1) Customer Obsession:

a) Situation when you had to push back and say no to a customer’s request:
Situation: At my last job, as I was going through some of the backlogs issues raised by
the client. I came across a ticket which had been in our bucket for significantly long
period of time. When I went through the description i saw the anger and irritation inside
the customer mind.
Action: As an Employee, my primary goal was to resolve the issue at the earliest.
Task: I went through the records and I found out that customer did completed his
required task on time. But it was the problem with the fitbit which was not reporting the
task properly. As per

Work ex:

 Situation: "At my last job, a customer came in cursing and yelling

—the works. He wasn’t able to get rewards on time.

 Task: “I was the rep working at the counter that day, so I was
responsible for handling customer inquiries and returns. I knew the
customer’s reaction was out of frustration, so I didn't take it
personally and I made sure she knew his concerns were being
heard.”

 Action: “I listened carefully and apologized. I explained that I

wasn't able to proceed with a cash reward without proper data to
backup, but that I could help him replace his fitbit watch which was
the source of the problem. I talked to the onground team and
requested them to visit customer place at the earliest and help him
exchange his fitbit watch. And the very next day, I rechecked with
the customer about the device being replaced

 Result: “the customer was satisfied with the new fitbit product”. She
even helped us onboard new customers for our clients by doing
mouth publicity regarding the fair policy at cigna. And we both were
in a win win situation

Internship:

Situation: working on weekends, was becoming a trend in the name of

startup.

Task: Nobody was ready to ask for holiday/ break from work life and
it was directly impacting our project work. Being the guy which has
already seen the corporate world it was my responsibility to ask for a
break

Action: “I asked MD , sumit and explained him about the problem

a) Repeated request from team of how their life has turned boring

b) Not able to balance between personal and professional life

c) In turn affecting the total output

I suggested some fun events online like:

a) “Chai pe charcha”

b) Saturday the fun day

c) Office quizzes and Pep talks

Result: Everyone was more than happy, we came up with lot of

new ideas and we as a team were able to complete the entire
project before our required deadline(7 days)

 Situation: "While working for ABC Furniture Company, I received

a phone call from a customer who was angry because the sofa he
wanted to order was out of stock.”
 Task: “I was the rep handling the hotline for customer inquiries. I
understood the customer’s frustration, and I apologized for the
inconvenience.”
 Action: “I looked up the inventory in the company database. I
explained to the customer that his desired sofa would be out-of-stock
for another two weeks. So I offered two potential solutions. My first
solution was that we could send a similar sofa with his preferred
color within the next day. The second solution was that we could
schedule a delivery in two weeks when the sofa with his preferred
color and model was available, and also send him two matching
throw pillows and a blanket for free due to the inconvenience.”
 Result: “The customer appreciated that he had a choice in what to
do, and he decided to wait the extra two weeks for his preferred sofa.
The sofa and extra items were delivered within the two-week time
 frame, and he gave us a five-star review for service on his post-
purchase customer satisfaction form."

2) When did you evaluate the experience of a customers for using your
product or service?

Internship: E-commerce photoshoots, Meerodrop: Talked to customers on

phones, learned from their experience through on facebook groups and in
some cases contacted them as a sales agent.

Amazon Ace, Infosys Ingenious, ITC

Work: fitnessally app, during the design phase of our website

LEARN & BE CURIOUS

1) A situation when you had to work outside your comfort area voluntarily?

Work exp: When I was asked to join the meeting which was attended by the VP of
client the subject matter expert. I was bit nervous and had little knowledge about the
working of platform. As I was still during my intial days.

Made a point of learning a lot about the platform, and took the task in the next
meeting which was 1 month later. Got appreciated for some suggestions I provided
and eventually it become a normal matter for me.
 Got rewarded by the VP as the brightest star among all participants

2) I was asked to undertake a project on launching an all together new vertical at meero.
My manager had first impression of me being enthusiastic and love taking challenges.
I knew that resources would be very less on internet and since it was all new vertical,
there was high prob. That I won’t be able to complete the project on time.

Still took the challenge, because I love challenges=> Walk an extra mile. Learned to
work with multiple teams and get insights from them.

At the end was rewarded with best intern award and was also offered full time
opportunity with meero.

Something you improved upon while working in your previous organization or

increased its effectiveness?

1) Delegating work among team mates,

2) Curiousness to continue raising my knowledge level=> reading newspapers,

talking to industry experts, job hunt

3) Insisting on effective utilization of my time:- CAT prep

4) Curiousness, Deep dive nature and trying to put myself in customer shoes.

Are Right, A Lot

Tell me about a time when you made a bad decision:

1) Amazon ace team formation

2) JEE preparation

3) During Internship didn’t made great contacts with different teams, instead tried to
stick around with people along which my work revolved. Could have resulted in
far better output.

4) Went through the talks of seniors and didn’t focussed too much on CG at IIM
Lucknow
Strategic decision you had to make without any clear data or resources:

1) CAT vs Deloitte USI

Frugality?????????
A time when you had to complete a project with limited resources

1) College final Year project: Group allotted had little to no expertise in web
development coding aspect. Had to take help from people in PhD, freelancer to
complete project

Have Backbone; Disagree & Commit

A situation when you felt really strongly about a particular approach but the team decided to go in
the other direction?

Infosys Ingenious: Covid Pandemic=> Team proposed ideas on the line of VAR experience.

I suggested, this idea wouldn’t work in countries like india, and asked them to focus more on
how to start conducting matches in staggered way.

But at the end, most of the ppt was about VAR experience and increasing penetration of VAR
in india

Bias For Action

A time when you thought that your team and work was not moving at the required pace:

Example of A&M competition – perfunctory results, deadline extended, campus chill happening.

Flipkart Wired – college coming back prep, look back, feel bad, we should have given our best

Internship: Everyone from different college, no direct face to face interaction in initial days and
didn’t showed any central leadership. Resulting couldn’t come up with any specific plan and had a
very bad impression. I made a mistake of not taking ownership even though being the senior most
among the bunch of people. Quickly realized, brought everyone on the same page, delegated work
and came up with our overall approach.
Work Ex: Had to onboard a new resource in the team, asked to deliver the required KT sessions.