Subject: Trainer Candidate - Deep Kammal
From: Deep Kammal <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 2 Sep 2022 00:04:46 -0400

Tech Support
Test

Name

Deep
Kammal

E-mail

[email-masked]

Phone Number

(+91) 7870456244

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 using other transport like
Rickshaw

Where do you currently live (area)

Sec 62, NOIDA

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

Teckvalley India Pvt. Ltd.

Sr. Associate

Currently
working

32,000

Previous Employer 1

Tech Mahindra Ltd.

Associate

May 2021

27,000

Previous
Employer 2

Cherry E commerce Pvt. Ltd.

Sr. Executive

Jan
2021

33,500

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

1 Month (Negotiable)

Please briefly
describe your work experience specifically in Quality?

I am a
certified Corporate Trainer, Train the Trainer and Soft Skills Trainer from ILA.
I have experience in training in domestic and international processes with a
average batch size of 18-20.

Currently I provide training to Indian team and US team which consist of process
training and soft skills training, OJT, Certification, TNA & TNI,
refreshers.

With Tech Mahindra, I worked as an Aux Trainer to train Flipkart Non Large and
Flipkart Call Me Back batches.

In Oman, I trained to customer care teams of English Radio Station "Merze FM"
and Y Magazine with SABCO Media LLC; and for 1 year to customer care teams of
"Renna Mobile" with United Media LLC.

I have worked with this organization in past and know the work culture and
environment which will help me to transform new and existing employees the asset
of the company.

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

With my current client in the current company, 1 home owner
was so irate and to handle her was a very difficult task. There was an issue
with marble top, marble top had spots in the kitchen and this was not covered
under the warranty given by the builder and the top was discontinued from the
supplier/manufacturer. As a good gesture, Builder approved a non warranty claim
and replaced the top with another one. Now Home owner started to raise the
quality issue and said new top is very low in quality. The case had escalated to
me and I discussed with the builder and then shared all the terms and conditions
to the home owner and convinced her that this was an non warranty item and you
need to pay approx. $1200 the cost of the top and labor charges but as a good
gesture, builder helped you and not charging any additional cost.

The Home Owner was responsible because she didn't go through the Warranty Manual
given by the builder and I was responsible to handle the customer.

It helps us to convince our Builders for the following:

1- Do not to entertain any non warranty claim if there is any issue with the
supplier or material.

2- Always take consent and make duly signed agreement with the Home Owner.

In terms of improvement, my team learnt how important the guidelines of warranty
manual and need to be stick with them. every time share the clause number and
details to the home owner for warranty and non warranty claims

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

In good customer service,
advisor will take care all the issues and will provide the best possible
resolution.

In great customer service, advisor will take care all the issues and will
provide the best possible resolution along with WOW experience. Sometimes
customer don't get any resolution from the advisor but still satisfied and happy
from the advisor by on time apology, empathy and assurance. If the advisor
communicate with the customer nicely and provide the complete information like
what advisor is doing for customer, how much time it will take etc. make
customer happy and satisfied.

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

There are several reasons as
follows:

1- Client always trust more those companies which hire a certified trainer

2- My global experience with international process with UK and US clients

3- Very familiar with the work culture of your organization which makes me more
understandable to set the mindset how to work in an efficient manner so
employees and organization both can be benefitted

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

4