Subject: Trainer Candidate - Rohit Kamble
From: Rohit Kamble <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 27 May 2021 07:42:01 -0400

| | Tech Support Test

Name | Rohit Kamble
E-mail | [email-masked]
Phone Number | (+91) 9324128593
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) | Navi Mumbai

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 | Viztar International Pvt. Ltd | Operation Manager | Working | 42800
Previous Employer 1 | One point One | Assistant Manager | 2nd Feb'20 | 33000
Previous Employer 2 | Wipro | Team Leader | 2nd Feb'19 | 28000

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

Please briefly describe your work experience specifically in training?

➢ Drive critical projects which can result AHT reduction and
improved customer delight (CSAT)
➢ Supporting as an internal consultant to other programs within
company to improve the performance and sharing best practices
➢ Managed client centric operations & ensured client
satisfaction by achieving delivery & service
quality norms
➢ Conducting weekly and monthly review with Span
➢ Handled average span of 210+ FTE
➢ Daily interaction/review with client to discuss OJT
performance
➢ Identifying BQ advisors in training batches & highlighting any
challenges if any
➢ Conducting coach the coach sessions with TL’s to effectively
provide feedback
➢ Coordinating with HR to manage probable attrition cases
identified in RAG report

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.

Difficult Situation :- Drive Critical Project CSAT and Quality for process. Entire process were lacking to achieve the target and every month P&L was getting hampered.

Action Plan :- First we started work together Operation, Quality and Training Team to find out the root cause of the problem and started working on repeat defects. All fatal and defect feedback closed on real time and improved coaching pattern. Real time update, real time briefing, process knowledge test increased to fix the repeated defects. After the proper planning and strategy we keep tab on performance on regular intervals for process improvement.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service often centers on delivering or slightly exceeding what customers expect from your company and its solutions. In contrast, great (exceptional) customer service requires that you go above and beyond customer expectations.

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

Below skills make me different from other candidate and adhering in daily work routine.
➢ Managerial skills
➢ Decision Making
➢ Analytical Skills
➢ Leadership Skills
➢ Team Management
➢ Time Management
➢ Customer Service Skills
➢ Work Under Pressure
➢ Active Learning
➢ Flexible

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

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