Customer Service Training

Ricky Katare

Email:************@*****.***

Mobile: +91-738*******

PROFICENCY FORTE.

A skilled professional with more than 10 years of experience with expertise in Customer service in U.S. based Medical Insurance Company.

Expertise in presentation, facilitation skills, One to one coaching counseling mentoring, advising and assessing the trainees.

Personal skills and qualities- Good communication skill, listening and questioning ability, explaining and giving feedbacks.

Proficient in handling team. An effective communicator with excellent relationship building and interpersonal skills.

Employment recital

Served last working day on 5th Nov 2018 with WIPRO BPS as a process trainer for US based medical Insurance Company –United Health Group

Current Job Profile: Process trainer (2015- till date)

Training Voice process.

Training new Hire batch on Process (Class room + OJT ) Feedback & Coaching agents on Domain Training

Audits transactions for agents on the floor on a prescribed sheet defined by the client or TT

Provide documented feedback as per the gaps identified in the audit.

Attend Weekly calibration calls with the client/internal to be attended as per calibration roster

Conduct training sessions as per requirement under specified timelines.

Complete his/her certification process.

Performance Assessment of Trainees during tests

Database management, daily reports, and analysis

Structure on boarding Training requirements, Pre Process, Customer Visits etc.

Ensure that all new employees go through the defined new learning path for their respective roles in the account

Provide refresher and remedial training for existing employees

Ensure all regulatory requirements are complied with from time to time

Maintain trainee data and information

Generate training reports from time to time

Support any administrative tasks like trainee roster and scheduling etc.

Create/Customize training content for delivery

Take ownership for improvement in analysts performance

Analyze training needs for employees working for the account.

Responsible for adhering to training standardization guidelines defined by the BU Training Function

Responsible to work with ops to bridge gaps during training.

Retention of trainees through various employee engagement programs.

Assist with the development of training manuals, modules and curriculum courses.

Maintain current understanding of policies and procedures, website changes, new products and processes of clients and company.

Develop process excellence –Cost of efficiency.

Quality Analyst (2012-2015)

To audit calls and give feedbacks to the agents.

Constant up gradation of core process.

Taking part in client calibration.

To check if the CSR has incorporated knowledge.

Have taken responsibilities to improve the process by feedback, conducting refresher sessions and dipstick.

Noteworthy Accomplishments

T3 (Train the trainer certified)

Have been awarded with outstanding trainer.

Have been awarded as a best process Quality Analyst.

Have undertaken project for process improvement.

Academics

Completed B.com from Kalinga University.

Personal Vitae

Date of Birth : 5th August 1983

Contact Number : +91-738*******

Present Contact Address : Barrack no 1376, Camp 4, Near Ashirwad hospital Ulhasnagar, Bachal bakery, Kalyan 421004

Languages known : English, Hindi and Marathi.

Hobbies : Travelling and listening to music

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