Subject: Trainer Candidate - Siddharth Paul
From: Siddharth Paul <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 24 Jul 2021 04:11:23 -0400

| | Tech Support Test

Name | Siddharth Paul
E-mail | [email-masked]
Phone Number | (98115) 06323
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) | Gurgaon

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 | Network Bulls | Head- Training | 09-2020 | 70000 + variables
Previous Employer 1 | Universal Institute | Sr. Learning Facilitator | 07-2014 | 25000
Previous Employer 2 | AON Hewitt | Team Developer | 09-2012 | 32000

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

Please briefly describe your work experience specifically in training?

 Create training interventions (modules, facilitator guides, participant guides, activities, assessments, and assessment tools) Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Managing training over tech based platforms. Worked with subject matter experts on designing training content and delivery.
 Developing Internal Trainers: Developing and training a pool of internal trainers through Train The Trainer Programs. Conducting, Assessment, Evaluation & Strengthening Inhouse resources. New hire handholding, recruitment, sourcing, screening, coaching, Appraisals, drive Employee Engazement initiatives  and etc. Recruiting trainers/employees and trainees for the Organization, Coordinate New Hire, Progression & Enhancement Training activity.
 Audit and Formulate- standardized Training and development policies, procedures, progress and improvement plans based on identified Client needs, changes in culture, procedures or services.Conduct TCA and Gap analysis for training to upskill the production.
 Training Delivery--Provide Customer Service, and Product Knowledge training as required. Serve as Master Trainer for Global programs, training others to conduct programs as required and delivering training on Soft Skills, VnA,Leadership Development, Customer Service, Interview/ing Skills, Personality Development and Behavioral Management programs(on-the-job or in classroom training, e-learning, workshops. LMS etc). Create training interventions (modules, facilitator guides, participant guides, activities, assessments, and assessment tools) Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
 Training Budget- Consider the costs of planned programmes and keep within budgets as assessing the Return on Investment(ROI), cost effectiveness, consistency and continuous improvement of training and quality program development. Analyzing program risks.
 Performance Management - Managing Employee Performance,Counselling & feedback. Conduct TNI,TNA & TNE across all profiles. Generating & Maintaing MIS Reports on daily basis about the status of Business Progression.
 Team Building - Developing High Performance Teams. Mentoring and Monitoring the trainers(TTT)& employees. Ensures all training and development activities (department specific and general training) are strategically linked to the organization’s mission and vision.
 Integrating Business Learning: Work with business COEs and other HR roles to attune and sign of Group level processes with business specific processes. Working with HR/Operations/Marketing/Sales to ensure associate permissions are managed and meet the requirements of the business. Managing and maintaining- Vendor Relationship and Business operation.
 Lead interactions between and collaborate with Client L&D staff, Operations, and other support teams to agree on and achieve desired training goals
• Overall delivery of classroom/elearning/online training - Behaviors and techniques that have been listed as Client ideals for delivery of Client content. Participate in continued education efforts from the Client Training Team (i.e. refresher training, policy update content review, etc.).
• Analyze the Coaching / Training needs of the agents & support them in delivery.

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 cannot measure the difficulties as most and least rating. These are the challenges need to face in every aspects of our career coz these challenges(most/least) can effect the process/company/career. The question is how to overcome the challenges. There are several tools we can use to resolve like SWOT, BLOOM"S Taxanomy, ADDIE, JAHORI WINDOW etc. The education/values/experience/skill sets what we educated with should get implemented/executed in a right way to sort out the challenges.

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

To me, Great Customer Service means-
Meeting Expectations vs Exceeding Expectations
Resolving Problems at the First Time (FCR)
Adding a personal touch
Resolving the issues before the TAT
Making each and every aspect of the customer's experience an absolutely positive one.
Analyzing CSat and NPS for defining satisfaction of each customer.

What according to you makes you a good candidate for this position? | Yet I bring an additional quality that makes me the best person for the job--my passion for excellence and analytical horsepower. My positive energy and quick learning style enable me to hit the ground running and rapidly solve problems, plus my abilities to keep focused under stressful situations and my passion for getting the job done. And of course my 15 years of end to end Training and customer service experience makes me confident. Requesting you to arrange an interview to find me good or best
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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