Subject: Trainer Candidate - AJAY KUMAR GOTTAM
From: AJAY KUMAR GOTTAM <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 13 Oct 2021 06:35:12 -0400

| | Tech Support Test

Name | AJAY KUMAR GOTTAM
E-mail | [email-masked]
Phone Number | (+91) 8074382887
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) | DLF phase III, 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 | Jindalx | Training -Assistant Manager | | 60000
Previous Employer 1 | Medi Assist | Training -Assistant Manager | 07/04/2021 | 48000
Previous Employer 2 | Vertex customer care solutions | Trainer | 05/2018 | 35000

If Selected, how much time do you need to join? | 30 days

Please briefly describe your work experience specifically in training?

Training:

.Worked as Assistant Manager -Training
• Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
• Draw an overall or individualized training and development plan that addresses needs and expectations
• Deploy a wide variety of training methods
• Conduct effective induction and orientation sessions
• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
• Manage training budget
• Provide opportunities for ongoing development
• Resolve any specific problems and tailor training programs as necessary
• Maintain a keen understanding of training trends, developments and best practices

Quality:

• Create & maintain timely & accurate QA database.
• Checking Target Vs achieved KPIs.
• Maintain feedback sessions trackers with Agents.
• Design and maintain the data of call monitoring formats and quality standards.
• Compile and track performance at team and individual level.
• Provide feedback to team leaders and managers.
• Prepare and analyze internal and external quality reports for management staff review.

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 toughest part of the job is definitely dealing with certain clients. When they give our company representatives a hard time, doing our job becomes tough. On the other hand, when you get a great client, and develop a strong relationship with them, it is probably the most rewarding parts of the work
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?

1. Candidate should  a highly motivated, result-oriented individual, willing to go an extra mile to reach goals and learn along the way.

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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