Subject: Trainer Candidate - Promita Goswami
From: Promita Goswami <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 18 Jul 2021 18:49:04 -0400

| | Tech Support Test

Name | Promita Goswami
E-mail | [email-masked]
Phone Number | (+91) 8588879736
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 can commute only using Metro
Where do you currently live (area) | Gurgaon

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 | Barclay's | BFA BCUS PROCESS ADVISOR | |
Previous Employer 1 | American express | Sr. Customer care professional | May, 2017 | 45000
Previous Employer 2 | Iyogi Technical Services | SME | December, 2016 | 35000

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

Please briefly describe your work experience specifically in training?

1.Responsible for inbound and outbound calls.
2.Responsible for sending emails to the customers regarding the subscription plans.
3.Train and coach agents across the floor on basics of customer service.
4.Conduct sessions on VNA to improve soft skills.
5.Call  evaluation and monitoring.
6.Audit Calls and share relevant feedback.
7.Conduct sessions on product and process update.
8.Develop training modules.
9.Handle  escalation calls for problems related to windows updation for US based customers. 10.Also, help the agents to sell iyogi's subscription plans.

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 first thing was to deal with the stress management. Being a part of Leadership Team, the most difficult situation is to deal with the shrinkage and take care of the unplanned leaves. Also, if there's any difficult agent who is not able to meet the numbers, help them achieve their goals.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Service providers that merely offer “good” customer service are probably doing virtually all of the same things that those providing “great” customer service are doing. However, the single most important thing that distinguishes the “great” providers from the “good” providers, is that they also communicate better with their customers.

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

1.Leadership. Even in entry-level positions, most employers look for evidence of leadership qualities.
2.Teamwork.
3.Communication and Interpersonal Skills.
4.Analytical Skills.
5.Dependability and a Strong Work Ethic.
6.Maturity and a Professional Attitude.
7.Adaptability and Flexibility.
8.Good Personality.

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

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