Subject: Trainer Candidate - Vishal Agarwal
From: Vishal Agarwal <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 30 Nov 2021 18:07:44 -0500

Tech Support
Test

Name

Vishal
Agarwal

E-mail

[email-masked]

Phone Number

(+91) 9634772899

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)

Gaur City 2, Noida
Extension

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

TrueHomez India

Data Insights and Strategy
Analyst

30-07-2021

Previous Employer 1

Virtual Employee Pvt.
Ltd.

Senior Executive

19-01-2019

Previous Employer 2

Incedo inc.

Technical
Support Engineer

07-09-2017

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

1-2 day

Please briefly
describe your work experience specifically in training?

Key
responsibilities included:

Onboarding new hires into training which included 6-8 weeks of training where
product, culture, cadence and more skills are given to new hires before started
on live interactions with help of 70% mock sessions and feedback sessions

Prepare training materials such as infographics, handouts, interactive courses
and present information using variety of instrumental techniques and formats
such as simulation, role playing, mock sessions, team exercises, group
discussions, videos and also develop alternative training methods if expected
improvements are not seen.

Tailor specific training programs to employee growth and career path
assistance

Become first point of contact and floor supervisor during learning curve and
also provide refresher training on various changes and updates for process
improvement

Develop, tweak and maintain training procedure manuals, content and guidelines
for course materials.

Involve in hiring process to analyse candidates interpersonal skills and soft
skills.

Collate the training results and monthly reports to present and share status to
senior management as required or requested.

Mentoring  and  coaching  new  hires  and  junior  team  members while
maintaining business SLAs.

TNA, TNI, 1-1 feedback sessions, training schedules and induction training.

Create interactive courses, develop best practices and standard operating
procedures to meet SLAs and other business parameters.

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.

Most difficult situation I have faced while
managing or training a team is during June 2020 during period of COVID-19, when
I lost 3 of my oldest team members, an impeccable resources, but there we saw an
opportunity for other team members to step up to fill the void and in the mean
time we utilised other resources to find the right candidate by analysing the
performance as 2 of 3 resources were at mid senior level of the team. Although,
It shouldn't have been the toughest or most difficult situation however, even
though we manage to fulfill the SLAs still we constantly lost clients due to
budget cut offs and employees even had fear of job loss which impacted the
overall performance. However, we started a new initiative to reduce the fear as
well as encourage them to perform even better by first starting fun activities
for kids of staff virtually and second shared new incentive plan and also
relaxation in promotion and growth parameters as this was an informed decision
based on results of survey conducted by us accross organization as an online
activity given to staff by our team to understand the solution to motivate
employees.

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

- Good
customer service is just meeting expectations however, great customer service is
exceeding the expectations.

- Good customer service is when customer is getting the resolution on call
however, great customer service is when customer gets the resolution on first
call and satisfied with the resolution.

- Good customer service is customer called and gets resolution however, Great
customer service is when service provider personalize the conversation, and make
customer feel valued.

- Good customer service is when customer calls for something with no resolution
just doesn't deny for it straight however, great customer service is when
customer doesn't gets a resolution over the call even though have a exceptional
experience by making them understand the details and logic with a healthy
conversation and feels satisfied before the call is disconnected.

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

Nothing special I am usual candidate just others however, I
have keen eye to numbers, data and customer experience across the globe with
multiple multinational companies. I understand the value of customer delight
proved over the past years with my numbers for CSAT. I believe in "Manners
Maketh Man and Practice Maketh Gentleman - William Hormon" which is why I
emphasize on best practices and customer delight. Candidates could be many
however, only a few like me have dedication, potential, and creativity with an
unorthodox approach for business process improvement.

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

4