Subject: Trainer Candidate - Mohak Prakash Saha
From: Mohak Prakash Saha <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 27 Apr 2021 05:39:42 -0400

| | Tech Support Test

Name | Mohak Prakash Saha
E-mail | [email-masked]
Phone Number | (91) 9810021282
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) | Indirapuram, Ghaziabad

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 | Institute of Social Responsibility & Accountability | Program Associate | 1 week notice period | 50000
Previous Employer 1 | AtoZ Social Foundation | Intern | August, 2019 | Nil
Previous Employer 2 | RedFm 93.5 | Marketing Intern | 31st July, 2018 | Nil

If Selected, how much time do you need to join? | 1 week
Please briefly describe your work experience specifically in training? | My current employer ISRA has developed their own mobile application which makes it easier to register with the NGO as a Member and apply for the government welfare schemes from the very same platform. But our plan in the rural areas was to recruit volunteers who would go to door to door and will create awareness about our platform and if the people are interested the volunteer will help them to apply for the government schemes. My Job was to give training to the volunteers. The training includes, giving them a brief about ISRA, its activities, how to enroll new members, FAQs by people and how to answer them, how to fill information, how to apply for the eligible schemes of the government. Most of the training was done online, few of them were conducted in the ground. My role also includes capacity building of Master-trainers who will provide training to other volunteers. Till now have conducted more than 300+ training sessions in a span of 8 months.
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 training sessions the volunteers generally tend to take the training very lightly and pay little attention to the details. When they go in the field and conduct their operations, they then face a certain number of challenges while performing their duties. Some of them includes “can the beneficiary pay cash”- it was outlined in the training session that we do not promote cash transactions between the volunteer and the beneficiary but if the beneficiary does not use digital payments then the volunteer can accept cash and pay digitally through his account. This thing was repeated several times during the training session but some of the volunteers took it lightly during that time and later when they were assigned field works they started facing this problem. Other questions of the volunteers are generally “how to fill a particular government schemes application”, “what type of IDs are generally required”, “do I charge anything on top to fill extra application for the beneficiary”. These queries are generally answered during the training session and are generally raised during the session but the volunteers take it lightly at that time and when they go in the field they face many difficulties. Seeing this we decided to conduct trainings in a different way and introduced several new aspects to the training so that volunteers pay more attention to the trainings and are able to relate with it and ask any queries if any.

The new things which we introduced was to visualize the entire training (adding more visuals) and conducting role play with the volunteers over and over again to make it more interactive. After we had put out all the information to the volunteers we then randomly select two volunteers and assign them roles such as beneficiary and the second person to play the role of visiting volunteer. They will be asked to play the respective roles. During the role-play we help them to better understand the situation. We also pose ourselves as beneficiary and we ask them questions and see if they are able to answer or not, After successfully conducting the new trainings modules for more than a month, we saw that only 12.5% volunteers were contacting us for help against the previous figures of 47.5%. We are now constantly working on developing new training modules for the volunteers, which is more technology friendly & interactive. We aim to reduce the number of queries, which we receive from ground to around 2% to 3%. This will mean that the volunteer are able to grasp the training and all their related questions are answered during the training session. Now we receive calls from volunteers who face exception or unforeseen situation in the ground which they haven’t been trained for.

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

Let me explain through an example:
Scenario 1- A person goes to the barber, waits for his turn, when his turn came he asked the barber to cut his hair, after the hair cutting the person gave him money and went back home.

Scenario 2- A person goes to barber, the barber asks the person to wait for his turn, during the waiting time the barber offered him water/tea/coffee and newspaper, then the turn came and the person asked for a hair cut, the barber cut his hair, the person paid the barber, the barber informed the person that he if visits again he will get a 5% discount, the person seems happy and left for his house.

What according to you makes you a good candidate for this position? | I have the required skills and expertise for this job. One of the lessons learnt was adaptability. Also in my current employment in addition to various tasks, i manage training and capacity building on a regular basis. I know the common challenges,have  worked on the short comings and tried to improve with time. Also i have additional expertise in Project & Operations management, strategic planning & implementation, finance etc. These additional skills will also help me to improve on the job and to guide the team in a better direction.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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