Subject: Trainer Candidate - silvi silvi
From: silvi silvi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 12 Feb 2021 06:57:43 -0500

Tech Support
Test

Name

silvi
silvi

E-mail

[email-masked]

Phone Number

(91) 9818632842

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)

Noida Extension

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

British Airways

Service Advisor

7-5-2020

34000

Previous Employer 1

Accenture

Senior Process
Associate

30-5-2018

33000

Previous Employer 2

Amplinno India

Process
Associate

21-09-2017

10imme000

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

immediately

Please briefly describe your work experience specifically in
training?

I have asssited the V&A trainer in Amplinno
to train the new batches

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.

Dealing with performance problems has been my
primary reason for sleepless nights. While these issues are never easy, but I
try to sail through such situations through one-on-one meetings, implementation
of new practices, assigning an SME specially for that team member who needs
help,etc. Setting clear expectations sometimes becomes a problem, when team
members feel offended or start losing their patience or confidence. In that
scenario, I try to maintain a balance between being their leader and a friend at
the same time. I try to explain them how company is bounded by policies and at
the same time, gives multiple  chances to get back on track. I also explain the
different techniques of work flow management which would help them o sail
through easily.

Even leaves were an issue once, when two team members wanted leave at the same
time, so I had to explain them about the business requirements and give an
alternative solution o one of them. At the same time I gave preference to the
person who was taking leave due to unavoidable situations.

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

A good customer service is when
we offer that perfect resolution which the customer is looking for. A great
customer service is when we not only offer the resolution part, but at the same
time, build that healthy communication which triggers loyalty in the customer. A
great customer service is where customer is not only satisfied but we know that
he will refer our services to 10 more people in his network.

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

Someone who not only loves to communicate with new people, but
has the passion to work under pressure. Someone who has that patience to listen
to multiple irate customers in a day.This role requires a person to work in a
24*7 environment so flexibility is something that he/she must be okay with. Last
but not the least, a will to succeed in whatever task is given, is a very
important factor to consider.  A good team player is always beneficial for the
individual's growth and learning so this is also an important aspect that we
cannot ignore.

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

5