1. **Tell me about yourself.

**

I have a strong background in customer relation, with over 20 + years of experience which has
equipped me with a solid foundation in both technical and leadership skills.

In my previous role at LEAD SCHOOL,

I successfully managed, trained and mentored 350+ teachers, Academic Coordinators and
School Leaders. I Oversaw complete functioning of 30 schools impacting student performance.

2. **What are your strengths and weaknesses?**

One of my key strengths is my ability to adapt to new situations and technologies quickly.
Additionally, I'm a strong communicator, which has allowed me to work effectively in team
environments and lead projects successfully.

One area I've been working on is time management. I tend to get deeply involved in my tasks,
which sometimes leads me to spend more time than necessary.

To address this, I've started using time management techniques like the Pomodoro method to
improve my productivity and maintain a better work-life balance.

3. **Why do you want to work for our company?**

I've done extensive research on your company, and I'm impressed by your commitment to
innovation and your strong market reputation.
Your company's values align with my own, and I'm excited about the opportunity to contribute
to your team.
As mentioned on your website
“when we grow, we not only enrich ourselves, but we make a direct and
indelible impact on our professions, communities, and the lives of those
around us.”
I believe the same
I also see this as a chance to further develop my skills and take on new challenges by working
with a goal brand such as Pearson.

4. **Can you describe a challenging situation at work and how you handled it?**
In my previous role, we faced a major crisis when a key client unexpectedly canceled a
significant contract in the middle of the year.
It put a strain on our revenue and team morale.
I took the initiative to lead a cross-functional team to analyze the situation and strengthen our
client relationships.

It taught me the importance of remaining calm under pressure and finding innovative solutions
in challenging times.

Sometime during tight deadlines and a diverse team with different skill sets.
To ensure its success, I started by creating a detailed plan, outlining tasks, responsibilities,
and milestones.
I also held regular status meetings to keep everyone aligned and address any roadblocks
promptly.

By maintaining open communication, addressing their concerns, and ensuring their satisfaction,
we were able to mitigate the impact of the technical issue and maintain the integrity of the
testing process."

How do you ensure that your team adheres to strict operational policies and procedures
while maintaining a customer-centric approach?

I firmly believe that adherence to operational policies and procedures is crucial for maintaining
the security and quality of testing processes.
To ensure compliance, I provide thorough training to my team members and regularly conduct
internal audits to identify any gaps or areas for improvement.
However, I also emphasize the importance of a customer-centric approach. This means training
my team to be empathetic and responsive to test-takers' needs while ensuring they remain
within the bounds of security protocols.
It's about finding the right balance between policy adherence and exceptional customer
service.

How do you identify potential improvement areas in test center operations, and can you
provide an example of an improvement initiative you've led?

I believe in a proactive approach to improvement. I encourage feedback from both team

members and test-takers to identify areas that need enhancement.

As the go-to person at the test center in the absence of the Regional Manager, how do
you handle leadership responsibilities and decision-making?
In the absence of the Regional Manager, I assume a leadership role with a focus on maintaining
continuity and ensuring that operations run smoothly.
I'm responsible for making on-the-spot decisions when necessary, especially when issues
arise that require immediate attention.
I also maintain open lines of communication with my team, offering guidance and support as
needed.
I believe in a collaborative approach, involving team members to ensure a collective effort in
maintaining the center's standards and serving our customers effectively.

"How do you ensure effective communication with your team and customers, especially when
dealing with complex or sensitive issues?"

Sample Answer: "Effective communication is crucial in a customer-centric role.

I prioritize open and transparent communication by regularly holding team meetings to discuss
ongoing tasks and address any concerns.
When dealing with customers, I actively listen to their needs and concerns, ensuring they feel
heard.

"How do you manage multiple tasks and prioritize them effectively in a fast-paced
environment?"

Sample Answer: "I rely on strong organizational skills to manage multiple tasks efficiently.
I begin by creating a detailed task list and setting priorities based on deadlines and importance.
I also delegate tasks to team members when appropriate, ensuring everyone is aligned with the
goals.
Additionally, I use project management tools to track progress, set milestones, and stay
organized.
This approach allows me to meet deadlines consistently and maintain a high level of
productivity."

"Can you share an example of a time when you went above and beyond to exceed customer
expectations?"

Sample Answer: "In a previous role, when a customer encountered a significant issue that was
not entirely our fault, but it was impacting overall experience and business.
I took the initiative to personally visit their location, listen to their concerns, and work
collaboratively to find a solution.
This hands-on approach not only resolved the issue but also solidified our relationship with the
customer.
They expressed their appreciation through a testimonial, highlighting my commitment to
customer satisfaction."

"How do you ensure that your team maintains high ethical standards in their interactions with
customers and colleagues?"
Sample Answer: "I believe that ethics and values are non-negotiable in any professional
setting.
I lead by example, consistently demonstrating honesty, integrity, and respect in my
interactions.
To instill these values in my team, I provide regular training on ethical guidelines and
encourage open discussions.
I also emphasize the importance of transparency and accountability, ensuring that everyone
understands the consequences of unethical behavior.
This approach helps create a culture of trust and ethical conduct within the team."

What leadership style do you employ when managing your team, and how do you adapt it
to different situations?

"I believe in a flexible leadership style that adapts to the needs of the team and the situation.
Generally, I lean towards a democratic approach, encouraging team members to contribute
ideas and be actively involved in decision-making.
However, I can adjust to an authoritative style when quick decisions are required, and I always
ensure clear communication and expectations.
Ultimately, my leadership style is driven by the goal of empowering my team to excel and
supporting them in their professional growth."

How do you handle conflicts within your team or between team members?

"Conflict resolution is a critical part of my role as a mid-manager.

When conflicts arise, I first ensure that I understand the root causes by actively listening to all
parties involved.
Then, I facilitate a discussion to find common ground and encourage team members to propose
solutions.
If necessary, I'm not afraid to make tough decisions to resolve the conflict in the best interest of
the team and the organization.
My goal is always to maintain a positive and productive working environment while addressing
the issues at hand."

What strategies have you implemented to improve team performance and achieve
organizational goals?

"In my previous role, I implemented several strategies to achieve goals.

Firstly, I conducted regular performance assessments and provided constructive feedback to
teachers to help them reach their full potential.
Additionally, I established clear and measurable performance metrics, which allowed us to track
progress and make data-driven decisions.
I also encouraged open communication and collaboration within the team, fostering an
environment where ideas could be freely exchanged.
As a result, our team's efficiency and morale improved significantly.

5. **Where do you see yourself in 5 years?**

"In the short term, I aim to continue growing in my role and taking on more responsibilities,
possibly leading a team or managing larger projects.
In the long term, I envision myself in a leadership position where I can contribute to the
strategic direction of the company.