Customer Service Training

Ashish Panwar

Mobile no. +91-976*******, +91-135-******* E-mail: *******.******@*****.***

Brief Overview

> Self motivated professional with 9-10 years of hands on operations

experience with international BPOs, leading telecom processes along

with an exposure in training, transactional and process quality,

coaching, mentoring and operations.

> Assistant Manager Training - with Creations - Dehradun

> Effectively handling a team of Trainers.

> A proactive planner with abilities in managing business operations

with focus on profitability and achieving organization's mission and

strategic direction.

> Keen customer centric orientation with excellent communication skills

and ability to interact effectively with personnel at all levels.

Core Competencies

Ouality

. Continuously working on standards of training to yield improvement in

overall quality of processes. (FAR %, NFAR %), Activities and actions

aligned with company's vision and goals. Focus on the quality of

trainings provided in view to exceed quality of service and also to

meet the profit/revenue targets.

. Client Relationship Management and understanding business requirement.

. Training the batches on Quality Parameters, rebuttals, selling skills,

CTQs, Soft Skills.

. Ensuring complete and satisfactory resolution provided for all the

escalations, ensuring CSAT.

. Preparing internal MIS to facilitate top management team in decision

making.

. Process level Analysis and improvising strategies to constantly and

continuously improve training standards, business quality and increase

in revenue.

People Management/Training

. Leading Team of 2 Trainers, MIS and Business Counselors.

. Lead a team of 15-20 Quality Analyst and Quality TLs.

. Designing & implementing training programmes on soft skills, product,

process etc for bringing keen customer focus, high energy level and

team spirit in the team.

. Delivering trainings on various platforms like On How to share a

feedback, Coaching Skills and presentation skills.

Recruitment & Employee Engagement

. Managed campus recruitment, walk-in interviews etc along with support

functions for the organization to cut the recruitment cost.

. Managed attrition through grievance redressal and employee engagement.

Strengths

> Highly achievement oriented with an ability to develop effective PR.

> Strong leadership skills with an ability to build develop and lead

result-oriented teams.

> Proven strength in trouble shooting, problem solving, coordination and

analysis.

> Creative and committed with an ability to perform under pressure and

competitive situations.

> An adaptable, detail-oriented, multi tasked, strong, quick learner and

having organized skills matched with the ability to manage stress,

time and people effectively.

> Excellent communication skills.

Career Highlights

Company : Creations, Dehradun Apr'07 - Till Date

Designation : Assistant Manager Training

Job Profile

> Identify TNIs and fix issues using CAP for bottom performers.

> Coaching and mentoring team members and trainees.

> Making the candidates industry ready and placing them with

International BPOs.

> Preparing Training modules and operational modules.

> Training trainers on how to deliver quality trainings.

> Business Development and getting more admissions in the program.

> Handling a team of trainers, MIS and Business Counselors.

> Sharing feedback with the Trainees and identifying areas of

improvement.

> Share feedback with the Trainees, Trainers on specific

communication/concerns.

> Assess development needs of employees and assist in training and

development of staff, set targets and monitor performance against

goals.

> Taking part in recruitment and actively involved in understanding

clients needs.

Company : IBM Daksh, Chandigarh Dec'06 -

Apr'07

Department : Quality

Designation : Assistant Manager

Job Profile

> Ensure compliance with internal controls and procedures, external

regulations and information security standards.

> Manage CSAT, internal and external quality, employee satisfaction,

compliance based on statutory needs.

> Meeting all SLAs, KPIs for Processes and the overall business.

> Preparing Quality Dashboards, CTQs and Calibration documents.

> Relationship building with Process owners, Managers and Supervisors.

> Training Operations team. Extensive calibrations along with Operations

and Training.

> Share feedback with the TMs, Team leads, AMs and management on

specific communication/concerns and customer experience.

> Quality related compliance/CTQs Trainings/Briefings for new

hires/batches.

> Strategic planning in conjunction with the business requirements in

terms of staff availability, project specifications.

> Sharing feedback with the Trainees/TMs and identifying areas of

improvement.

> Assess development needs of employees and assist in their training and

development, set targets and monitor their performance against defined

goals.

> Coach, develop and motivate staff to deliver key business targets.

> Ensure key business controls are in place.

> Mentoring, coaching to maximize and optimize manpower resources.

> Provide a supportive environment that includes a clear communication

process to facilitate employee empowerment, engagement and

development.

Company : NIIT Smart Serve, Gurgaon Sep'04 - Dec'06

Designation : Sr. Quality Analyst

Job Profile

> Screen training batch (Post Product training and during the Mock Calls

Stage) and sign off whether TM is ready to handle calls/Training.

> Listen to calls, both live and recorded. Walk the floor and support

TMs/identify areas of improvement.

> Trainings for new-hires on selling skills, soft skills, product

updates, compliance.

> Transaction monitoring as per COPC standards, sharing feedback with

TMs, Coaching TMs.

> Calibrating calls every month to be in sync with all the process

personnel's.

> Mapping and consolidating improvement basis achieved metrics over a

time period.

> Preparing quality dashboards, CTQs and calibration documents, CMF,

process scripts.

> Ensuring smooth functioning between all verticals, Regular Dipstick on

product knowledge.

> Escalate and resolve issues related to service delivery with the

client.

> Drive process improvement and identify opportunities and work with the

client on implementation of solutions to continuously improve the

process.

Company : Espire Info Serve, New Delhi Mar'04 -

Sep'04

Designation : Quality Executive

Job Profile

> Assessing new hires (Post training and during Mock call stages) and

concluding if the TM is ready for calls.

> Taking briefings and one to one sessions with TMs to continuously

improve the standard of their overall performance. Training on soft

skills, compliance, Quality parameters.

> Maintaining the quality scores of individuals and the team reports.

> Monitoring calls for the TM (Both live and remote).

> Participating in various discussions with the client to understand

client's needs and expectations.

> Client Relationship Management.

> Achieving defined KPA's.

> Coordinating with the client to ensure dissemination of critical

updates on time.

Company : Intouch Solutions, New Delhi

Jan'02 - Feb'04

Designation : Customer Care Executive

Job Profile

. Assisting customers with queries on new launches and knowhow of

applications.

. Involved in the activation and deactivation of products as

requested by the customer after running the command and request

files.

. Meeting defined targets & set deadlines.

. Resolution of GPRS complaints and problems related with the billing

operation.

. Working in sync with all the functions of the organization to

ensure smooth operations.

. Monitoring agents' calls and assessing them on product knowledge

and various soft skill parameters.

. Providing synchronized, efficient and timely solutions to the

customers.

. Providing floor support and attending to first level escalation

calls.

Trainings Attended

. Voice and Accent through soft skills.

. Seven Smart Quality Tools Training - In house at NSS.

. Coaching Skills - People Factor Pvt. Ltd.

. Compliance Control Training at IBM.

. Better time Management.

. Email Etiquettes.

. Propose undergo eminent training certifications; participate in

training and behavioral labs from the best training institutions

like ISTD, ISABS, NIMHANS.

Achievements

. Certified as the best Quality Auditor, Master trainer and Mentor many

a times.

. With effect from January 27, 2006 NIIT Smart Serve got COPC certified

for all voice and back office processes. I was part of the COPC

journey from the beginning and as a team member contributed towards

its success.

Education

. B.C.A from M.C.R.P Bhopal University in 2002 with first division.

. Schooling from Pine Hall School, Dehradun with first division.

Personal Details

Name : Ashish Panwar

Address : # 837, Sirmor Marg, Kaulagarh Road, Dehradun.

Date of Birth : 23rd Jan, 1982.

Father's Name : Sh. Devi Singh Panwar

Date: Signature

(Ashish Panwar)

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