Subject: Trainer Candidate - Sonal Panwar
From: Sonal Panwar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 7 Jul 2021 05:01:34 -0400

| | Tech Support Test

Name | Sonal Panwar
E-mail | [email-masked]
Phone Number | (981) 1719495
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) | Moti Nagar, New 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 | SE2 Digital India LLP | Team Leader | NA | 54K
Previous Employer 1 | Arvato Bertelsmann | Team Lead | 15th Dec'2018 | 28K
Previous Employer 2 | True North India Pvt. Ltd | Sr. Executive | 15th Aug'2013 | 18K

If Selected, how much time do you need to join? | 1 Month
Please briefly describe your work experience specifically in training? | Worked with both US & UK counterparts to schedule regular Webex/Teams trainings for the resources after identifying the knowledge gap. Created PPT and Training modules to bridge the process gaps. Conducting assessments and nesting for new joiners. Attending weekly client reviews and operational reviews to discuss process growth, gain/loss, other knowledge gaps, & further training plans. The process also includes the RCA to identify the root & cause creating lack of information and also helps to place the resources in relevant trainings.
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. | The situation was raised when i was in middle of the session and the projector went down. This has disconnected the entire batch from the content. Then we pen down the bullet points and kept the trainees connected. The whole process was time consuming and left us behind the schedule.

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

Good customer service is when you reach out to customer service representative and get your problem resolved.
Great customer service is when company reaches you out to know your experience and offers other services to make your experience better.
In both customer service we do look forwards to have first call resolution or deliver the services with in the time line, which is a good example of good customer service but when we provide quality of work, use soft skill to create a relationship b/w buyer and seller, to provide timely update about new services and count their experience and make it better then we can say it was a great customer service. In short when you just not put efforts to represent your product/services but also aim to win your customer by talking to them as human not a machine then we can say it was a great customer service.

What according to you makes you a good candidate for this position? | I am a versatile resources as worked in various processes like (US Tax, AT&T Collection, British Airways and US Insurance)Having knowledge of all the departments like Operations, training, quality and facilitating. Also have good interpersonal skills to build strong client relationships and drive the process through. Know RCA, Ops management, people management, performance management, client management, quality/ accuracy management. Worked as temporary PMO as well and went to London for product familiarization.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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