Subject: Trainer Candidate - Srinivas JP
From: Srinivas JP <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 9 Mar 2021 07:30:11 -0500

| | Tech Support Test

Name | Srinivas JP
E-mail | [email-masked]
Phone Number | (91080) 9900439429
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) | Bangalore

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 | NA | NA | NA | NA
Previous Employer 1 | Nightingales Home Health Services | Manager: Training & Quality | 31/01/2019 | 55000
Previous Employer 2 | Internet Home Health Services | Asst.Manager Training | 02/06/2018 |

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

Please briefly describe your work experience specifically in training?

Domains handled : E-com (Retail), Medical Health Care & Equipment sales to service, Collections, Mortgage, Credit Card , Telecom, & Travel
Conduct training related to L & D, Behavioral, Accent neutralization, Soft skills, Product, Process, Sales, Regulatory & Compliance
Manpower management -  Screening, On-boarding, Employee engagement, Attrition, Attendance payroll & Appraisal management
Design & Develop digital modules - Simulation based learning (e.g.; Epiplex)
Manage LMS : End to end  L & D actionable  on  Moodle
Expertise to convert any data or text to Info graphics
Conduct T3 initiatives up to management cadre
Quality improvement -  Drive Quality metrics
Time & Motion study for process excellence
Process improvement measures
Client & Vendor Management
Data analysis & review

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.

Unavailability of Training rooms & Trainers due to huge ramp - up within short notice by the client.

As we had recruited trainees  for a day shift job profile. I had to seek permission from HR, OPS, Quality, Employees, MIS,  transportation, administration to move the trainees to night shift only for training.

SME's & TL' s were aligned to train the batches for product training. Quality team ensured dip-checks & toll- gates happened as BAU for all the batches.

I had to align myself to ensure training effectiveness is at its optimum level across all shifts with reports  & dashboards sent to all the stakeholders.

Displaying high levels of leadership skills to ensure the deliverables are met without compromising on Quality & SLA's.

It was a task well executed & delivered with sheer professionalism.

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

Good is just meeting expectations.

Great is exceptional performance going the extra mile to ensure repeat customer base.

Employees with optimum knowlege, skills, & ability are key to a Great C- SAT.

Need to perform Root cause analysis on D- Sat / C- SAT dump on the possibilities of converting to a Great C- SAT

What according to you makes you a good candidate for this position? | My knowledge, skills, & ability as a leader, with prior expertise in handling multiple stakeholders , domains, challenges, reports, deliverables, enables me to be a "Great candidate" for this position.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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