Subject: Trainer Candidate - Ashish Kumar Khurana
From: Ashish Kumar Khurana <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 10 Jul 2021 08:04:13 -0400

Tech Support
Test

Name

Ashish
Kumar Khurana

E-mail

[email-masked]

Phone Number

(0000) 7702347097

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)

Vaishali,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

Teleperformance India

Assistant Manager

Negotiable

39536

Previous Employer 1

Hinduja Global
Solutions

Team Leader Operations

31st July,2020

25000

Previous Employer 2

Concentrix Daksh Inida Pvt
ltd

Advisor

06th June,2016

10500

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

15daya

Please briefly
describe your work experience specifically in training?

Hold an
expereince in handling pilot projects as a Team Lead operations.

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.

One of the challenges that i faced was during
covid was when advisors were rushing back to their hometowns and they were being
called back to collect their workstations for work from home.

Advisors were delivered laptops at their current locations after multiple
approvals and the work was started. We used to spend almost 16 hours on calls
assisting advisors with installation, setup and proper working of system and
production tools. We had to coordinate with Admin for packing and delivering of
work stations. Gate passes and any techincal issues were to be addresses by
techincal team when any issue occured. Being a Team manager, we were the
intermediary between all the functioning departments. Other challenges included
internet connection availablity. Moreover, internet speed posed as a major
hindrance for effective utilization of applications and softwares. Jio-FIs were
delivered to the advisors who stayed in remote areas and did not have any
existing broadband providers.

Another issue which impacted the scheduling and productivity was of power
backup. Rostering and scheduling was balanced by minimizing leave preferences,
as due to the pandemic there was complete lockdown.

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

A Good
Customer Service is where you were able to address customers Query/Complaint.It
is doing ones assigned job.

A Great Customer Service is the one in which while addressing to customers
concern/Compliant you were able to create an overall wow experience for the
customer.It includes resolution,additional required informations and providing
further helpful resources to the customer.

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

The job
requires an experience of Team Management along with project management skills.
I have Good Experience in managing teams and execution to achieve desired
numbers within timeline for the past 3 years.

Along with this I had been part of multiple projects and was a great
contribution in making them stable and prospering.

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

4