Subject: Trainer Candidate - Nandan Verma Nandan
From: Nandan Verma Nandan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 24 May 2021 05:05:49 -0400

Tech Support
Test

Name

Nandan
Verma Nandan

E-mail

[email-masked]

Phone Number

(+91) 9811559204

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)

Faridabad
(Haryana)

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

Streamline

Team Manager

Previous
Employer 1

Grofers

CRM Manager

Previous Employer 2

Hero bpo

Team leader

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

14 days

Please briefly
describe your work experience specifically in training?

Worked as
internal process trainer in hero bpo for a team of 18 agents. Also worked along
with training manager in Genpact for AP help desk team.

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.

Maintaing process training and being a team
leader or team manager profile has its own sets of problem. I was introduced to
a team of 20 to train them on process, however the lot was there with
organization for about an year and I was 3 month's old in the system. The new
process guideline which were introduced to the system was fairly new and the old
lot was quite rigid towards the guidelines and same reflected in there working
habits. Initially it was difficult to make them understand but with counseling
them on regular basis helped. And sometimes one on one session regarding the
changes. And managing a team is a consistent challenge. As the daily objective
has to be clear and sometimes the team feels stagnant for which continous cross
training and learning curve has to be shown to the team which is itself a
challenge to maintain.

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

Good customer service is trying to help the customer in each and
every way. However great customer service is making sure that there is minimal
chance of issues after sales as well or if required Going extra mile for
customer satisfaction.

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

It's the experience which
makes the difference. I have been an Fpoc and handled queries from different
ends.I have handled clients from UK, USA, Australia and ,Asia. B2C/B2B/ Customer
service and lead generation, handled a number of clients and lit escalations. So
I do understand the vulnerability of customer service profile. And at the same
time to bridge the gap between the two.

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

5