Sample Answer
At my last company, our call center leaders were convinced we needed to hire 15 more agents because average handle time was creeping up and CSAT had dipped to 3.8/5. Before approving the spend, I pulled 12 months of data from our telephony system and CRM using SQL, then joined it in Power BI: call logs, agent IDs, call reasons, NPS, and follow-up tickets. Instead of a volume issue, the data showed 28% of calls were repeat contacts within 3 days, mostly for the same three billing issues. I built a simple funnel view and a Pareto chart that highlighted these patterns and estimated we could cut repeat calls by ~40%, saving about $450k annually, by fixing two workflows and updating one IVR path. I walked the ops director and product owner through a live Power BI dashboard rather than static slides. Once they saw they could track the impact weekly, they agreed to pause hiring and fund the workflow changes instead.
Keywords
In your resume you note improving or optimizing [a process, KPI, or metric]. What specific baseline metrics did you start from, what steps did you personally take, and how did you verify that the improvement was due to your changes rather than external factors?
Walk me through a recent multi-channel digital marketing campaign you managed end-to-end. How did you set objectives, choose channels, allocate budget, and measure success?
Based on your hydrology and irrigation engineering background, explain how you would estimate the irrigation water requirement for a kharif crop in a semi-arid region of Gujarat. Walk me through each step: from reference evapotranspiration estimation, crop coefficient selection, effective rainfall calculation, to arriving at canal discharge for a given command area.
In your civil engineering studies, what specific design coursework or project work did you complete related to irrigation channels or canals (e.g., design of lined/unlined canals, distributaries, minors)? Describe one such design in detail, including how you determined discharge, permissible velocity, section dimensions, and lining choice for Gujarat-type soil and climate conditions.
On your resume you mention working on a cross-functional project (e.g., involving multiple teams or stakeholders). Describe a situation from that project where priorities conflicted—how did you navigate the trade-offs and what was the final outcome?