Subject: Trainer Candidate - Pankaj Tariyal
From: Pankaj Tariyal <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 25 Jul 2021 00:47:13 -0400

Tech Support
Test

Name

Pankaj
Tariyal

E-mail

[email-masked]

Phone Number

(+912) 9654034271

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)

South Delhi, 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

ApolloTyres

Assistant Manager Operations

Working

60000

Previous
Employer 1

Proptiger pvt ltd

Assistant Manager
Operations

2 Dec 2019

37000

Previous Employer 2

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

30 days

Please briefly
describe your work experience specifically in training?

I worked
with 2 organisation in my 8+ years of work experience, well versed with customer
service ( Enquiry, Complaint, Request and Warranty Registration) and Outbound
calling ( specially Lead Generation) and set up 2 processes from scratch.

Also, I worked for process excellence and is Six sigma trained. I worked on
coaching new joinees and organise refreshers for continuous
improvement.

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.

There were few instances out of which a few are
mentioned below:

1. When one of our dealer placed the order and made the payment but due to some
transportation issue he was not getting the order on time. Also, he didn't get
the update too due to which he was dissatisfied and made an assumption that the
main dealer is delaying his order. Here I personally coordinated with both the
parties arranged a con call and shared exact status with sub dealer. After the
complete instances, created a mechanism of sub dealer to inform dealer a week
before the stock finished, also the dealer should share the order delivery
status and take acknowledgement of reception from dealer.

I also proposed a mechanism in the CRM through which the updated stock info is
available with us on real time to avoid such instance.

2. One instance where, we gave training to an employee but there were multiple
problems in her work so did the complete RCA and observed that there is a will
issue with employee so train her to perform well , shown the career path ,
importance of the process and shared examples of system grown people. This
approach changed her mindset and she started grabbing the process updates even
faster and proactively connected with us for improvement for grey
areas.

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

Good
Customer Service - Where one is just completing the checklists of the task one
should do as per process.

Great Customer Service - Where customer delight/ experience is taken as
priority, where not only process is followed properly but the advisor went an
extra mile for customer assurance. A channel from where customer went happily
post sharing the concern and has confidence of getting resolution

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

I worked with 2 organisation in my 8+ years of work
experience, well versed with customer service ( Enquiry, Complaint, Request and
Warranty Registration) and Outbound calling ( specially Lead Generation) and set
up 2 processes from scratch.

I worked for process excellence and is Six sigma trained.

I ensure the complete lifecycle from registering the concern to assign it to the
respective team, then following up with the concerned team to share resolution
and capturing Customer feedback on the shared resolution.

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

4