Subject: Trainer Candidate - Sameer Ahmed
From: Sameer Ahmed <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 27 Apr 2021 06:44:49 -0400

Tech Support
Test

Name

Sameer
Ahmed

E-mail

[email-masked]

Phone Number

(+91) 7000342678

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)

Bhopal

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

Xeeva

Release & Compliancy Manager

20 Oct

34

Previous
Employer 1

Previous Employer 2

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

Immediately

Please briefly
describe your work experience specifically in training?

am 7
years of experience in IT industry and worked with Xeeva over the given below
positions.

I started working with Xeeva on July 2013 as a buyer and got promoted and
appreciates with the amount of hard work that I have done.

2. Technical Analyst  (Software Technical Support).

3. User Advocate ( Software Technical Support for US and Mexico Clients and
managing handling customer issues over Zendesk and provide customer
satisfaction.

4. Team Lead (Managing Team of 40 members and involved with the tickets
assignments,  ensured with the quality of the issues, provide resolution on
time, Managing daily reports for the customers and management and setup daily
meetings).

5. Escalation and Compliancy Manager ( Managing escalated and SEV 1 issues of
the customers,

Setup bridge call and have all teams involved to solve the issue on time and
update also involved with the internal Xeeva and Customers audit).

6. Release & Compliancy Manager ( Completely responsible for the Software
Technical Release upgradation,  coordinating with Development, Qc,
Infrastructure and support for the release update, set up calls with customers
and management to fix the deadline of the release and proceed successfully and
worked with Xeeva till October 2020.

Appreciated with CEO Award in 2020 as the best Team player in AWS migration
project.

Awarded Star Mega Max 2019.

Awarded Star Guide in 2018.

Certified in ITIL Foundation V4 in 2019.

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.

Internal team politics occured while migration of
the customer. However successfully able to managed it so that the customer did
not impact.

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

To provide
a fast service whatever the requirement of the customer. Solve the issue on time
and provide great services.

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

I worked in all the positions
and has a great knowledge and exposure for handling a customer in all
aspects.

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

5