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Training Sales

Location:
Pune, Maharashtra, India
Posted:
April 30, 2019

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Resume:

Tabassum Mafi Shiraz

Address: Flat No. ****, Sector 4, Building D, Life Republic townships, Kolte Patil Marunji Pune Maharashtra- Pincode- 411057

Contact: +91-855******* / +91-855*******

Email: ac89e0@r.postjobfree.com

Training (Communication)

Business Skills

●Voice and Accent Training

●Training Need Analysis

●Written Communication

●Telephone Communication

Experience:

Vsynergize - Sales and soft skill trainer

BPO & IT sector, September, 2017 - Till Present

●Monitor calls on Communication, Soft Skills, and Process & Compliance Parameters through listening to them (recorded/side-by-side) on the Production floor.

●Provide Coaching & Feedback to enhance agents’ performance.

●Participate in Calibrations to ensure consistent scoring & feedback delivery approach.

●Keep the Stakeholders updated on new process changes/updates, improvement initiatives.

●Conduct Compliance, Communication & Process Awareness sessions for new hires.

●Support floor Training Initiatives: Resolution & Communication /Vitality Trainings.

●Develop action plans for the bottom quartile performers and ensure that they move up the learning curve by means of Special Coaching.

●Take initiatives for improving Operations performance.

●Develop non-classroom communication and training material.

●Conduct Refresher training as per TNA (Training Need Analysis) within assigned processes

●Perform job functions within predetermined KPIs/ performance standards.

●Review & recommend improvement of training content on a quarterly basis.

Antarang foundation (NGO) - Facilitators

Building Self Reliance In Youth, November, 2017 - March, 2018

●Conduct Career aware program for students in school

●Provide information on the available education/vocational options in the state

●In depth counselling for every student

●And required to adhere to Antarang’s policies and guidelines of work.

Generalist - Softskill Trainer

Concentrix Services, August, 2015 - August, 2017

(Formerly Minacs)

●Monitor calls on Communication, Soft Skills, and Process& Compliance Parameters through listening to them (recorded/side-by-side) on the Production floor.

●Provide Coaching & Feedback to enhance agents’ performance.

●Participate in Calibrations to ensure consistent scoring & feedback delivery approach.

●Keep the Stakeholders updated on new process changes/updates, improvement initiatives.

●Conduct Compliance, Communication & Process Awareness sessions for new hires.

●Support floor Training Initiatives: Resolution & Communication /Vitality Trainings.

●Develop action plans for the bottom quartile performers and ensure that they move up the learning curve by means of Special Coaching.

●Take initiatives for improving Operations performance.

●Developnon-classroom communication and training material.

●Conduct Refresher training as per TNA (Training Need Analysis) within assigned processes

●Perform job functions within predetermined KPIs/ performance standards.

●Review & recommend improvement of training content on a quarterly basis.

Associate - Seller Support – Acquisition

Flipkart, September, 2014 – Jul, 2015

On boarded by Minacs, August, 2015 onwards

●Meeting the new target Seller and converting them into dealers.

●Solving the problems and queries of existing dealers and customers.

●Giving all the sales details of the company to the new Sellers and explaining them policies of the dealership.

●Organizing events at the dealers place to attract more customers.

●Communicate dealers on daily basis and helping them in finding customers.

●Making daily call reports and sending them to the seniors.

SpecialistOperations

Aegis Ltd, August, 2011 – August, 2014

●Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

●Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvement and achieving higher customer satisfaction metrics.

●Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.

●Tracking performances of the team members and suggesting areas of improvements, facilitating & imparting training and monitoring the improvements on a continuous basis.

●Handling on-boarding calls for enhancing the service delivery.

BEYOND THE CALL:

●As a part of Fun Team, conducted various quizzes, games and various other fun activities in the office to inculcate team building skills among employees.

●Conducted offline workshops on Communication and Corporate Etiquette in the office.

Personal Dossier:

Name: Tabassum Mafi Shiraz

Current Address: Flat No.2206, Sector 4, Building D, Life Republic townships, Kolte Patil Marunji Pune Maharashtra- Pincode- 411057

Contact Detail: +91-855******* / +91-855*******

Qualification:

Senior secondary education completed in 1998 from Christ church girls school Jabalpur (M.P) India.

Higher secondary school completed in 2000 from Khalsa school Jabalpur (M.P) India.

Airhostess degree completed in 2003 from Frankfinn management New Delhi India.

Graduation in arts completed in 2006 from R.D.V.V.University Jabalpur (M.P) India.

Languages Known: English, Hindi & Persian.



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