Subject: Trainer Candidate - Pulkit Agarwal
From: Pulkit Agarwal <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 14 Oct 2021 08:16:13 -0400

| | Tech Support Test

Name | Pulkit Agarwal
E-mail | [email-masked]
Phone Number | (91) 7838678450
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) | Crossing Republic 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 | Conneqt busness Solutions | Senior ProcessTrainer | 14 Oct 2021 | 41500
Previous Employer 1 | International Youth Club | Sales Trainer | 22 July 2020 | 38000
Previous Employer 2 | IBM | Process Trainer | 12 March 2018 | 28000

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

Please briefly describe your work experience specifically in training?

Product & Process Trainer - Conneqt Business Solution, Noida
July 2020 - Present Date
Payments Bank & Insurance Process
• Train new team members on the overview of the business and on customer service.
• Prepare training materials such as outlines, text, and handouts and present information, using a
variety of instructional techniques and formats such as role playing, simulations, team exercises,
group discussions, videos, and lectures as well as develop alternative training methods if expected
improvements are not seen.
• Tailor specific training programs to employee growth and retainment, career path assistance, etc.
• Be the point of contact to maintain all the process changes, process documents and later train the
teams on any changes.
• Develop, Tweak and maintain training procedure manuals, training content and guides, and course
materials.
• Conduct In-house Workshops, Co-ordinate with External Trainers to help the teams learn what is
required for their role.
• Involve in the hiring process to analyze the candidates on Voice & Accent/ Soft Skills areas.
• Collate the training results and documentation of the same to present to the senior management
weekly/monthly.
• Ongoing call listening sessions with the teams and providing feedback to help them get from 70% or
lesser to 90%+.
• Live call barging and buddy jacking with the bottom quartile callers to provide instant
correction/feedback.
• Manage required inputs to the client and feedback to the team (As required).
• Manage escalations with required inputs.
• Manage Assigned Team, responsible for the overall personnel, performance & discipline.
Sales Trainer - International Youth Club, Delhi
March 2018 - July 2020
Adventure & Leisure Travel Process
• Prepares new sales representatives by conducting orientation to sales process; developing individual
coaching plans; providing resources and assistance; scheduling orientation drive-alongs with senior
representatives.
• Determines training needs by traveling with sales representatives; observing sales encounters;
studying sales results reports; conferring with sales managers.
• Develops individual results by maintaining policy and procedure resources; providing coaching;
conducting training sessions; developing outcome improvement resources.
• Improves training effectiveness by developing new approaches and techniques; making support
readily available; integrating support with routine job functions.
• Supports training financial objectives by recommending budget items; controlling costs.
• Updates job knowledge by participating in educational opportunities; reading professional
publications; maintaining personal networks; participating in professional organization.
• Accomplishes sales training and organization mission by completing related results as needed.
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Employment History
Process & Product Trainer - IBM, Noida
March 2014 - March 2018
Airtel Nodal/Appelate process
• Impart Process training to new hires, customer services on ICRM and Packs.
• Mentor new team members and orientation programs.
• Quality Audits.
• Customer service – Resolving queries within TAT.
• Maintain agent’s performance data for the floor to formulate action plans.
• Daily team huddles, sharing reports and percentage variance on productivity, handle time,
compliance and Customer Satisfaction scores.
• Live call barging and buddy jacking with the bottom quartile agents to provide instant
correction/feedback.

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 most difficult situation i have ever faced in my training carrier was when a got the batch of 7 trainees and out of seven, three trainees were have skill set mismatch issue they do not know the basic of banking and the word of banking was even seems like new to them.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service focus on delivering or slightly exceeding what customers expect from your company and its solutions. However, great customer service  contrast exceptional customer service requires that you go above and beyond customer expectations,

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

An confident instructor, able to establish rapport quickly and conduct the training sessions with clarity
and enthusiasm.

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

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