Subject: Trainer Candidate - Piyush Rajput
From: Piyush Rajput <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 28 Mar 2021 02:18:43 -0400

| | Tech Support Test

Name | Piyush Rajput
E-mail | [email-masked]
Phone Number | (91) 8800841987(whats app calling only)
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) | East Delhi

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 | Tech Mahindra | Senior Trainer | NA | 45833
Previous Employer 1 | Hindula Global Solutions | Senior Trainer | 27 september 2019 | 39000
Previous Employer 2 | Mphasis | CSA | 31st August 2015 | 210000

If Selected, how much time do you need to join? | 30 days

Please briefly describe your work experience specifically in training?

5 years of hardcore experience in training including
1.TNI & TNA
2.TTT
3.Voice & accent
4.Product process Training
5. Sales Training
6.Soft skills 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.

Well every situation/session is a learning in itself, and there has been many situations which basically requires a sound combination/knowledge of policies, experience, interpersonal skills, persuasiveness, consultation, good PR,planning and conscience to tackle. A recent mammoth task of covering a large number of audience is such incidence which I can recall right not.

Problem Statement - covering large number of audience in short Span of time, task was also daunting as team responsible for swift upskilling of employees was already facing attrition which meant deficit resources.

so this was executed/managed by below mentioned framework

1. Drafting a robust plan, including preparation for all logistics, including pre assessment of audience
2. Getting approval/consultation from key stakeholders like client
3. Parallely upskilling subordinate/peers to execute training without hiccups
4. Finally execution with the help of sound team mates and good PR

This all yielded a 3% spike  in overall  performance which was never achieved since the time contact came into existence, also this led to appreciation from Client and major leads as the Centre outperformed other direct competitors thus making us #1 PAN India.

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

A good customer care has become a Cliché hence every brand is looking for  customer's  delight which contributes to both customer loyalty and brand image

If  a customer is calling for A and he get only A this will never add value to customer's experience hence there are various method and techniques which can be applied to provide a Unparalleled experience like

1.Understaning Said and unsaid need of clients/customer
2.Empathy
3.A flaw less free flow conversation
4.A Quick resolution
5.Surpassing customer's expectation by providing a complimentary reward in terms of emotional intelligent, resolution or empowering customer

What according to you makes you a good candidate for this position? | A experience professional with sound knowledge of adult learning principles, good facilitation skills, excellent communication skills, Strong analytical skills, people management and Emotional intelligence.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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