Subject: Trainer Candidate - SAKTHIVELAN R C
From: SAKTHIVELAN R C <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 5 Apr 2021 11:01:14 -0400

| | Tech Support Test

Name | SAKTHIVELAN R C
E-mail | [email-masked]
Phone Number | (91) 8870880272
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) | Noida

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 | Highlands Infotech Pvt Ltd | Training - Tech Support Engineer | Current | 50,000 INR
Previous Employer 1 | IDC Technologies Solutions India Ltd | Executive - HR Ops. Team Lead | 23 Oct 2020 | 38,100 INR
Previous Employer 2 | WIPRO Ltd | Senior Executive | 06 Oct 2019 | 23,410 INR

If Selected, how much time do you need to join? | 10-15 days

Please briefly describe your work experience specifically in training?

- Conducted training needs assessments and identified processes.
- Developed, modified and prepared instructional materials and technical content.
- Modified training programs as needed.
- Developed and delivered efficient training to industry.
- Administered course evaluation and handled voice testing.
- Consult with other trainers, managers, and leadership
- Communicated training needs and online resources
- Create training strategies, initiatives, and materials
- Instruct employee training and onboarding
- Conduct training through new materials
- Review employee performance and learning
- Coordinate and monitor enrollment, schedules, costs, and equipment.
- Prepare training materials using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos, and lectures.
- Documenting the new process updates in the process manual
- Generating various types of Reports and shared the same with the team on a monthly basis
- Tailor specific training programs to employee growth and retainment, career path assistance, etc.
- Be the point of contact to maintain all the process changes, process documents and later train the teams on any changes.
- Involve in the hiring process to analyze the candidates on Voice & Accent/Soft Skills areas.
- Collate the training results and documentation of the same to present to the senior management weekly/monthly.
- Ongoing call listening sessions with the teams and providing feedback to help them get from 70% or lesser to 90%+.

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.

During the training part of my career, it was a bit tougher for me to come up with a sort of concept or strategy that I should use in making sure that process knowledge and terminologies are sufficiently and effectively reaching the trainees as a trainer must consider the fact that every human have their own competency level.
When I was given a chance of a Team manager, my key focus was on team coordination and synchronized working module that eventually would result in achieving the KPIs and required performance in adding value to their position and moving further. Overall, Team Management is an art that consists of balancing the misunderstandings meanwhile improving the team capability in whatever ways possible.

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

A good customer service is something which happens over the call with the client. Whereas, a great customer service is what makes the client feel after the call is ended, mainly the satisfaction factor.
It matters a lot in bringing out certain phenomenon such as, meeting or exceeding the expectations of the client, Resolving the questions / queries the first time, focusing and adding a personal touch, taking ownership, etc.

What according to you makes you a good candidate for this position? | I believe I am the best candidate for this position because I have direct experience in many areas mentioned in the job description, including customer service and project leadership. Also, I’m passionate about the software industry. It’s been an industry that I’ve wanted to get into since I began my career, so I’m also highly-motivated and excited to do this work for your firm. Am I right in thinking that your priorities for this role are to find someone who can help your customer service team and also manage some projects for your customers and clients? That’s the impression I gathered from the job description.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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