Subject: Trainer Candidate - Jyoti Sharma
From: Jyoti Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 5 Apr 2023 01:26:04 -0400

Tech Support
Test

Name

Jyoti
Sharma

E-mail

[email-masked]

Phone Number

(91) 7065635820

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 only using Metro

Where
do you currently live (area)

Loni Ghaziabad

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

SBI CARD

Customer
representative

18 Dec 2018

11044

Previous Employer 1

OPTUM

Claim associate

4 March
2022

20534

Previous Employer 2

MERCER

Process Developer

9th June 2023

34577

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

2 months

Please briefly
describe your work experience specifically in Quality?

I worked
with SBI card as customer service representative there in know how to audit
calls and chat where what actual skills are required. I am suitable for the job
title

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

When i was Optum there was given a team for 15 people there
was only accountable person for their training where i had no idea about
handling team and managing work load together at a same time but i still handled
that team taught them the claim processing and claim adjudication also audit
their claims sending them SLA’s report with them and showing their performance
to upper management. However i achieved the given task and completed on
time.

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

Good
customer service us providing required information to the customers and Great
customer sevice also explanis the other work like provide then the offer and
resolution over the call for their better help and better experience for
future.

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

A good candidate must understand the pain of a
customer which suffers with various of problems related to product that we need
to make them understand what is that and how it can be handled reduce call and
chat volumes.

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

5