Subject: Trainer Candidate - Rohit Arora
From: Rohit Arora <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 12 Feb 2021 09:21:37 -0500

Tech Support
Test

Name

Rohit
Arora

E-mail

[email-masked]

Phone Number

(+91) 9069929211

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)

Greater 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

HCL technologies

Team Manager

NA

65000

Previous Employer 1

TCS PVT LTD

Team
Lead

Previous Employer 2

Vision IT consultant PVT
LTD

Technical Manager

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

90 days

Please briefly
describe your work experience specifically in training?

Currently
managing a Team of approx. 100 agents including how they need to achieve
SLA's.

How to improve their Soft Skills, few trainings on customer service behavior ,
BCM training .

In short its a complete People , process and project management and
training.

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.

Being a part of customer service for such long
there are few different scenarios but the thing matter is how you overcome
those.

few examples like how to calm down irate customers   , how to motivate your
teams specially when things are not going in our favor.

Let me share a recent scenario when we all started working from home and we were
not able to achieve our SLA's for 2 months and it was due to some technical
fault and also we had gone through with Team shrinkage results in more team
pressure.

So being a mentor, i was the one who motivated them by investing some amount
from our account and start sending some free bees on daily basis to the highest
achiever for that day and you wont believe results were awesome.

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

Good is like you are treating a
customer like normal one but for being great or best you need to put yourself in
customer's shoes

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

Everyone is hard working and
few of them are smart workers as well but I do have just one liner answer for
same.

Always identify the company's needs first then accordingly trained your team to
meet SLA's n desired goals.

This is the quality which separate me from rest

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

4