Subject: Trainer Candidate - Abid Siddiqui
From: Abid Siddiqui <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 29 Mar 2021 04:01:42 -0400

| | Tech Support Test

Name | Abid Siddiqui
E-mail | [email-masked]
Phone Number | (+91) 8860052125
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) | Laxmi Nagar

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 | Byjus Think and learn | Product Expert | |
Previous Employer 1 | HCL Technology Sector 126 | Network Analyst | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 15 days
Please briefly describe your work experience specifically in training? | Experience of more than 3 years in training and client dealing including retention , escalation management heading a team of 28 and driving the team performance by constant training and adaptation access to business needs.
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.

Faced many difficult situations such as managing an outage issue or bulk flow of work due to high requirements of assistance during a time of test (in byjus) and taking responsibility of target completion of other team pending work along with our work.
Handled multiple lead escalation where it became social media escalation which cost the company big time due to the brand name.
Handling customer delivery issue during pandemic lockdown crisis where delivery was affected.

Challenge of making the month ecs debit of the cx smoothly where they customers is satisfied with the level of service being delivered to them.

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

Empathy
Timely follow ups
Making aware about the exact situation to customers
Robust assistance to the customer and having a prompt service department to take up queries in no time with timely resolution with tat.
Having good communication within out team and associates team for which the query is being raised.
Always analyse the time taken to close a case and trying to reduce it by identifying loop holes.
Less wait time
Always being potile  no matter what.
Being an easy way to approach us is always great

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

Who always has a plan B and create an easy and positive working environment for their subordinates and always conduct feedback to in order to improve an individual’s productivity.
Timely meeting with the team to identify loop holes and always support the team and specially who required a little more support.

No hasitant to approach the other responsible dept for closure and always remain motivated and up for challenges as they can come anytime

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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