Customer Service Training

VINAYA RAVI

Mobile: 988-***-****

*********@*****.***

Bangalore

I am a result oriented Training/Learning & Development professional & facilitator, with a

passion to excel in my role, poised to contribute to Learning, Skills & Talent Development

approach of any organization through a distinct of blend of training delivery & content

design, by functioning in collaboration with Business Units on their learning & competency

development needs.

ACADEMIC QUALIFICATION

B.Sc. – Chemistry, Botany & Zoology (MES College – Bangalore University)

Perusing MBA in Training & Development, Project Management (NIBM -2013 to

2014)

TOTAL WORK EXPERIENCE: 13 years

Total BPO Experience : 10 years

9.5 years (Break up as below)

Training Experience (Relevant):

6.5 years in HR - Learning & Development

(Behavioural, Soft skills & Leadership Development of Junior & Middle Level

Leaders development)

3 Years in Training Operations as a product & process trainer & also voice

coaching

RELEVANT CERTIFICATIONS :

Advanced Diploma in Professional Development in Training from American

TESOL Institute (ATI) 2012

Professional Certification Program in Training & Development (Dale Carnegie

Institute) 2007

Foundation Course in Neuro Linguistic Programming 2012

CORE COMPETENCIES:

Managing Training Cycle (End to END) – ADDIE Model (Analysis, Design,

Development, Implement & Evaluate)

Training Need Analysis (TNA)

Content Design/Development for Instructor Led Trainings

Facilitation of training programs based on Adult Learning Principles

Training Evaluation

Train the Trainer – TTT Workshops

Frontline Leadership Development programs

Behavioural Competency Development Training Programs (Entry level Executives to

Managers)

STRENGTHS:

Adaptability

Intuitive

Logical

Analytical & Result Oriented

Simple & clear Communication

Willingness to Learn

Affable

Self Motivated

EMPLOYMENT HISTORY:

ORGANIZATION ROLE / DESIGNATION DURATION

Manager-Learning &

Tata Consultancy Services January 2010 to April 2013

Development

WNS Global Services Sr. Soft skills Facilitator July 2003 to December 2009

Msource India Pvt Ltd., Customer Service Executive January 2003 to July 2003

Glaxo Smithkline

Medical Representative October 1999 to December 2002

pharmaceuticals

LIST OF TRAINING PROGRAMMES CONDUCTED (Across various levels)

For Executives (Team Members)

Professional Communication (Written & Spoken)

Presentation Skills

Being Proactive

Working In Teams

Communication skills

Culture Sensitization

Receiving Feedback

Time management

Business E mail Writing

Managing Careers

Interpersonal Skills (Building Relationships)

Speed Reading

Customer Delight

Result Orientation

Analytical Thinking Skills

Creative Thinking Techniques

Planning & Organizing

Business Etiquette

Campus to Corporate (for freshers)

Confidence Building

Received Pronunciation (Accent Neutralization)

For Trainers

Train The Trainer – Training Delivery skills (Certification program for trainers)

Train the Trainer – Instructional Design (Based on ADDIE Model)- for content designers

Frontline Managers & Team Leaders

Giving Feedback

Power of Feedback

Assertive Communication

Situational Leadership

Skills for a First time Manager

Delegation Skills

Decision Making

Team Dynamics

FISH Philosophies

Conflict Management

Early Warning Signs of Attrition

Retaining Talent

Nurturing Impactful Customer Experience

Managing Change

Who Moved My Cheese

Managing Difficult Behaviours

Stress Management

Negotiation Skills

Interests:

To observe and analyze people behaviours in different situations

Internet Surfing

Watching movies

Listening to Music

Solitary walking

Reading

PERSONAL DETAILS:

Name : Vinaya Ravi

Date of Birth : 19th September 1978

Languages Known:

To speak To Read To write

English English English

Hindi Hindi Hindi

Kannada Kannada Kannada

Tamil Tamil

Contact this candidate