Subject: Trainer Candidate - Fahmi Hassan
From: Fahmi Hassan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 27 Apr 2021 02:37:45 -0400

| | Tech Support Test

Name | Fahmi Hassan
E-mail | [email-masked]
Phone Number | (91) 8800711023
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 | Orange Business Services | IT Operations Manager | |
Previous Employer 1 | HCL Technologies | ITSM Manager | 11-12-2019 |
Previous Employer 2 | Capgemini | ITIL Process Lead | 27-08-2018 |

If Selected, how much time do you need to join? | 60 Days

Please briefly describe your work experience specifically in training?

I have been Team Lead and Manager from past 6 years. Training my employees in
- End User issues
- Voice Process
- ITIL Process
- Security and Compliance

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.

The most difficult situations I have faced are -
1. False Client escalation, explaining the client where the fault was, who's miss was it and how we are going to manage it in future
2. Unplan leaves taken by employees
3. Performance feedback, employee's behaviour post feedback is quite hard to manage

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is when we fulfill our agreement with the customer but Great customer service is when we do more than what we promise and taking care of customer as a family member
What according to you makes you a good candidate for this position? | I have working in Customer service for more than 7 years. I have worked as a technical support Engineer and Manager also. So I know what kind of a situations comes in such jobs
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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