Subject: Trainer Candidate - Surojit Bodak
From: Surojit Bodak <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 8 Apr 2021 01:00:44 -0400

| | Tech Support Test

Name | Surojit Bodak
E-mail | [email-masked]
Phone Number | (+91) 9581090306
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 can commute using other transport like Rickshaw
Where do you currently live (area) | Hyderabad

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 | OYO | Trainer | september 2020 | 48000
Previous Employer 1 | Radisson | HK Supervisor | April 2015 | 15000
Previous Employer 2 | The Park | HK Supervisor | sept 2014 | 15000

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

Please briefly describe your work experience specifically in training?

OYO (April 2015 - Sept, 2020)
Coordinated with City Head and Department Head to identify training and development opportunities to improve product knowledge and optimize performance.  Developed effective training manuals, modules and teaching aids.  Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.  Collected information about company objectives and employee deficiencies in order to assess training needs.  Monitored employee progress and gave feedback to management and additional training requirements.  Held online and conference call training session to accommodate off/on site employees.  Driving knowledge across hub for Operation, Sales and Business Development verticals.  Coached new managers on procedures, policies and customer service. revenue, product etc  Maintained records on attendance and participation.  Led cross-functional training for external and internal clients and created all training materials and exams. Operation Trainer (June, 2017 - Jan, 2020)  Delivered new employee on-boarding and training sessions via classroom and on the job training session.  Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.  Recruiting Management - Hiring the right candidates for the profile with set time line.  HR Management - Managing end to end HR work for the designated team including Payroll.  Lead 50+ Hotel Manager team and worked on target based Key Responsible Area.  Lead 6 Property Trainers team and worked on target based Key Responsible Area.  Reviewed and edited all training materials for accuracy and company policy compliance.  Assessed skill gaps for employees in operation department and developed training courses to meet identified needs.  Analyzed effectiveness of training programs at all levels and recommended updates.  Developed surveys to identify training needs based on projected production processes and changes.  Researched and obtained relevant course materials to achieve training objectives.  Led daily, weekly and monthly coaching, counseling and feedback sessions.  Delivered wide variety of courses focused on company policies, customer service and new products to enhance communication, team cohesion and group performance.
Hospitality Trainer (April, 2015 - May, 2017)  Delivered employee training sessions via Classroom and On the Job Sessions.  Coordinated ongoing technical training and personal development classes for staff members.  Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.  Assessed skill gaps for employees in properties and developed training courses to meet identified needs.  Managed new employee orientation training process for more than once in each month.  Directed field training to enhance participants' soft skills and customer service process.  Successfully completed few Hub level project to work individually on some specific properties

Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | No

Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team.

Running the team with less manpower for around 2 month back in 2018
I distribute multiple properties(2 - 3 against one) to my selected Hotel Managers in OYO, and ensure them to perform the same quality service in all there properties. I too make sure sure they get all the necessary help and support from me and other teams.
later we succeed and I promote them (10 employees) in senior profile in there coming appraisal.

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

Good customer service may or may not be memorable to customer and the probability to use the service again is close to 60% - 70%

for Great Customer service,  customer will defiantly remember the same and probability to reuse the service will be 90% - 100%.
and also "word of mouth" from him/her will help us to bring more customer to our business.

What according to you makes you a good candidate for this position? | My Adaptability for profile, situation is my strong points. and also decision making, ability to work under pressure,  punctuality, loyalty, honest with my work, quick learning ability, love for knowledge sharing makes me best candidate for this position.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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