Subject: Trainer Candidate - Rishi R.M. Jugran Heera Mani Jugran
From: Rishi R.M. Jugran Heera Mani Jugran <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 2 Feb 2021 09:31:54 -0500

Tech Support
Test

Name

Rishi R.M.
Jugran Heera Mani Jugran

E-mail

[email-masked]

Phone Number

(91) 9792938160

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 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

Reliance

State Trainer

31/07/19

58000

Previous Employer 1

Quess Corp

Senior Deputy
Manager

31/03/19

45000

Previous Employer 2

Cipla India Ltd.

Training
Manager

14/06/16

38000

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

Within a week

Please briefly describe your work experience specifically in
training?

During my learning and development journey, I
have showcased excellence in delivering sales training, motivational training,
inductions and managing the end-to-end L&D life cycle encompassing learning
landscape, talent index, budgeting, TNA, content development, execution of
interventions, learning management system while ensuring visible ROI to
stakeholders

Pivotal in formulating comprehensive strategies to manage program delivery for
talents and organizational adoption, talent development, and leadership
effectiveness to continuously improve/mitigate risk around training
initiatives

I am an achievement oriented professional with excellent people management
skills and an ability to manage change with ease

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.

During my L&D career, there were plenty of
challenges came in my way and I overcome those challenges with the experiences I
gained through my training skills. There was a learning intervention required by
the retail company of apparels for it's outlet team. The brand was established
and popular but the performance of the sales team was not on the mark. The
training had to be designed for better sales performance and customer
interaction. The challenge was to figure out the learning gaps of the sales
team. The team was not aware with the quality measures and learning need was not
possible to figure out through generic ways of line managers inputs, 360 degree
analysis, pre training assessment or one to one interaction. My objective was to
find out the real challenges in real selling scenario. Hence I decided to follow
the process of mystery shopping method . It's a technique used to measure the
quality of customer service and collect information about products and service
delivery. There was a 2 days drill I had planned with my team of 3 colleagues in
which we went to the outlet as a customer for shopping (without disclosing the
real objective). A proper briefing had been given to my team by me about the
pointers need to be analyzed. The result of this was exciting where the
management also got to know the hidden aspects of learning which needed to work
upon. The same issues later on figured out in their 2 more outlets. Hence, with
the alignment of the sales team, a complete modules of 60 hours had been
designed by me. It rolled out in the classroom training followed by coaching on
certain aspects. This resulted the growth in sales performance of 12% in the
consecutive months and high performance in the festive season compared to the
last year which was about 23% higher then last year.

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

1. It is a difference between "NICE experience" and
the " WOW experience". The former experience is when the customer finds the
services better then others and he liked it this time. The latter is when
customer gets a complete new experience which he never got in the past. The
great CC focuses on customer delight more then the generic query handling.

2. In good customer service, you are barely keeping your customer satisfied
while in great customer service, you are not only keeping them satisfied but you
are also keeping them loyal.

3. Good CC is what customer gets is what he has expected when things are
optimal. Great CC is when customer gets is what he did not expected. Beyond this
was surprising in a good way and thoughtful to the max and focused to making the
customer experience unexpected.

4. Good CC may be carried out of biasedness but great CC does not discriminate
between customer through their screening, appearance and buying
capacity

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

My zest for learning and development operations
and the valuable experience I have of various industry and in different
hierarchy. I am a result oriented professional whose training interventions are
always aligned with effective learning impact which ultimately results in the
business.

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

5