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Customer Service Training

Location:
Chennai, Tamil Nadu, India
Posted:
November 08, 2018

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Resume:

CRESVIL NICHOLAS

Contact Nos.: +91-735*******

Email: ac7m8g@r.postjobfree.com

Address: # **, *** ****** ************* ****** Madhavaram

Recognized for efficiently designing, delivering and managing tailor made training programs for complex processes’ and for mentoring the training team to consistently perform to their best, in highly demanding environments

PROVEN EXPERTISE

Training Delivery

Training Curriculum Design

Strategic Management

Training Management

Content Development

Process Improvements

Call Flow Design

Training System Restructuring

Quality Management Systems

Human Resource Management

Customer Service Training

Performance Management

Team Management

Training Budget management

Communication Skills

Presentation Skills

CREDENTIALS

BCom, Loyola College, Chennai, Tamil Nadu, 1999

Cambridge University (UK) certified English Language Specialist.

International Customer Service Association certified Customer Service Trainer.

Berlitz (UK) certified for communication skills.

Knowledge Space (Australia) certified for communication skills on both voice and non-voice.

Sutherland Approved Language Trainer.

Office Depot Certified Trainer.

Proficient in Windows, MS Office and Internet Applications

Superior Training Management Acumen

High-performing professional with experience of 17+ years in optimizing business operations, implementing process enhancements, taking initiative to solve critical problems and achieve strategic corporate goals through training delivery and management. Broad, up-to-date knowledge of industry trends coupled with expertise in training value based solution-focused customer service management.

Seeking to leverage expertise and experience as…

MANAGER – TRAINING & DEVELOPMENT

Proven Track Record include:

Catapulting productivity and stakeholder satisfaction by effectively designing tailor made training programs for complex processes’ thereby reducing cost and escalations.

Successfully achieving optimum operational results with available resources by developing new call flows and e-learning resources.

Executing methodologies to analyze various training needs, recommending modifications and restructuring trainings to minimize escalations, realizing operational efficiencies and controlling costs by reducing cycle-time.

Key Result Areas

Proficient Training Management: Progressive leadership experiences in the training sphere have created a passion for surpassing financial and service objectives of an organization through carefully designed training programs and its smooth delivery. Verified record in analysing project/program training needs and developing curriculum and strategies to provide efficient, reliable, fast processing and user friendly processes to ensure smooth functioning and reduced critical error rates.

Excellent Team Leading Expertise: Building, heading and mentoring teams to provide consistent performances in demanding situations to achieve organizational goals.

Management Expertise: Managing diverse training levels, efficiently interacting with the management ranks, and customers and ensuring superior performance with minimal error rates.

Training Expertise: Hands-on experience in training associates and leads of diverse fields and backgrounds and inculcating the drive to perform and prove their skills in rigid competitive atmospheres. Providing necessary training to the training force and technical/customer support teams regarding product presentation. Interfacing with people at all levels, managing healthy work environment and inculcating bonded teamwork with high work ethics.

Superior Analytical Capabilities: Analyzing the training needs of the organization and other performance statistics and implementing dynamic training strategies to steer the organization to growth and success.

Client Relationship Management: Adept at handling client queries and managing transitions from client defined sites to in house programs. Resolving their issues, providing value added services and spreading goodwill.

Strong Communication and Problem solving skills: Proven ability to identify root causes of issues and take effective remedial actions through utilization of communications and problem solving skills.

Career Contour: Roles and Responsibilities

Language Trainer Jan 2018 till date

Dhronas Academy

Free-lance trainer August 2015 – Till Date

IBM Chennai

Free-lance trainer March 2013 – Till Sep 2015

Cognizant Technology Solutions CHENNAI & Wipro Technologies Chennai

Associate Manager, Nov 2004 till March 2013

SUTHERLAND GLOBAL SERVICE, CHENNAI

Ensuring operational efficiency of the team

Managing team’s performance as per client requirement

Played a pivotal role in the training transition of an email process of 120 associates

Providing hand on assistance to the team both through direct intervention and mentoring

Regular client interaction for feedback and updates that needs to be rolled out to the floor

Assist the Account manager to build a highly effective and analysis system to initiate appropriate action plans

Identify process re-engineering opportunities and implement best practices

Coaching and feedback to enhance team’s performance

Identifying development needs of the team to enhance work performance

Coordinating escalations and handling cross site/ conference calls with clients

Identifying, articulating and reporting requirements, which include targets, specific data, and anticipated outcomes

Weekly/Daily review with the team on their performance

Contribute to process improvements and innovation in the training function and played an integral role in developing various training programs to suit requirements

Designed and Implemented the Quality benchmark, monitoring form and CIP process across all projects in Symantec

Designed the screening mechanism and screened new recruits before they are hired to ensure an inflow of qualitative, competent resources

Successfully managed a major escalation by creating a process to control errors and increase customer satisfaction

Managing human resource functions through performance appraisals, implementing rewards and recognition schemes and providing feedback to the Trainer’s

Conducting skip level meetings with team members, identifying specific training needs and resolving escalated disputes and conflicts

Preparing MIS Reports highlighting relevant areas of improvement for informed decision making by top management

Communication Trainer, April 2004 till October 2004

HCL BPO, CHENNAI

Responsibilities include Hiring & Training new recruits on Voice and accent & Soft skills.

Drafting training manuals, hands-on exercises, case study on communication/telephone etiquettes/ soft skills

Created a productivity tracker that helped track number of calls taken and orders closed which helped in keeping the records in a more orderly fashion and helped set targets for the associates

Contribute to process improvements and innovation in the training function

Customer Service Executive & Communication Trainer, Sept 2001 till March 2004

ENHANCED CUSTOMER CARE, CHENNAI

Worked as an agent for 6 months

Worked as a Communication & Process Trainer for 2 years

In charge of 25 members

Training for Accent Neutralization and product knowledge

Make sure that the agents perform

Preparing Reports for individuals based on their performance

Senior Customer Service Executive - Sales, October 2000 till July 2001

CHOLAMANDALAM FINANCE, CHENNAI

In charge of 30 members

See that they achieve their monthly targets

Customer Service Management

Conducting car loan mela’s at different venues

Customer Service Executive - Sales, July 1999 till Sept 2000

COUNTRY WIDE FINANCE, CHENNAI

Customer outsourcing for personal loans

Customer Service Management

Personal Details

Date of Birth: 19th March, 1978

Languages Known: English, Tamil



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