Subject: Trainer Candidate - Ratan Kumar
From: Ratan Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 17 Jul 2021 06:13:45 -0400

| | Tech Support Test

Name | Ratan Kumar
E-mail | [email-masked]
Phone Number | (91) 9711367540
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) | Greater Noida West

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 | NA | | |
Previous Employer 1 | Ericsson (Off Role) | TSG Lead (Technical support to customers) | 31st Aug 2018 | 51 Thousand
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | Immediate
Please briefly describe your work experience specifically in training? | I update & trained customer care executive  team for  filtering of complaints that should be only forwarded to back end technical support. Means how to close FTR complaints. What details need to be captured while capturing the complaint for technical resolution so that complaints should not be closed with incomplete details hence SLA can be managed with satisfactory resolution within TAT
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. | Attrition rate,High complaints volume, new joining training.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good is perfect resolution only.Great is in addition with resolution customer feel better in whole resolution process.
What according to you makes you a good candidate for this position? | Good experience in  customer technical support  leads me in complaints handling of end customer , Training of CC executive , Process improvement,End customer resolution experience. that also results in improvement of NPS score, SLA, TAT in complaints handling.
On a scale of 1 - 5 please rate your fluency in spoken English | 3

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