Subject: Trainer Candidate - Mohammad Azad
From: Mohammad Azad <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 22 Jul 2021 11:53:23 -0400

| | Tech Support Test

Name | Mohammad Azad
E-mail | [email-masked]
Phone Number | (91) 9999965188
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) | East 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 | Techbooks | Manager-Customer Service | 2nd Feb 2021 | 64000
Previous Employer 1 | Infoedge ltd. | Asst. Manager-Key Accounts | 2nd Oct 2017 | NA
Previous Employer 2 | Genpact India | Process Devloper | 1st Jan 2015 | NA

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

Please briefly describe your work experience specifically in training?

Managed multiple teams of around 45 resources in 3 different shifts (Billing, WFM Project Management) also taking care of Roster/Schedule planning, work allocation and other activities in the team.
 Working on different tools & Application i.e. PMS Pro. PMTabs, Salesforce etc. Responsible to lead conference and product call in Peak season and sharing all reports to the onshore.
 Interface between the client and the in-house production team of 300 people working in the role of HTML Programmers, Graphic Designers, and Copywriters & Quality Analyst in order to ensure timely delivery of the Projects.
 Work transition from different department. Responsible to organizing 'Team Calibration Activity', ensuring Team is aware of each client update.
 Deep Dive into the client universe to truly understand business needs, identify pain points and map a fitting way of working.
 Define production strategies, write up workflows and dig deep into tooling and system solutions.
 support the creation of documentation and training materials
 Plan calibration meetings and help build great relationships, facilitate the progress by selecting, planning, and interviewing, as well as tracking progress
 Handle on boarding of new employees with HR, facility managers and office assistants
 Help solve problems and enable great communication between teams
 Pinpoint wonderful workflows and choose the right tools and software per project, audit and streamline processes and help to introduce new software if needed
 Help nurture a positive learning environment. Investigate automation where possible.
 Conduct multiple refresher trainings within the team related to process, actively participated in quarterly Review meeting & Ops Meet with the senior management.
 Responsible for making Dashboard Report on monthly and other different Reports on weekly basis.
 Coordinating with different departments and ensuring the things are getting done within deadline.
 Responsible for handling queries, Escalations from client end. Identifying client opinion or perception about project.
 Project and make appropriate adjustments or customization as per client's requirement.
 Ensuring the project is being delivered within the dead line, SLA adherence and process management cycle.
 Taking care of billing activity and ensuring that the activity is closed within the given time, courteous and efficient service to all clients, so as to achieve a high level of customer satisfaction.

Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | No
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Conceptually, the main difference between providing “good” customer service and delivering “great” customer service is that, in the former, you are probably only barely keeping your customers satisfied; while in the latter, you are not only keeping them satisfied – you are also keeping them loyal! This is a very important distinction – and one that many services providers do not always “get”.
What according to you makes you a good candidate for this position? | "Customer First" is a mantra for any Organisation to suceed in its business. I follow this mantra.  Being responsive with positive attitue, taking accountability & ownership, understanding Customer issues as a partner and providing proactive cost effective and best solutions towards the problems before the Customer realizes would definitely differentiate you from others.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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