Subject: Trainer Candidate - Lokesh bhasker
From: Lokesh bhasker <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 11 Dec 2022 08:20:49 -0500

Tech Support
Test

Name

Lokesh
bhasker

E-mail

[email-masked]

Phone Number

(97183437777) 9718343777

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)

Greater 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

MattsenKumar Service PVT
LTD

Technical Quality Consultant

Currently working

24000

Previous Employer 1

Previous Employer 2

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

25-30 days

Please briefly
describe your work experience specifically in Quality?

I have
experience with CX in the Technical Support and IT Services industry. My role is
a mixture of supporting clients with complex technical systems, training agents
on new equipment, online/offline monitoring of the USA, UK, Canada based
technical calls related to the HP printer and computer. Identify and give
feedback on shortcomings in soft skills and process knowledge. Audit calls based
on the set parameters and guide the agents for correct troubleshooting
steps.

Have you worked as a Quality Manager in a Call
Center/Customer Service/BPO Environment?

No

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

I had one of the agent from my team was doing a huge mistake
regularly which was really impacting to the business. Our organization told the
manager to take an action against him so that manager came to me and asked about
that agent and told me that organization was thinking to fire that agent so he
told me to provide his bad quality report so that he can take an action. I told
to my manager that I can do work on him and I will show you the improvement on
him you no need to take a hard action so he gave me 3 weeks of the time to
improve his quality and that was my difficult time because I had very less days
to so them that agent improvement. I start work on that agent to improve his
quality provide trainings to him, gave a proper feedback so after that he showed
his improvement which was very good from his last performance.

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

According to me a good customer
service agent will get the problem solved eventually but the great customer
service agent solved the customer's problem immediately. A great customer
service team not only puts a smile on your customer’s faces, but also helps
your organization understand them.

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

My skill
set is a perfect match for this job requirements. I am a highly motivated,
result oriented individual, willing to go an extra mile to reach goals and learn
along the way. I am confident that I will thrive in this position, seeing that I
have all the skills that you are looking for.

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

4