1.

In your previous job, how were you part of the team and how did you take ownership to change a
specific outcome?
In my current role, I lead a team of CSM, consultants across the globe and work directly with
solution architect to provide customized service solutions to academic customers across the globe.
After our Q4 results were out, we realized that in our customer base in Noram region revenue per
customer was 4% less than in EMEA Region. I took the ownership to increase the revenue per
customer by 2% in the next 2 quarters. I spoke with the technical heads of the universities and
understood there current challenges/tasks that were taking a lot of their time. After a deep dive
into the issues, 40% customers had a major task of compiling there certifications and aligning it to
there candidature. I along with the development team built a feature on the portal where the
students can email/scan the document and upload the same on the individual accounts and the
same would be attached on there candidature. The manual work was reduced by 60% and we
charged a nominal fees of 3 dollar from individual student and 1000 dollars/year from the
university. We tested this with out top 10 universities and it was a success and with the word of
mouth the revenue increased by 2% in the first quarter of Q1 2022.

2. What about Amazon attracts you? Why this job?

The way amazon has changed the Indian market and made online shopping, accessible and
reasonable. The Way amazon innovated itself its very impressive. Some examples are prime, prime
now, one click purchases all these things attract me to amazon

Why is job because I have a strong Affiliation with amazon, I do my shopping on amazon, watch
movies on prime, I love the way how everything is centered around the customer and making things
meaningful. I have a lot of my old colleagues who are working with Amazon and I have heard great
reviews about the company from them.

I have been looking at the open positions and the CSM position matched with my experience well
and I was ready to explore the opportunity and be a part of this innovative company

3. What makes you feel most prepared for this role?

I have over 18 years of experience in Customer service, Technical solutions and service, project
implantation. With my vast experience I have acquired the required skills for this particular job like
People, process and product management. I have demonstrated these skills in my previous role
numerous times, like recently we had hired a team of 15 CSM’s globally and the task at hand was to
get them onboarded and live within 15 days as we have the back to school season coming up. I took
this task as a challenge and quickly developed an expedited onboarding plan for the CSM’s where
we prioritized the tasks/processed that were really essential for them to go live to be taken up first
in the 7 days and the rest to taken simultaneously when there training processed was going on. By
implementing the same with some minute changes we could onboard them in 15 days and hence
they were ready by the time our back to school season started
 4. What are some areas of weakness for you regarding this role

My biggest weakness is Networking. I didn’t realize this earlier as I was always so engrossed in my
work and working on perfecting this, this never seemed a challenge. However after working for
about 10 years I realized that I was missing on the best practice sharing withing the
colleagues/peers as I concentrated more on my tasks.

After I realized this, I decided to work on this skill more effectively, when I started my role with
SWO, as a part of my own goals one of my tasks was to network hence I initiated a call the my
global peers as my introduction call and then set up a monthly meeting to discuss just one change/
improvement that we all did in our area of scope and to share the learning.

This helped me to network better and also helped all of us to learn from each other

5. What was the biggest challenge you faced in your previous role and what did you do about it? –

“Due to high customer expectations, sometimes the customers could find no value for their money in
the product initially. However, I realized that most customers didn’t have complete knowledge on our
product and WIFT . To Resolve this issue, We worked with our sales team and organized more road
shows/university shows and demonstrated the portal to the users as well as admins. As we engaged more
with customer and told them what to expect and what not to expect in the product. We were able to show
them the value and hence could onboard 10 customers with a 1 million review in Asia in 60 days. I must say
that this was my biggest challenge, but I managed to solve it through the customer engagement program.”

6. Was there a time when you had to close on an urgent task and your manager wasn't available?
This situation happened quite often as me and my manager worked in different zones. We had to
make a global university live and it was a online event, where we had admin’s of 10 universities
globally present. While explaining the details to the customer, they realized that it would be such a
value add if we could incorporate the LMS also on the portal for them and this was a unanimous
ask. My manager was not available for this particular event as he was travelling. One of the values
is my last organization was customer first, keeping that in mind I quickly spoke with the
development team and assured them that this feature can be implemented in a week’s time we
raised there subscription fees accordingly. I knew that my manager would approve of the same as
this was getting some extra revenue to us
7. What previous role have you had that is most like this one?
My 18 years of experience has been with a focus around customer, service and operations. So the
experience in all my previous roles will help me to perform all the best levels on this one

8. Who was your most challenging customer?

Hmm Challenging customers are always there even if we give the best of our services, and I have
learned that a challenging customer can be turned to a loyal customer 99% of the times, by
continuous communication and understanding them. Because once we understand the customer
and there expectations we can always deliver amazing results with proper planning and
implementation.
 One of my challenging customers was an Australian customer who had taken our services for there
pre primary school and the biggest challenge was to make the features in our app. Online link so
easy and attractive to use that the little ones had no problems using it. To ensure that this was done
effectively. I along with my CSM’s and the developers used bright colors, icons and fonts that would
fascinate the kids and we enabled a lot of touch features as well. Now the most challenging part
was to get feedbacks to the application as our users were very different. We organized a day out
picnic at the farm and put the entire event calendar and activities on our platform and for the users
to win goodies they had to use the features and voila it worked all good. We got a lot of feedback
with continuous efforts we could implement it in the next 3 months with a success rate of 65%

9. Give me an example of a time when you did not meet a client’s expectation. What happened, and
how did you attempt to rectify the situation?
Since its product and service we give to out customer’s there are many times then the expectations
are not met however what works for me is to accept the issue work on plan chalked out with the
customer and keep a tab on the implementation. During my stint as an Team Lead – a customer
had asked to implement the adobe photoshop products on the portal.
When we were taking the customer through a test run, the customer showed his dissatisfaction on
the price point as he was a gold customer of adobe. I took some time from the customer, went back
to adobe and we worked on a new price point for the customer under a new arrangement where if
the customer didn’t consume the said licenses the vendor had the flexibility to increase the price

10. When you’re working with a large number of customers, it’s tricky to deliver excellent service to
them all. So how do you go about prioritizing your customers’ needs?
- Aligning the CSM basis there skills with the customer needs
- Then also its not always a win-win situation, to overcome the same we align with the customer
- Situation – old CSM with a new PHD university
- Tasks – to align everyone and understand the issue
- Action – understood that the customer wanted to stay with the old traditional methods and
didn’t want to implement anything new
- Results - win-win for everyone
-
11. Tell the story of the last time you had to apologize to someone.
With the services we provide when after multiple test runs, testing’s there are times when the
things don’t go as planned. During a demo call with one of our customers the portal didn’t show all
the features that we promised to the customer and hence we lost the customer. I had to apologize
to the sales director explaining him how due to miscommunication an advanced feature of the
product was available and not the one the customer wanted
Action – I learned that even before a demo call where all the stake holders are present we should do
a test run with the requestor and the sales team to get an insight on the features
Results – we have implemented this to all the customers, and we have seen a success rate in
acquiring new customers go up by 4%

12. Tell me about a time when you had to leave a task unfinished.

13. Tell me about a time when you had to work on a project with unclear responsibilities
14. Tell me about a time when you gave a simple solution to a complex problem.
15. Tell me about a time when you invented something
16. Tell me about a time when you were wrong
17. Tell me about a time when you had to work with incomplete data or information
18. Tell me about a time when you influenced a change by only asking questions.
19. Tell me about a time when you solved a problem through just superior knowledge or observation.
20. Tell me about a time when you mentored someone
21. Tell me about a time when you made a wrong hire. When did you figure it out, and what did you
do?
22. Tell me about a time when you couldn’t meet your own expectations on a project.
23. Tell me about a time when a team member didn’t meet your expectations on a project.
24. Tell me about your proudest professional achievement
25. Tell me about a time when you went way beyond the scope of the project and delivered.
26. Describe a time when you saw some problem and took the initiative to correct it rather than
waiting for someone else to do it
27. Tell me about a time when you took a calculated risk.
28. Tell me about a time you needed to get information from someone who wasn’t very responsive.
What did you do?
29. Tell me about a time when you had to work with limited time or resources.
30. What would you do if you found out that your closest friend at work was stealing?
31. Tell me about a time when you had to tell someone a harsh truth.
32. Give me two examples of when you did more than what was required in any job experience.
33. Tell me about something that you learnt recently in your role.
34. By providing an example, tell me when you have had to handle a variety of assignments. Describe
the results.
35. What is the most challenging situation you have ever faced in your life? How did you handle it?
36. Give me an example of a time when you were 75% of the way through a project, and you had to
pivot strategy–how were you able to make that into a success story?
37. Tell me about a time when you did not accept the status quo
38. Tell me about an unpopular decision of yours.
39. Tell me about a time when you had to step up and disagree with a team member's approach.
40. If your direct manager was instructing you to do something you disagreed with, how would you
handle it?
41. Give me two examples of when you did more than what was required in any job experience.
42. Tell me about something that you learnt recently in your role.
43. Tell me about a time you knew you couldn’t do everything the client wanted. How did you
prioritize, and what was the outcome?
44. Give me an example of a time things went very poorly in a customer interaction or when delivering
a service or product. How did you try to make things right?
45. In your experience, what makes some customers especially difficult to manage while others are
easier?
46. Tell me about a time you chose to apologize for doing something wrong, even though you weren’t
100% sure it was your fault.
47. Have you ever obsessed over giving high quality service to a customer?
48. Tell me about a time when you had to make a difficult short term decision to make long term gains.
49. Tell me about a time when you took on a task that went beyond your normal responsibilities.
50. Tell me about a time when you took it upon yourself to work on a challenging initiative.
51. Tell me about a time when you failed to simplify a process and what you would have done
differently.
52. Tell me about a time when you innovated on something and it went wrong.
53. Tell me about a time when you changed a process at work through either an innovative new way or
simplification.
54. Have you ever invented a service, product, or process that could truly be described as unique?
55. Given me an example of a time that you were faced with a complex problem, but the solution you
designed could be described as simple.
56. Tell me about a time when you had to rely primarily on your judgment to solve a problem because
there was limited data available.
57. Tell me about a time when you had to make a decision with a partial data set?
58. When was the last time you made an incorrect decision?
59. Tell me about a time when you incorporated a diverse set of perspectives into solving a problem.
60. Tell me about a time when you had your beliefs challenged and how you responded
61. Tell me about a time when your superior command of the underlying facts or dynamics of a
situation helped you make a good decision.
62. Tell me about a time when your ability to ask probing questions is what helped a group or
individual reach a solution?
63. Tell me about an experience you went through that changed your way of thinking.
64. Tell me about a time when your curiosity helped you make a smarter decision.
65. Tell me about the most important lesson you learned in the past year
66. Have you ever coached someone successfully?
67. Tell me about the best hire your ever made. How about the worst? How did each situation play
itself out?
68. What qualities do you look for most when hiring others?
69. Who is the most important person in your life and why?
70. Have you ever been on a team where a team member wasn’t doing what you expected of him or
her?
71. Have you ever been unable to meet your own expectations? Why?
72. Tell me about a time when you raised the bar.
73. Tell me about a time when you motivated a team to go above and beyond.
74. Tell me about a time when you were dissatisfied with the quality of something at work and went
out of your way to improve it.
75.