Subject: Trainer Candidate - Pooja Kumar
From: Pooja Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Nov 2021 06:12:07 -0500

| | Tech Support Test

Name | Pooja Kumar
E-mail | [email-masked]
Phone Number | (011) 7838122221
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) | New Delhi, India

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 | Mattsen Kumar | Manger Quality and Process Excellance | Sep 21 | 61000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 10 days

Please briefly describe your work experience specifically in Quality?

Lean & Six Sigma Green Belt Certified, a savvy & accomplished Operations professional, offering 10 years of rich experience in driving Operational Excellence, Process Reengineering and Trainings to achieve stellar growth across Telecom and E-commerce sector
Experience in process improvement projects based on operational excellence initiatives using Automations leading to cost & time reduction, quality compliance, TAT improvement and SLA/ KPI Management
Built strong working relationships with key stakeholders for smooth business operations,  experience of implementing innovative procedures and service standards for business excellence
Led the conceptualization, execution and delivered trainings on Idea Management in the process
End-to-end project management: identified the existing bugs and vulnerabilities in the project and ensured resolution of the same within stringent time frame for successful delivery; distinction in application of DMAIC methodology in order to successfully accomplish the project
Strong business acumen with accomplishments in saving time by 2 min / 5 QA every day, 10 min each day and 300 min monthly, 3600 annually
Quality Management System: Proven track record in implementation of Kaizen methodology for significantly saving the time per QA
POC for escalations: Proven track record in handling escalations thereby, ensuring highest levels of customer satisfaction through problem-solving skills and First Time Right Approach
Contributed in development of new processes & transitioning old ones; delivered extensive knowledge on Business Process Management (BPM), BCP and Process Documentation
Functioned as an Internal Auditor; worked closely with the external auditors and ensured robust adherence as per ISO guidelines
Key strategist with skills in driving productivity initiatives in a manner that improves operational execution
Skilled People Manager, guided large teams, undertook people development function, monitored overall functioning of processes, identified improvement areas and implemented adequate measures to maximize output using motivational leadership; gained rich experience of working in a fast paced, change oriented and multi-cultural environment
Excellence in infusing new ideas and taking enterprise-wide value-chain (end-to-end) approach to unlock maximum synergy to attain larger incremental scale impacting top-line growth and bottom-line savings

Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | Yes
Please tell us below in 300 - 500 words about the most difficult situation in your experience as someone who is responsible to manage and bring improvements in quality of your team | Change Management

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)

Good when you meet all expectations
Great when you have be more in your job

What according to you makes you a good candidate for this position? | I have skills and experience as per designation.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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