Subject: Trainer Candidate - Utkarsh Saxena
From: Utkarsh Saxena <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 8 Mar 2023 08:43:50 -0500

| | Tech Support Test

Name | Utkarsh Saxena
E-mail | [email-masked]
Phone Number | (91) 8130067686
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) | Rohini, New 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 | Ameriprise Financial | Service and operations professional | | 39,000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 60 days
Please briefly describe your work experience specifically in Quality? | I only have experience of customer service and operations.
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 | We came across a situation where we need to transfer 24k clients to different advisors and me and one of teammate is solely responsible for that client transfers which was next to impossible task for us so we suggested a idea by which half of our can get automated as it was repeated process and we both worked on that project to bring automation for that specific case strings which not only helped us by our quality team too as BOTs does not make errors and they do not have to review the work done by the automation also for us too as we were able to complete all the cleint transfers before the deadline and for future when we face similar situation we are able to process the request on time without getting error. Also we do regular process confirmation for all the work types to find out more ways to make our work process smooth and to increase customer satisfaction level.

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

Good customer service refers to where we are able to satisfy customer as per his/her satisfaction level.
Whereas great refers to where we go beyond and satisfy customer beyond his/her satisfaction level.

What according to you makes you a good candidate for this position? | Candidate who is a team player and continuously work towards to improve the process and contributes more other than his regular roles and duties, who gives good attention to even small details and patiently resolves problems.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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