Subject: Trainer Candidate - Megha Hans
From: Megha Hans <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 5 Apr 2021 10:17:22 -0400

Tech Support
Test

Name

Megha
Hans

E-mail

[email-masked]

Phone Number

(91) 7678355996

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)

Gulabi Bagh

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

IBIBO Pvt Ltd

Product Trainer/Process reengineering

NA

45K

Previous
Employer 1

Accenture Solutions

Transaction Processing
Analyst

Apr'19

25K

Previous Employer 2

Sopra Steria

Product
Analyst

Aug'18

15K

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

30 days

Please briefly
describe your work experience specifically in training?

•Hands
on Classroom Facilitator: conduct training need assessment and task analysis;
new hire training, course training, cross training, course development, process
improvement and quality assurance

•Coaching and mentoring on various applications like- Sales Force, Payment
Gateways/Merchant Sites- PayTM, Mobikwik, Pay U, PayU-S2S etc.

•Liaison with the Quality and Operations to identify, screen and execute
process improvement plans

•Plan and organize engagement workshops, competitions and contests to boost
the morale

•RCA of defects and escalations to suggest recommendations for continuous
improvement. Collaborate with operations and quality team to implement action
plans and monitor progress

•Ability to handle & execute critical tasks to be a part of organizational
growth

•Performing periodic assessments, publish scores followed by the feedback
sessions

•Part of Interview panel to evaluate the Communication Skills of the
candidates

•Develop and review SOP’s under the supervision of higher management &
stakeholders

•Manage, support & review the performance of OJT team in order to capture
& publish the production – to be published to the stakeholders by end of
week/month

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.

I was assigned with a batch of 25 new hires which
a crowd of freshers, experienced and a few were internal movement. I had to
modify and balance my training material and delivery as per the trainees skill
set. The situation was quite challenging not so difficult though.

I like being challenged as one can learn, experience and implement new ideas. It
may set a new bar of success and enhancing productivity.

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

Good Customer Service: When the
customer's concern is resolved and he has to accept the solution provided.

Great Customer Service: When the customer's concern is resolved promptly with
less wait time, he is happy and satisfied with the solution provided. Satisfied
customers would become a great source of promoter who can bring their friends
and family to join/use the product/business.

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

6+ years
extensive and diversified experience in Service Delivery, Training and Coaching,
Transaction Monitoring, Managing learning programs. Developed, trained and
implemented efficient processes to achieve knowledge management consistencies.
Research & classify process SOP’s within the prescribed SLA.

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

5