About myself:

My name is Johan García, I’m twenty years old and I live here in Tegucigalpa, I'm studying social
work degree in UNAH and I’ve been studying this degree for two years. I like to describe myself as
proactive, dedicated and helpful person and I always want to improve my skills more. My previous
job was in a printing store called "Alpha Print". There I was able to learn and develop skills in the
matter of customer service, I was working there 2 years with 4 months, so therefore I’ve got
knowledge about how to deal and treat with customers.

One of my favorite hobbies are listen to music, watch animes and movies, play videogames,
and sharing time with my friends and family as well.

What are your goals in life? – Where do you see yourself in 5-10 years?
Well, that's a good question, my main goals are, firstly finish my university college to take forward
the quality of life of Honduras, and well, get my own car and house and also could be travel to
Germany.

Well, firstly I see myself ending my University college and becoming as professional agent, and get
my own car and house.

What did you learn in life’s course?

I've learned that you can go far if you give your best effort and if you fail in the attempt you
don’t have to feel bad for that, because that’s sign of progress.

What did you hear about us?

I’ve heard that this is a great company that has a good workplace, people here are nice and
professional and it has schedule flexibility

What motivates you to get a job?

To me is the feeling of being responsible and professional at the workplace, as well I always try to
take the opportunity to get better every day.

What's customer service to you?

To me it’s the labor of providing any kind of interaction, and, this interaction is based of improving
relations between the customer, the company and its product.

How did you hear about us?

My sister told about this company and also she told me you were hiring people, and well that's
the reason I'm applying here and I want to join.
What were your responsibilities in your last job?
I used to attend the customers, sometimes took their calls for their orders, photocopied and
printed, document handling and I offered and sold products from the store day by day.

Why did you leave your last job?

For the reason I left was, I wanted to find a job more challenging where I was able to develop new
skills and abilities.

Why do you want to work in a Call Center?

I have experience with customers' dealing and I always treat them with priority and make them
feel I'm the chosen one to solve their problems, and I have self-confidence to address any
situation that they could put me on.

What do you know about us?

During my time here, I have discovered that this company treat and assess very well its
employees, as well you give them a good training to improve their skills and mistakes.

How long do you plan to work with us?

As much as I can, I see myself working here for more than 3 or 4 years.

What are your expectations of this job?

My main expectations are being with people which making a work team we can fulfill line of
business’ goals, and deliver our best customer service, get better every day together.

Why do you want to work here?

From my point of view, the company has a very friendly environment and I take it as important
point because work in a call center can be tough, so it's nice to have positive outlook. Also, I want
provide my skills to the company, meet new people, improve my performance, and grow
professionally. Also, this is my kind of job I see myself working here a lot of time to be honest.

Why would you like to be in ----?

From my point of view (---) is a great place to work I heard that this company is recognized as one
of the best call center in Tegucigalpa, it has a lot of benefits, I’ve got some friends work here.
Why do you think that you're a good fit for the company?
I’m creative in many situations with customers from my experience I can say that they are always
waiting for good treatment during their interaction with the company, and you have to be
attentive with them in my case I look after for their desires like for example he or she wants a
better price, benefit or is looking for an exchange of product, etc. And you have to accomplish
such desire. So there it is the point of the creativity reach the goal which you’re trying to reach
through your ideas. I always considered that creativity is essential key in life because like I said
before it helps in a lot in situations and it is very effective.

Why should we hire you?

Because I'm good with interpersonal situations, really determinated to solve problems and I
always try to keep the customers comfortable with what they want, and well I already know you
work with people that mostly part of the time are upset so, if they have a quality treatment they’d
be satisfied, and that's exactly what a company is looking for, and as well that's something that I
can do with no problem. If you hire me, I can assure you that I'll fulfill your expectations.

What you can contribute to the company?

Absolutely, I have a great mood with my partners and I am very positive in terms of bring
encouragement and support to my team.

How would you deal with angry-negligent customers?

I'd be patient, I’ll make them feel like I'm the right person to address the situation they’re going
through and I'll listen their issue, then I’m gotta ask some questions to the customer in order to
figure out what’s going on, and finally I'm gonna act for the resolution of the problem properly.

How do you work under pressure?

I'm very patient with any situation and I take my time in order to perform a good job every time
and often I try to avoid be in a rush, because I think that if you're in a rush you aren't able to make
your things in the right way that you're expecting and this quality make me able to deliver a nice
development in the situation to be under pressure.

How you can achieve best customer satisfaction?

By resolving all their issues, show appreciation and have them informed about their bills or
payments and company's products and services.
Do you have flexible schedule?
Yes, I have a very flexible schedule.

Well, I don't have any other responsibilities aside of my studies, so I think won't be a problem.

Would you be able to work weekends and holidays?

Yes indeed, I will be available.

May I have your home address?

Yes, of course my home address is Col. La Travesia, sector El Palo

What about your skills/abilities?

Well, my main skills are I'm very diligent person I really enjoy manage any task or assignment in my job
always expecting a successful outcome, as well I'm very organized and I prioritize everything I’ll need in my
job and another one is I’m very good with multitask I’m able do two tasks at the same time like talking by
phone call whilst I’m handling any order from the customer.

Which are your strengths and weakness?

I’m Perfectionist and I criticize myself

I’m responsible, patient, versatile, enthusiastic, kind and attentive

How you delivered excellent customer service at your last position?

Well, once a regular customer and a friend of mine ask me a huge favor by phone call and was if I
could photocopy and arrange part of her study guides for all children at the school where she
works; that same day. I remember that day she told me she was in a difficult situation and would
take time to solve it. So therefore, she couldn't sort all the guides by herself, I answer her that will
take time but don't worry I'll do my best to make them, so what I did was took three photocopier
machines to make around 300 guides were like 700 pages for all, when the photocopy process
ended, I arrange and stapled almost all the guides properly, I think for the whole process took me
around an hour and a half, but finally everything went very well. Then later she came to the store
later in the night and received her study guides and well she was delighted and thanked me a lot
for the service I provided her, and she gave me a great pay and brought me food and lastly, she
left the store feeling very happy and satisfied for my service. To me that was a great customer
service that I’ve given at my last job.

Tell me about a time you have a customer service mistake, an}d what did you do to resolve
the situation?
I remember once when an important customer asked me to made like 60 copies with information
and picture about a stray dog, and she told me to put the notice of reward regarding dog's finding
and well I made the warning well, I photocopied all pages, basic information was provided
successfully, I thought nothing goes wrong. I did it all and I didn't notice that reward's info weren't
in the pages and when she came to the store I gave her order and she noticed immediately that
there weren't anything about rewarding information, and she got mad and started to arguing, she
was right to do it because she told me before that, well I what I did was told her "I'm really sorry
for that and yes I'm aware for the mistake and assumed it I'm going to fix it right away", I was
patient and kind in whole trouble and I calm her down. what I did at once was suggest her that I’m
going to write down the information at the bottom of the pages by hand, because there was
some space right there; and well she reacted peaceful and just answered me "Alright do it" and,
oh by the way I told her "Don't leave the store this will be quick" and I was let's do it then I wrote
with a Sharpie "reward is offered" quickly in all copies in a matter of 5 or 7 minutes. When I
finished, I gave all copies to her and she took it and tell me “Very good, thanks to fix it, here take
your pay goodbye" and just she left the store, I think I responded fine in that situation and solved
my mistake fairly well.

GOOD EXPERIENCE OF ME AS A CUSTOMER

Once, an employee of “Diunsa” gave me great customer service because I was looking for a new
phone, I tell him I needed quality and price about them, and well he provided me all information
about the phones their internal storage, ram, cpu system, version, camera’s pixel, resistance. He
stayed with me all my search and he suggested me which phone I would like, Everything I needed
he provided me when I finally ended my searching, I thanked so much him for his service. That
was a great treatment as long as I can remember.

BAD EXPERIENCE OF ME AS A CUSTOMER

I remember when I was in a thrift clothes store, I'm going to buy a couple of t-shirts and well when
I finished my searching, I went to pay, and the cashier register the shirts in the computer, well and
when he told me the price of everything, I was shocked because he's charging me like 30$ for 4 or
5 when actually were worth like 15$. And well I told him to verify the price and he says something
like "No sir, there's nothing bad" and get frustrated, but right at that moment I get noticed he
didn't clear a previous purchase and charging me that, So I made him realize of his mistake and
well he apologized to me and I told him “Don’t worry, but you need to be more careful with that"
and well nothing went bad just the bad experience I had.