Subject: Trainer Candidate - Yash Khare
From: Yash Khare <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 10 Feb 2021 10:19:30 -0500

| | Tech Support Test

Name | Yash Khare
E-mail | [email-masked]
Phone Number | (91) 7743875560
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) | Pune Maharashtra

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 | Wipro limited | Senior Officer | 10/03/2021 | 30000
Previous Employer 1 | Amazon development center | Customer service associate | 31/07/2019 | 20000
Previous Employer 2 | Na | Na | Na | Na

If Selected, how much time do you need to join? | 15 to 30 days

Please briefly describe your work experience specifically in training?

• Wipro Limited. - Subject Matter expert.
Feb 2020 – Till date.
1. Managing a team of 30 associates to maintain the SLA targets to achieve desired KPI’s and ensure day to day
operation with the team to meet the required productivity.
2. Managing client interaction for process improvement and process management.
3. Managing quality of the process by using quality assurance tools.
4. Escalation management.
5. Using MIS tools to maintain the daily performance report and to analyze productivity trends and shift adherence.
6. Working as a techno leader to handle all the technical issues.
• Amazon Development Center. – Interim Team lead.
July 2017 – July 2019.
1. Worked as an interim team lead/ Resolution specialist with the operation manager to analyze the team
performance and provide feedbacks to achieve productivity and quality targets.
2. Worked as trainer to train a team of new employees to provide process knowledge.
3. Worked with operation team on process management program.

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.

When working in Amazon, I had a chance of training an employee whose communication skills in English language was substandard because of which he was not able to achieve desired results. To help him in this we conducted multiple communication classes were i was constantly monitoring his performance. Also i build a special standard operating procedure (SOP) which consists of process knowledge in hindi as well as in marathi. It helped him to achieve his desired performance and tragets.

In wipro during the pandemic i was working as a spoc to provide system (computer) configuration and delivery for whole NBN account.Also managed the data for material movement from wipro campus to employees residential area.

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

According to me a good customer service is a service were an associate only helps the customer to resolve his /her issue while a great customer service is a service were the associate not only helps the customer to resolve his/her issues but also take the ownership to empathize the customer and make him/her feel satisfied with the service.
A great customer service also helps the organization to increase the loyalty of customers towards their services.

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

My decision making skills and abilities to inspire and influence others makes me a good candidate for this position.
Also i have an innovative and dynamic attitude to achieve desired organizational goals.
My communication skills helps me to encourage the team to develop the required skillset for organizational  targets.
Furthermore i have a supportive attitude which helps me to provide professional feedback and training sessions.

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

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