Subject: Trainer Candidate - Smita Kohli
From: Smita Kohli <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 26 Jul 2021 17:16:28 -0400

Tech Support
Test

Name

Smita
Kohli

E-mail

[email-masked]

Phone Number

(91) 8800716633

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)

Ghaziabad

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

FCS Software Private Limited

Client Service Manager

25 Jun
2021

89000

Previous Employer 1

Tech Mahindra

Operations
Manager

20 Nov 2020

75000

Previous Employer 2

CSC

Assistant Manager

19 Dec
2017

61000

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

Immediately Available

Please briefly
describe your work experience specifically in training?

Evaluate
employees and identify weaknesses

Identify training needs according to needs

Based on research, plan and implement training programs that will prepare
employees for the next step of their career paths

Recruit trainers

Lead, teach, onboard and evaluate new trainers

Make other trainers' schedules

Build quarterly and annual training program

Present all the technical and supply training requirements

Prepare budget for training programs and workshops

Encourage employees for training

Oversee employee attendance and performance

Track employee success and progress

Manage the production of program marketing material in collaboration with
marketing team

Communicate all the training programs on a timely basis

Have a program announcement marketing strategy

Prepare and deliver training courses

Bring guest presenters if necessary

Implement training KPIs

Prepare and present reports on traiing program KIPs

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.

very new day at a job brings its own set of
challenges and problems those one needs to tackle most effectively and seriously
possible. Mentioning the most-challenging situation, I was required to handle a
team of such members who were naïve and didn’t know much about the work. I am
a serious person and very dedicated to the work. I cannot bear any
irresponsibility at the work-space. However the team was quite the opposite, it
was carefree to an extent. And it was very tough for me to handle them. But,
since I was given the task to train them, so, I thought of handling them their
way. In a fun mood and tone, I made them realize how important it is to work
seriously. It’s for the benefit of not just the company but for themselves
too. That trick worked and the other team-heads praised me for the
approach.

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

Good
customer service reps will get the problem solved eventually. Great customer
service reps will get it solved immediately, doing everything they can to remedy
the problem at hand.

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

A results driven professional
with 12+ years of experience in Business Operations, Transition & Training
in  Ecommerce, Finance & Accounting, Travel, Insurance(Life &
Healthcare) domain with proven track record of migrating
process/projects/accounts off shoring from US, leading end to end large scale
projects, multisite team management and providing delight to the customers by
enabling profitability and business growth

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

5