Customer Service Training
Resume:
Position applied for- Training Manager.
Dear Madam / Sir,
Review of my credentials will confirm that I have served as catalyst for
Operation and Quality domain by being a part of the Training team in the
Call center Industry; exposure to both International & domestic BPO units.
Along with my forte in Customer Service Soft-skill Training I am also
proficient in Administrative domain.
I have nearly 20 years of experience and have expertise in managing the
Training division with key focus on optimal utilization of resources with
high deliverables.
Started my career in BPO a decade back from calling profile [for customers
of United Utilities, a water supply company based out of UK]; moved on as
Quality SPOC to be a part of the pilot roll-out team for Option One, a US
based Mortgage company.
And post which a stretch of nearly six years as Sr. Trainer & then as an
Asst. Manager- Training in Tata Business Support Service Ltd. responsible
for four locations across India for TataSky DTH process, a super brand on
Customer Service.
I understand that working for your organization requires a candidate who is
team oriented and is able to deal with people in different verticals within
the Org and also across boundaries. I am confident that I possess these
skills, which will help me to perform the job efficiently and
effectively. My goal is to transit my experience into a position, where I
continue to provide the strategic and tactical support critical to
retaining valued customers of an organization; Internal & External with an
hawk-eye on cost. I am certain that my presence in your Team will prove to
be beneficial to your organization.
As such, I will be honored for an opportunity for a personal interaction
and I would like to repeat that success in your organization.
Please find appended a copy of my resume, which more fully details my
candidature-ship for the above mentioned position.
I look forward to talking with you regarding the aforesaid position at your
esteemed organization.
Thank you for your consideration.
Regards,
Arit Kumar Bose
*********@*****.***
PS. I will be obliged to share my present assignment in detail during our
interaction.
I am also open to relocate at a short notice.
Arit Kumar Bose
Career Brief
Functional & administrative management of L&D department
Domain expertise in Training & Quality of Voice based process
Focused & importance on people management
Adaptable & well versed in Client liaison
Professional Experience [BPO segment]
Self (Feb 13 - till date)- Tie-up with Zeal Placement on Skill
Enhancement Training Program [tailor-made as per the requirement of the
Client/s].
Location- Kolkata.
Skill Enhancement Training Programs are:
Identify self SW [Strength & Weakness] / Goal Setting [S.M.A.R.T.] /
Personality Grooming / Positive Attitude / Sales & Customer Service /
Soft Skill, et al.
Tata Business Support Service Ltd. [TBSS], posting
at:-Pune/Mohali/Jamshedpur (Dec06 to Oct12)
Designation: Asst. Manager- Training; Process- Leading DTH service
provider [TataSky] in India.
Responsible for- Jamshedpur/Mohali/Guwahati/Kolkata. Team Strength- 16.
A brief synopsis: Started as Sr. Trainer, Pune location and within 11
months promoted to take charge for Mohali Training team. Moved to
Jamshedpur and successfully implemented the pilot roll-out of TataSky
process & after 1 year temporarily stationed for 8 months at Guwahati to
start the new center.
Job Profile: Responsible for entire gamut of Training deliverables for
Jamshedpur, Mohali, Kolkata & Guwahati location for the process. Single
point of contact with Client. Manage and Implement Employ-ability program
and CSR activities. Part of the Interview panel for recruitment.
Training- Administrative:
Implement Training procedures
Manage and lead the training team process & Location wise
Set up various levels of training intervention such as New Hire,
Refreshers, Web Based Training, development programs
Assessment, Selection, Train-The-Trainer programs, Performance
improvement & Quality management across training function, R & R
initiatives
Coordination with HR for external Training programs [budgeting &
logistics]
Report generation and presentation of reviews as per Process compliance &
Adherence; internally and externally
Adherence to ISO & TBEM [Tata Business Excellence Model] compliance
Resource management & Budget adherence
Training- delivery:
Induction program
Train the Trainer programs
Sambavana Program- a CSR activity to train the Graduate pool to be
Industry ready [focus for BPO jobs]
Pilot Roll-out training from client's end [Customer Service/Up-
sell/Behavioral]
Calibration with Quality/Ops on defect analysis [Pareto]
Content Development
Preparing Story-board for E-Learning modules for WBT programs
Quality: Assess and analyze the TNA with process owners and
design/customize training modules and ensure successful roll-outs
Operations:
To achieve the day-to-day and monthly SLA target.
Coordinating with Process owner in regard to Training support.
Transition process - Training to Operations.
Counseling/Soft-skill sessions of Team Leader.
Based on Client call projection and trend; planning the Manpower
Requisition.
Maintain a close working relationship with key personnel in Operations
Serve as primary liaison in addressing Training requirement
Projects on:
Attrition [in collaboration with HR/Ops].
SWAT team [An Operation's back-up specialized team- Mohali location].
Formulation of process on 'Project trainers / Quality' executive
[successfully implemented].
Developmental Training for Team Leader.
Equinox - an I-Flex Co, Gurgaon (Dec05 to Dec06)
Designation: Quality Analyst and Client SPOC
Job Profile: Quality spoc from clients end [Option One Mortgage],
coordinating the quality team along with Operations [as being the pilot
Outbound process]
Evaluate calls against set quality standards & Team management.
Ensure adherence quality benchmark in each customer contact.
Brainstorming with Ops/training [Ishikawa Chart plotted on Pareto]
Assisting in regard to Fast-track training for new Quality Analyst/TL.
Improvement of CSI scores.
Team calibration
Refresher Quality training on TNA & regular Briefing.
Vertex India Ltd, Gurgaon (Oct03 to Dec05)
Designation: Senior Business Associate [process- United Utilities; water
supply for western UK]
Job Profile:
Attending Inbound Customer Service / Sales calls [specific Outbound
calls] / Data work
Assisting the Team Manager
Mentoring New hires team [on floor assistance/ conducting briefing
session post call-taking during nesting period / Call listening &
feedback]
Professional Experience [Non-BPO segment]
Sachdeva New PT College (Mar03 to Sept03)
Designation: Branch Head [Location- Midnapore town]
Job Profile: Set-up of the new center, entire gamut of Marketing, build a
long lasting relation with the educational institutes, Manage the
Faculty, overall administration to build an independent profit center.
Coral Informatics [a Medical transcription Training center. May01 to
Feb03]
Designation: Branch Head [Location- Kolkata]
Job Profile: Set-up of the new center, entire gamut of Marketing, Manage
the Faculty, overall administration to build an independent profit
center.
Aditi Healthtec Systems [a Medical transcription Training center. Jan01
to Apr01]
Designation: Branch Head [Location- Kolkata]
Job Profile: Set-up of the new center, entire gamut of Marketing, Manage
the Faculty, overall administration to build an independent profit
center.
J J Diesels Sales & Services [Dealing with Captive power Installation &
Maintenance. Sept1999 to Dec2000]
Designation: Sr. Customer Service Executive [Location- Kolkata]
Job Profile: Attend to after Sales calls & Sales call on fresh enquiries,
collection of payments, Up-selling of AMC.
Overseas Industrial Corporation (Mar96 to Aug99)
Designation: Supervisor [Location- Kolkata]
Job Profile: Day-to-day administration of the factory producing BOPP
[Biaxially oriented Polypropylene] & Cello Tapes, Stapler pins.
Dimensions (Feb93 to Feb96)
Designation: Sr. Sales Executive [Location- Kolkata]
Job Profile: Sales of Outdoor Hoarding space and also follow-up customer
service for the same. Liaison with the advertising & Government agencies.
Academics
B Com (III yrs course) Andhra (open) University 1992
School Certificate (X) Andhra University 1985
Other details
DOB: 13th May 1968 Marital Married (2 children)
Status:
Interests Music, Reading
:
Contact Detail:
Mobile: 080********
Email: *********@*****.***
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