Training Manager

Kapil Jaidka

Address: - Plot *

Mobile - +91-981*******, 882-***-****

GAGAN Vihar Ext

Email - ***********@*****.**.**

Flat No-2, 3rd floor

***********@*****.***

Delhi - 110051

*****.******@******.**

Objective: It is rather; difficult to make a self assessment of one's

fitness for a particular job as such assessment is likely to be either over

estimation or under estimation of one's capabilities. However certain

qualities and basic factors have direct bearing on a person's suitability

for a job and play an important part in making him successful in his

career. I think the under mentioned factors are relevant in this

connection.

WORK HISTORY

1. Bharti Airtel Services Limited

1. Group Manager Training & Performance Solutions (Jul 2008 - Till Date)

Bharti Airtel Services Limited is a leading global

telecommunications company with operations in 19 countries across

Asia and Africa. The company offers mobile voice & data services,

fixed line, high speed broadband, IPTV, DTH, turnkey telecom

solutions for enterprises and national & international long

distance services to carriers. Bharti airtel has been ranked among

the six best performing technology companies in the world by

business week Bharti airtel had 200 million customers across its

operations.

Key Responsibilities:

1. Telecom - Mobility

1. Resource Planning and Management: Managing, Designing and

Scheduling soft launch plan

2. Weekly, Fortnightly operations, training meeting to close gaps,

new procedures and number requirement.

3. Plan all refresher trainings and scheduling with operations on

any new training updates that need to be conducted.

4. Analyzing end user requirements and preparing course outline and

design document.

5. Responsible & Managing the content library pan India for Airtel

with regular version updates

6. Certifying Trainers and Associate Officers

7. End to end client interface and Project execution, Signoffs to

Delivery to Handover.

8. Coordinate with Leaders (SME's) to determine & analyze Training

needs for various departments and deliver on solutions.

9. Involved in training budget reports and billing project heads as

per the Training man-days

10. Briefly involved in developing in-house faculty of trainers.

11. Lead Q/R/C Content for Bharti Airtel - Mobility (Prepaid &

Postpaid)

12. Lead creation & standardization of nation SOP's for both Prepaid

& Postpaid Mobility.

Key Project Managed:

. QRC Outbound Postpaid & Prepaid (Managed end to end training pan

India for the launch)

. ARC Hotline Launch (Managed end to end training pan India for

the launch)

. Aegis Pune (Managed the end to end training for a new contact

center)

. DHD/RHD Launch (Streamlining the process at contact center)

. Headed phase wise launch for iCRM Application covering all

aspect of business for both Mobility & Telemedia line of

business

. QRC National standardization of SOP's for mobility in

coordination with all the circle practices.

2. Passive Telecom- Mobility

1. Actively been involved with Bharti Infratel Limited, It's a

leading 'Passive Telecom Infrastructure' provider company in

India offering specialized services in creating and sharing of

passive infrastructure for telecom services.

2. Lead project NOC (Network Operating Center) Trainings - kick

started the pan India NOC operations for NOC training.

3. Creation & Standardization on of SOP and check adherence

4. Ensuring coverage of New Product Launches at Hub/Circle/Partner

within timelines

5. Close looping various aspects related to reports, responding to

other ground level requirements and coordination with Centum and

the Partners

2. Aegis BPO Services Ltd.

1. Team Manager - (Apr 2007 - Jun 2008)

Worked for an inbound Customer service & Customer retentions

outbound process. Working for the Second largest Telecom Brand for

GSM Mobility in India (Vodafone).

Key Responsibilities:

1. Handled team of 22 TO 25 Associates, which includes Senior

Associates & Associates for their operational aspects and team

coach, a blended process for Vodafone UP (E), handling both

Inbound Customer Services & Outbound Retention.

2. Special Queue dedicated to outbound Retention for prepaid

customer & a separate escalation desk for Retention.

. Special addressal to Issues & Concern of the customer

. Direct interface with Vodafone to resolve customer

issues

. Analysis & Special offers to customer for retention

purposes

. Daily data & trend analysis

. Close loop, intervene, recommend, help design training

modules with training delivery team

3. Inbox Management. Reading all the mails received and actioning

as per requirement after complete investigation.

4. Team Huddle - Download updates, discuss previous day performance

5. Performing quality checks. Coaching and feedback session on the

quality check performed

6. Training session on any Adhoc responsibility assigned

7. Providing floor support, attending to team's process related

queries

8. Phone login on need basis (in case of over forecast / transport

issue / absenteeism).

9. Manage CMS and breaks, whenever required.

10. Responding to HR pertaining issues of the team.

11. Update Attendance and OT tracker for payroll purposes.

12. Co-ordination with OA team for reports, alignment.

13. Review hourly report for SVL and take necessary action.

14. Involved in a lot of process improvement projects like Lowering

AHT, ACW%, End User Satisfaction Survey.

15. Identify OT requirement and make necessary arrangements in terms

of transport.

Achievements:

. As a team leader had the lowest Shrinkage percentage across the

portfolio

. Was recognized by the organization for outstanding contribution

towards the process for the quarter Sep 2007 - Dec 2007.

. Certificate of Quality and a Certified Quality Coach By

Vodafone.

. Training Attended :-

1. Self Motivation with Constructive feedback

2. Personal & Professional Leadership

3. Developing Others & Attrition Management.

4. Stress Management

Key Project Managed:

. Improving Scores in Customer Satisfaction Survey.

. Attrition Control

. Implemented Mentor-Mentee program for operations floor

. Process gap analysis on every process trained to make sure the

targets were achieved

WORK HISTORY

3. Vertex Customer Management.

1. Team Expert - (Sep 05 to March 07)

Vertex is an international business process outsourcer with

particular expertise in customer management. Vertex Data Sciences

(U.K) is a subsidiary of United Utilities, $6 Billion Company

Vertex implements a range of outsourcing solutions in the United

Kingdom for many leading organizations in the commercial, financial

services, utility and public sectors

1. Joined Vertex as a B.A worked for Utilities based Inbound &

Outbound Collections process (Powergen from Nov 2005 till Oct

2006 )

2. Moved to "Orange" in Nov 2006 UK's 2nd Largest Mobile Service

Provider resolving any billing & Customer issues

3. Got Promoted to a Team Expert in Dec 06

4. Handled a team of 5 TO 10 Business associates, which included

senior Business Associates for their Operational Aspects.

5. Worked with the Team Manager & taking the ownership of the team

and handling all operational aspects, taking care of the Sla's

for the respective process.

6. Formulated Rewards & Recognition plan for the Associates in the

process.

7. Succession planning for the process to make the team more self-

dependent. Answer escalated calls and assessed customer support

needs

8. Maintained Attendance and Transport database

9. Calculated & Disbursement of Voluntary Incentive Compensation

(VIC).

10. Ensured effective rollout of daily communication through regular

huddles.

11. Monitored calls and provided feedback

Achievements

* Actively Participated in the operational aspects of the process

whereby suggestions put across by me are welcome and implemented

as required.

* Joined Vertex as a BA and was promoted to Senior Business

Advisor in 9 months & became a Team Expert in the 15th Month.

* Rewarded Agent of the Month for 7 consecutive Months with vertex

* Conducting Cross training and Process refreshalls.

* Worked in Coordination with Clint and the Training departments

to Re-Structure the Training Manual for Operations benefit.

* Interactive Training Session taken on job to Bridge the gap

between Training and Operations.

* Regular follow-ups from the Identified mentors to smoothen the

process.

* Appointed mentors with regular follow up to ensure the timely

execution of responsibilities in order to help the new joiners

come up the learning curve.

WORK HISTORY

4. Wipro Spectramind.

1. Customer Support Executive (Jan 2003 - Aug 2005

* Worked with Wipro at the CCE

* Worked for Finger Hut A Catalog process

* Worked for Netscape a Semi Tec Process.

* Answer escalated calls and assesses customer support needs.

Engaged in Inbound Operations (US Client) with total strength of

500 FTE on all departments of customer support and Tec support

Major responsibility were to report to Team Leader, handling and

leading the team in absence of the Team Leader.

Additional Skills and Achievements

1. Actively participated and managed team activities

2. Complete knowledge of MSOffice and the Internet

Academic Qualifications:

1. 2yr Diploma in Fashion Studies from JD Institute of fashion

technologies (2002-2004)

2. Graduate Delhi University B.COM PASS (CORRESPONDANCE)

3. Pursuing Dual Specialization in Operation Management & International

Business Management

from National Institute Of Management. (Completion by 2011 end)

References

_________________________________________________________________

1. Available up on request

Personal Details

_________________________________________________________________

Father's Name Mr. Rakesh Jaidka

Nationality Indian

Marital Status Single.

Date of Birth January-21-1983

(Kapil Jaidka) Date:

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