect the unexpected.Sometimes you strike the wrong chord which derails the sessions and participant doesn't agree with you.
When dealing with this kind of behaviour or handling such situations with participants has been a difficult part.As a trainer, it's my job to anticipate and deal with them in a different manner.
There is no one simple solution to dealing with difficult participants or difficult behavior.  It is a matter of thinking and doing the best that you can in that situation.
But when i am trying my best to deal with a participant who is being “difficult” then i try remember that the
main objectives is to minimize the difficult behavior, while maintaining the self-esteem of the individual participant.

There is always one or two almost in every batch who is
1-very attentive but too shy to share his/her thoughts
2-who really has no idea why he/ she is the classroom
3-who believes that he/she knows everything about the topic

Encourage quiet participants to be involved in discussions and share their thoughts and get them into small groups of two or three, this makes it easier for them to open up.

To handle the kind of participants who believes that they know or have authority over the topic,  first acknowledge the contribution, to make them feel special which is what they really want. After acknowledgment,we can proceed with the other point of view,just to make it a little more clear.

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

There are lots of reasons to make customer service a priority for the business.
The difference between good customer service and great customer service is understanding that improving the customer experience is a necessity.
Customer came to us for a product or service and got what he/she were looking for.Expectation met but going above and beyond of what's promised, finishing ahead of schedule is a great service.

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

Well versed with the techniques and focuses on the learner.Adaptive and patience.
Possess good communication skills and organisational skills.

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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