Subject: Trainer Candidate - Gaurav Tyagi
From: Gaurav Tyagi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 28 May 2021 15:40:19 -0400

| | Tech Support Test

Name | Gaurav Tyagi
E-mail | [email-masked]
Phone Number | (+91) 9818131309
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) | West 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 | Personiv Contact Centers | Manager | NA | 77000
Previous Employer 1 | Concentrix Daksh | Lead WFM | Dec 2014 | 42000
Previous Employer 2 | Tech Mahindra Ltd | Team Manager | May 2012 | 35000

If Selected, how much time do you need to join? | 1 month

Please briefly describe your work experience specifically in training?

Not much in training, whatever it is given here -

• Worked with Orion Dialog Pvt. Ltd. as a Trainer for the process of TATA INDICOM from September 2005 to February 2006.

• Worked with Orion Dialog Pvt. Ltd. (presently known as Aegis BPO Services Ltd.) as a Trainer for the process of AIRTEL (Delhi Retention &amp; UP-West Dealer Helpline) from March 2006 to May 2006.

• Worked with TeleTech Services (India) Ltd. (presently known as Aegis BPO Services Ltd.)  as Development Specialist (Training and Quality) for the process of AIRTEL (MP – Prepaid) from June 2006 to December 2006.

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.

There were several times during the tenure where I faced different challenges and also able to handle them well. Few are as follows -

Sometime struggled with the quality and CSAT scores target for the team, worked upon different coaching plans, followed the best practices from other teams as well and improved the results over a period of time.

Struggled with high shrinkages/absenteeism challenges as well on few occasions. Counselled the agents, discussed the challenges with them and took support form other team members to help help support the member in need.

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

Good service is sending back the customers with the proper and convincing resolution against the complaint they come up with ensuring the defined process is followed in is compliant in every terms.

Great customer service includes the above mentioned point along with the additional positive impact on customer&#039;s mind which mostly results in the appreciation of the associate through email or any social media platform showing the trust in the company or the brand name which helps in further increasing the customer base of a company.

What according to you makes you a good candidate for this position? | Willingness to work and grow further, applying logical approach to analyze and handle any situations. Commitment towards my responsibilities.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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