Subject: FW: Trainer Candidate - Sukesh Vishwakarma
From: Deeksha Dadu <[email-masked]>
To: Livesalesman <[email-masked]>
Date: Wed, 26 May 2021 15:48:05 +0000

Need details on his work ex

From: Sukesh Vishwakarma <[email-masked]<mailto:[email-masked]>>
Reply-To: "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 26 May 2021 at 3:22 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Subject: Trainer Candidate - Sukesh Vishwakarma

[https://www.jotform.com/uploads/lsmindia/form_files/LSM%20Logo.5ec38b9aad59e5.76825569.png]

        [https://cdn.jotfor.ms/assets/img/builder/email_logo_small.png]         Tech Support Test

Name    Sukesh Vishwakarma
E-mail  [email-masked]<mailto:[email-masked]>
Phone Number    (+91) 9587184889
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 using other transport like Rickshaw
Where do you currently live (area)      Jaipur (Rajasthan)
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        Ambika Associates       Project Manager till date       5.5 (freelance-contractual)
Previous Employer 1     TaskUs India    Team Lead Ops   Aug 20  40K (Full-Time-Permanent)
Previous Employer 2     Teleperformance QA Lead May 18  32K (Full-Time-Permanent)
If Selected, how much time do you need to join? 7 days or less
Please briefly describe your work experience specifically in training?  Domain- 9+ years in Customer Service-Quality Assurance/Training or Ops Management-Feedback Delivery/Mentoring on VNA, soft-skills /subject matter / Following SOP's/SLA's/Service Delivery.

KPI's- Developing/Conducting Modules, Calibrations, Knowledge Base Articles/ Assessments, People Management, Team Handling. Striving for NPS/CSAT/First Contact Resolution, Continuous Improvement.

Base-International Voice/Non Voice/email/Chat/API.
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.  Training: The only big challenge which is hard to cure but not impossible to train the candidates in voice relating MTI Issue (Mother Tongue Influence) however  consecutive sessions on consonants, sounds, vowels, word drills, exercises & practice can make a difference in the candidate himself to take up this challenge but not remained as a Non Trainable Asset/BQ's.

Skill issues could be fixed however will issues could be simplified by one on one discussions.

Motivated & backed up with the skill set/product knowledge can far more reach towards target achievement or the assigned goals for any organization.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)   Bringing each time a Wow experience by the end of call for any customer is a great CS.

Empathetic approach helps bringing the Wow experience for the customer.

Rapport Building with resolution adds to bring up the level of quality on the conversation held.

First Contact Resolution could be ingredients for a great CX experience.

Re-assurance towards issue resolution seals the deal for a great CSAT.

The only difference between good & a great cx service is the level of commitment towards goal achievements.

Soft skills bring competency to deal with the complex situations like 'Soft Service No' reporting to the customer unable to help apparently attracting a detractor/D-SAT in return.

Product Knowledge plays a vital role in classifying it as good or a great Cx experience.
What according to you makes you a good candidate for this position?     Experience, Methodologies, Assertive in nature, Team Player, Ambitious, Confident, Open for Feedback, People Management, Data Analytics, Continuous Process Improvement. Training & Quality  Approach, Result Oriented.
On a scale of 1 - 5 please rate your fluency in spoken English  5