Subject: Trainer Candidate - Princy Chauhan
From: Princy Chauhan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 17 May 2021 04:34:55 -0400

| | Tech Support Test

Name | Princy Chauhan
E-mail | [email-masked]
Phone Number | (110030) 8826844828
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 only using Metro
Where do you currently live (area) | Saket, New delhi

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 | NA | NA | NA | NA
Previous Employer 1 | Mobikwik EWallet | Senior Executive | 26th April,2021 | 27000
Previous Employer 2 | NA | NA | NA | NA

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

Please briefly describe your work experience specifically in training?

1) Take end-to-end responsibility and ownership of driving process and knowledge in the support center.
2) Knowledge about the working dashboards, panel, and payments.
3) Develop, maintain and deliver support center process and soft-skills training
4) Effectively and positively demonstrate the organizational mission, vision, values, goals, performance management, Customer satisfaction, and action plans.
5)Other duties as assigned associated with support center process and soft-skills programs, KPI and customer satisfaction improvement

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.

1) When you observe that an individual doesn’t seem to participate or is expressing disruptive behavior, a more discreet approach will come to your rescue.

2) People are naturally resistant to any change for the fear of uncertainty and doubt. If you are perceived as a change agent because your training involves the use of new technology or process, chances are that people will resist your training.

3) They can also talk irrelevantly and tend to drag the conversation, going off the track. It is very easy to identify the constant chatter and handle them without creating a backlog in your session.

4) Introverts these trainees are quiet and participate minimally. Start with an icebreaker to break the silence. You can also pair them up with the chatterbox trainees to influence each other and serve your purpose. In addition, you can make them  leader in groups and give them more responsibility to open up.

5) Slow leaner trainees take more time to grasp a topic and need more attention. This can be due to their age, learning abilities, technology needs, and/or reluctance.

6) Know it all type of trainee is aggressive and possesses over-confidence. They genuinely believe that they are champions of everything and don’t require training.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | The main difference between providing “good” customer service and delivering “great” customer service is that, in the former, you are probably only barely keeping your customers satisfied; while in the latter, you are not only keeping them satisfied – you are also keeping them loyal.

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

I being a person with a positive attitude.
Ability to deal with external and internal support in a professional manner
Quick learner, detail-oriented, and ability to adapt to new processes in the limited time frame

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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