Subject: Re: Trainer Candidate - Sailesh Freitas
From: HR Livesalesman <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Date: Sat, 30 Jan 2021 02:36:21 -0700 (MST)

He looks very average to me, Having only 1.5 year experience in training. 
And he is in Pune, If you want to check him I can arrange a telephonic round 

Regards, 
Harpreet Jaswal 
Cherry E Commerce Services Pvt. Ltd . 
Noida, India 
+911204332621 Ex.12 
+917042335393 

----- On 28 Jan, 2021, at 19:01, Deeksha Dadu <[email-masked]> wrote: 

First round 

From: Sailesh Freitas < [ mailto:[email-masked] | [email-masked] ] > 
Reply-To: " [ mailto:[email-masked] | [email-masked] ] " < [ mailto:[email-masked] | [email-masked] ] > 
Date: Thursday, 28 January 2021 at 3:10 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >, " [ mailto:[email-masked] | [email-masked] ] " < [ mailto:[email-masked] | [email-masked] ] >, Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] >, Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Trainer Candidate - Sailesh Freitas 

	

	
	
			Tech Support Test 
		
	Name 	Sailesh Freitas 
	E-mail 	[ mailto:[email-masked] | [email-masked] ] 
	Phone Number 	(91) 9665882800 
	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 using other transport like Rickshaw 
	Where do you currently live (area) 	Sector 122 ,Noida 
	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 	WNS Pvt Ltd 	Lead Associate : Training 	TBD 	32500 
Previous Employer 1 	Tata consultancy services 	senior associate 	31/03/20014 	25000 
Previous Employer 2 	Hutchison Global 	senior customer associate 	31/12/2012 	20000 
	If Selected, how much time do you need to join? 	30 days 
	Please briefly describe your work experience specifically in training? 	o Development of as business process changes in consultation with stakeholders, 
o Research and development of new content, Continuous improvement as per Client deliverables 
o Consultation, partnering and managing various training needs and updating stakeholders on domain programs 
o Managing Daily training adherence of the process trainings 
o Identifying and aligning new modules to improve interpersonal skills of engagement 
	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. 	While working in the Insurance vertical, we had a particular candidate who was cross skilled on two skill sets but was not completing tasks assigned and got lower quality scores (80% required was 95%) for two months. I had one on one conversation which made me realize he felt over burden due to multi system switching and mediocre rating as getting bell curved with one particular team. After analyzing with both his SME's i advised to schedule tasks in the first half and second half which they agreed to do after looking at the bigger picture. After communicated the same to the employee he was delighted as it gave time to work on one team work in the first half of the day and gave them enough time to take on the second half of the day's work. Overall Efficiency improved to 95% from 70% and quality score improved to 98% from 80% over a period of two weeks. The over all rating also improved as they working providing more work cumulative efficiency based on multi skill sets. 
	What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) 	Good customer service can be categorized when the representative ensures that the issue is resolved to the satisfaction of the customer. In order to make a great experience, representative goes the extra mile by way of prompt communication, escalating the issue in order to reduce the resolution time frame and identifying the future needs and providing a solution. If possible also providing customer certain waiver's as deemed fit depending on the inconvenience caused to customer. 
	What according to you makes you a good candidate for this position? 	A person who can identify the current skill set level of the candidates and ensure they are transitioning towards the business goals in the shortest possible time frame. Aligning proper feedback sessions to reduce skill gaps and providing customized action plans. 
	On a scale of 1 - 5 please rate your fluency in spoken English 	5