Subject: Trainer Candidate - Gaurav Verma
From: Gaurav Verma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 16 May 2021 14:51:39 -0400

| | Tech Support Test

Name | Gaurav Verma
E-mail | [email-masked]
Phone Number | (+91) 9555640508
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 | Finelines Exports | Manager | 30 Nov 2019 | 62000
Previous Employer 1 | Technopak Advisors | Associate Consultant | 21 Mar 2018 | 40000
Previous Employer 2 | Wipro BPO | Quality Analyst | 8 Jan 2012 | 12000

If Selected, how much time do you need to join? | 7 Days

Please briefly describe your work experience specifically in training?

Lean Six Sigma Master Black Belt, with cross functional working experience in Process Excellence, Project Management &  Consulting.

Worked with Fine Lines Exports, Noida                                                                                               Manager (Industrial Engineering/ Process Excellence)
Responsibilities held:

⮚  Leading IE teams across 3 factories
⮚  Trained Industrial Engineering team on Lean manufacturing & Six Sigma methodology
⮚  Designed and implemented Process Manuals for Industrial Engineering and operations

Worked with Technopak Advisors Pvt. Ltd., Gurgaon
Management Consultant (Associate Consultant)

Project 1:“Performance Improvement of Selected suppliers of Primark in Bangladesh”

⮚  Efficiency Improvement through process optimization
⮚  DHU(Defects per Hundred Units) reduction
⮚  Repair/Rejection reduction
⮚  Training staff on Lean Six Sigma Methodology

Project 2:“Capacity Mapping and Planning for Home Decor Supplier Factories”

⮚  Planning automation tool development
⮚  Process time standardization
⮚  Designed an Excel based tool for factory capacity mapping automation
⮚  5S Implementation
⮚  Training of factory IE department on Lean Manufacturing and Six Sigma

Project 3: “Factory Diagnosis and Roadmap design for MMR optimization for Gini & Jony, Daman”
⮚  Process mapping
⮚  Value Stream Mapping
⮚  Skill Matrix for sewing operators

Worked with Wipro BPO (US Process)                                                                                                 Quality Analyst
Responsibilities held:

⮚  Conducting regular training sessions for the team (app-25 team members) aligned
⮚  Maintaining transactional quality by coaching and counseling first level agents
⮚  Analyzing and generating various reports to check process hygiene and compliance
⮚  Review team performance and chalk action plans for improving performances

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 my project on Business Process Re-engineering in Bangladesh, the middle management seemed reluctant in training and attendance was decreasing day by day.
Middle management had a perception that they were following the best practices.
To make them understand that there was huge scope of improvement, I conducted a pilot project to show them how they could improve the efficiency by process re-engineering.
After the pilot was successful, management showed good interest in training.

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

Good customers service is when we put ourselves in customer's shoes and resolve customer's issues.

On the other hand Great customer service can be achieved when we proactively capture the VOC and convert it to CTQs to decide on product/ service parameters. At the same time setting the correct customer expectation is crucial.

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

Good experience in project management, quality and training.

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

| |