Subject: Trainer Candidate - Samarth Saxena
From: Samarth Saxena <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 3 Mar 2023 02:25:33 -0500

Tech Support
Test

Name

Samarth
Saxena

E-mail

[email-masked]

Phone Number

(91) 9015633331

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)

Delhi

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

Classplus

Training
Manager

01/03/2023

49000

Previous Employer 1

Uflex
Limited

Assistant Manager

01/06/2021

40000

Previous Employer 2

Concentrix

Customer
Support Executive

12/12/2017

17000

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

Immediate Joiner

Please briefly
describe your work experience specifically in Quality?

I have an
hands on experience in training, customer management, and team handling.

In my previous role my task was, onboard new joinees and train them.

After support and quality improvement with further need analysis and training
provision.

I was promoted from Tech Support Executive

where my task was customer issue resolution and escalated issues over call and
mails through different departments and stakeholders. and improving quality
support of Chat and mail team

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

I have two

1- Company sales was declining due to lack of product knowledge in Sales team

hereby, the plan of WSB (Wednesday Skill Builder) was implemented where every
Wednesday a training was delivered from my end to the Managers and Team leads
about Product and its features and Sales strategy which increased the sale of
700 per unit per month to 1000 per month

2. As a tech support executive the count of tickets were increasing with minimum
solution, there a solution was proposed of RCA (ie., if any ticket get escalated
then an RCA has to be taken to find why the issue was escalated and from which
team and the TAT was decreased for resolution. the quality of different teams
was resolved as the better way of solution was proposed in RCA and I became a
First POC for chat & mail team.

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

A good customer service can be achieved with
resolution in minimum time.

But a great customer service if finding the root cause of the issue and
resolving it, so that issue never be raised again with any
customer.

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

I have a varied knowledge in multiple fields,
which help me to understand business need better.

1 - creativity

2- sales

3- customer operations

4- Marketing

helped me to excel in any role and a good candidate for not only this but any
role in an organization

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

5