Contact Nos.: +91-735*******
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
Training Curriculum Design
Call Flow Design
Training System Restructuring
Quality Management Systems
Human Resource Management
Customer Service Training
Training Budget management
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
Free-lance trainer August 2015 – Till Date
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
Date of Birth: 19th March, 1978
Languages Known: English, Tamil