Subject: Trainer Candidate - Nehalika Anand
From: Nehalika Anand <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 25 Mar 2021 10:07:31 -0400

Tech Support
Test

Name

Nehalika
Anand

E-mail

[email-masked]

Phone Number

(91) 9560097491

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)

Gurgaon

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

Concentrix India Pvt Ltd

Assistant Manager, Process
Training

18-08-2020

35000

Previous Employer 1

NA

NA

NA

NA

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?

• Conduct short bursts of refresher training for the
employees.

• Soft Skills Training.

• Provides verbal and written feedback to New Hires/floor agents regarding
performance in the training room environment

• Provides verbal and written feedback to floor agents via Team Leaders
regarding performance on the production floor.

• Identifies sales opportunities and resolve campaign script issues with key
Management personnel.

• Conforms with Quality and Safe Working standards and procedures.

• Assists with the identification and implementation of training
solutions.

• Develops sales training ideas, techniques and methodologies through constant
research.

• Discuss daily Sales Training schedules with the Training Supervisor.

• Train the employees on Grammar, phonetics, accent.

• Monitor and give feedback on Accent &Soft Skills for employees.

• Was responsible for conducting and leading training for employees.

• Ensured that new employee training and continuing developmental programs are
conducted to enhance overall service centre performance.

• Strong experience into core soft skills / VNA training.

• Works with employees to develop and maintain employee specific process
training schedules/plans.

• Develops, owns and drives to completion the vision of the ideal training
program.

• Develop training goals that encompass individual goals as well goals for the
program itself.

• Ensures training goals are effective and aligned with site, and business
goals.

• Utilize a variety of the training methodologies, techniques, concepts,
learning tools, and practices to ensure maximum effectiveness of training
programs.

• Monitor and measure effectiveness of all training programs.

• Create and execute learning strategies and programs.

• Evaluate individual and organizational development needs.

• Implement various learning methods companywide (e.g. coaching,
job-shadowing, online training).

• Design and deliver e-learning courses, workshops and other trainings.

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.

Every new day at a job brings its own set of
challenges and problems those one needs to tackle most effectively and seriously
possible. Mentioning the most-challenging situation, I was required to handle a
team of such newly hires who were naïve and didn’t know much about the work.
I am a serious person and very dedicated to the work. I cannot bear any
irresponsibility at the work-space. However, the team was quite the opposite, it
was carefree to an extent as they were all college grads or fresher’s. And it
was very tough for me to handle them. But, since I was given the task to train
them, so, I thought of handling them their way. In a fun mood and tone, I made
them realize how important it is to work seriously. It’s for the benefit of
not just the company but for themselves too. That trick worked and the other
training leads praised me for the approach. And as my last company focus was on
to promote Fun at work, so we made sure as a trainer we are fulfilling the
tagline responsibility.

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

Good customer service is expected. Customers expect you to get
their issues resolved and handled in a correct way. They expect an engagement
without hiccups. We need to ensure that we build a great reputation for our
organization while keeping customer satisfaction in mind. A Great Customer
Service is when we personalize the conversation while being professional,
resolving the issue efficiently, also proactively looking for any secondary
concern and handling the same even before the customer predicts or get to know
it. This saves customer’s time and efforts to reach us back unnecessarily also
at the same time organization’s goodwill is increased. At the end if you have
95 satisfied customers out of 100, you can call it a GREAT CUSTOMER SERVICE
organization.

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

I understand your company is seeking a Manager
with a proven ability to lead a team of field sales reps. You seek a leader who
can properly train, motivate, and encourage a boost in sales numbers while
providing the tools for each team member to perform at their peak ability. My
experience, and past results, align very well with this need. I am an
experienced trainer, having trained over 2500 successful outside sales reps this
year alone. My teams retention rate is the highest in my company. Over 80% of my
team members have exceeded their goals for the last quarter already. I am a
passionate trainer and mentor who is very hands-on and approachable. I would
love to bring these skills and traits to your company.

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

5