Subject: FW: Trainer Candidate - Ramyanth Tupili
From: Deeksha Dadu <[email-masked]>
To: Livesalesman <[email-masked]>
Date: Tue, 23 Feb 2021 10:53:29 +0000

First round

From: Ramyanth Tupili <[email-masked]<mailto:[email-masked]>>
Reply-To: "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 23 February 2021 at 2:41 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Subject: Trainer Candidate - Ramyanth Tupili

[https://www.jotform.com/uploads/lsmindia/form_files/LSM%20Logo.5ec38b9aad59e5.76825569.png]

        [https://cdn.jotfor.ms/assets/img/builder/email_logo_small.png]         Tech Support Test

Name    Ramyanth Tupili
E-mail  [email-masked]<mailto:[email-masked]>
Phone Number    (91) 8885259003
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)      Hyderabad
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        Adaan Digital Private Limited   Key Account Manager     20/03/2021      40000
Previous Employer 1     Amazon  Lead    06/06/2020      30000
Previous Employer 2     NA      NA      NA      NA
If Selected, how much time do you need to join? Immediate
Please briefly describe your work experience specifically in training?  - Worked as a Training Manager/Trainer/Training Coordinator (Amazon) for both Voice and Non-Voice.
- Worked for Process Improvements
- Responsible for collecting process ideas through Gemba walks across the floor and forwarding them to leadership team so that they can be put in pipeline for process improvement.
- Responsible for conducting online/classroom training for New Hires/Cross Skilling/ Senior Managers
- Responsible for implementing new content for training and updating the content from time to time
- Responsible for assigning upcoming training batches to the trainers
- Responsible for maintaining FPY(First Pass Yield) Metric for my training batches
- Responsible for collecting feedback from the training batches to understand how well the batches are trained and challenges faced.
- Conducting Daily Team meetings to provide process updates to the team
- Responsible for taking 1-1s with the agents to know them better in process and help them overcome any challenges they face.
- Initiate to provide process ideas to the whole team on daily basis so that they can implement it in their work.
- Responsible for motivating the team from time to time whenever there is high volumes or to attain team goals
- Responsible in implementing new projects to help company attain new processes and make the path to reach the goals easy.
- Responsible in maintaining stakeholders management.
- Responsible in maintaining the TNA and TNI of training needs.
- Responsible in attending calibration calls with the leadership team and providing efficient inputs whenever required.
- Responsible for keeping KPT (Knowledge Process Test) across all the processes to know how well the agents are understanding the process.
- Providing refresher sessions to the agents whenever leadership team requests.
- Responsible for maintaining the SLAs for the tasks.
- Responsible for controlling the attrition rate for the team.
- Responsible for maintaining quality metrics like CSAT for attaining customer satisfaction
- Worked as a SME and mentor to many batches to make sure they attain the specified goals.
- Escalate immediately any systemic or process issues which effects performance and quality metrics as well.
- Providing TAT for all the incoming projects and tasks.
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 cross-skilling the agents from Voice to NonVoice medium during high volume time.
Voice agents were not aware of the basic process in how to respond to the customer in NonVoice medium. As it was a high volume time, all the agents were required and moved to nonvoice medium to support customers.
However, agents were able to interact with the customers efficiently in Live medium but they were not able to respond to the customer in emails. Due to this, performance of all the agents were getting effected and it was leading into high escalation as it was also effecting customer experience.
Hence, I had to dive deep into the data of agents responses to understand where was the lag. I was able to understand that communication was the major error while they were responding to the customers.
Hence, I collected these data and put it infront of the leadership team to make them aware of the situation. I took the responsibility in providing 1day training to the agents on written communication skills. This really helped them attain a good performance going forward after the training and I received appreciation from my leadership team.
Later on, I planned and implemented training plan for voice agents on written communication skills so that it will be useful not only for them but also for the company in their future works.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)   Good customer service is when following only the process and providing the relevant data to the customer.
Great customer service can be termed as not only following the process and policy but also, Going out of the box to help customers to achieve customer satisfaction and success.
What according to you makes you a good candidate for this position?     Efficient skills I possess for this position, My relevant experience in this process, My problem solving attitude at dire situations, Team Managing ability, Great team motivator to achieve goals, Stakeholder management, Treat all customers and my employees respectfully and help them attain their goals successfully, Lead the team in correct path to achieve success, Train and develop the employees for better future use.
On a scale of 1 - 5 please rate your fluency in spoken English  5