Subject: Trainer Candidate - Akshita Khanna
From: Akshita Khanna <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 4 Jun 2021 06:47:43 -0400

| | Tech Support Test

Name | Akshita Khanna
E-mail | [email-masked]
Phone Number | (+91) 8554869288
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) | 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 | HCL Technologies | Team Lead | 2nd June 2021 | 28583
Previous Employer 1 | SLK GLOBAL BPO SERVICES PRIVATE LTD | Senior Team Member | 06/03/2021 | 30491
Previous Employer 2 | HOMEWARD RESIDENTIAL CORP INDIA | ASSOCIATE, MODIFICATION PROCESSING | 3/06/2015 | 25000

If Selected, how much time do you need to join? | 15-20 days

Please briefly describe your work experience specifically in training?

 Leading a good performance team of 20 people.
 Managing team functions viz/ Manpower planning, volume planning, performance appraisal, cross trainings and competencies, etc.
 Conducting Training for new batches and refresher sessions for existing batches.
 Team Mentoring including people management with cross training and buffer management.
 Responsible for the team’s service deliverable targets (SLA, Quality, Regulatory requirements, BCP & ISO)
 Assist Managers in ensuring the timely and accurate delivery of service in accordance with mutually agreed service, productivity and quality levels
 Control the attrition level of the process by ensuring the clear career path and recognition for the team members
 Imposing new process improvement ideas in collaboration with the team
 The ability to quickly develop a meaningful Client relationship to ensure maximum opportunities are available to achieve a high level of customer satisfaction.
 Monitoring capacity requirements to reduce the company cost by maximizing seat utilization.
 Monitoring and Auditing calls taken by the agents and providing immediate feedbacks on them.
 Handling escalation calls for the customers and guiding the team members in dealing with any critical customer.

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. | i was handling a team of 18 people and it was the start of my role as a Team lead.The team included users from pilot batch and new bacthes as well.As per BAU,each person handled a specific type of task with one buffer for himself.At one time,the pilot users started resigning one after the other,reason found out was discontent with previous TL and dissatisfaction of growth in process.I was to handle the process with same workload and half the headacount that was actually required for the process.Challenge for me was to keep my remaining team intact and maintain the confidence in them regarding their growth, alongwith making sure business is not effected,i had 2 weeks in hand and 5 cross trainings in critical sections to be conducted.i arranged for support from counterpart offshore team and onshore team as well.Also,to assure we do not miss out on the SLA,i had to seek assistance from onshore team,with special approvals from high management,to share our workload.Although,after 2 weeks,including extra efforts and time put in by my team,we successfully completed the trainings and could start production again,concentrating on SLA and quality.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good Customer Service maintains concentration mostly on delivering the customer expectations from the company, with cent percent quality,leaving 0% tolerence for any error or dissatisfaction. On the contrary, a Great Customer Service ideally means going above and beyond the customer's expectations,wherein the customer is bound to compare the company's product with other competitors in the market,and be content with the company's services.
What according to you makes you a good candidate for this position? | my journey until now has been in back end operations, wherein all the processes were dependent on providing services to the customers, whether it be Underwriting, Closing or Insurance. Knowing the importance of Customer satisfaction, maintaining equilibrium with SLA & Quality, I feel makes me a good candidate for the position.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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