CURRICULUM VITAE

SHERBIR SINGH E-**C, Vatika

Apartments,

DDA MIG Flats,

Mobile: 987******* Mayapuri,

Email: acgvrt@r.postjobfree.com New Delhi - 110064

Career Objective

Looking for growth and opportunity to work as a Training Manager. Currently

handling 12 projects.

Career Summary (in chronological order)

. 9 years of total work experience

. The last 3 years have been in a People Manager's role with a leading

International BPO.

. 4 years as a Voice/Language/Soft Skills trainer with a leading

International BPO.

. 6 months as Specialist Technical Support

. 1.5 years as a Software Developer

Current and Expected Remunerations

. Current: 7 LPA

. Expected: 10-12 LPA (Open to Negotiate)

Professional Experience (In chronological order)

> Currently working as Assistant Manager (Voice, Accent and Soft Skills

Training) with IBM India, Gurgaon.

Roles and Responsibilities:

People Management Responsibilities:

. Responsible for the Customer Metrics on Communication, for 12

different projects (Voice and Non-Voice)

. Handling a team of 3-4 Voice and Accent Trainers (Direct Reportees),

for the support of the 12 projects

. Transitioning and setting up of the entire V&A Training function in

the new projects.

. Handling the hiring/onboarding and administrative tasks of new

trainers, as and when necessary

. Conducting Train the Trainer (T3) and up-skilling of the new trainers

in the project

. Delegating and Planning of the monthly targets for the trainers

. Tracking the weekly audit targets

. Setting up the weekly transport roster for the team

. Performing monthly RTRs

. Maintaining trainer QCs and HR 1-on-1s

. Conducting team calibrations

. Tracking and reducing transport no shows at the team level

. Implementing IBM's Think40 trainer learning to improve effectiveness

of training delivery

. Mentoring the Yellow Belt project closures for the team members

Functional Responsibilities:

. Preparing and presenting the client decks

. Floor Support - Call Audits/Feedback and Sessions

. Reporting weekly and monthly data to the Ops and V&A Heads

. Developing and publishing tri-monthly TNI/TNA reports

. Developing training modules on Soft Skills and Culture (US and UK) as

part of content development for NHT and the floor population.

. Data collection and analysis of team-wise and agent improvement

opportunities

. Hiring new and DTP candidates and delivering hiring throughput

. Taking up training batches based on requirement

. Assisting the operations in conducting R&R programs for the floor

. Conducting employee engagement activities on the floor

> Worked from April 2008 to June 2011 as Voice Accent and Soft Skills

(VASS) Trainer with IBM Global Process Services Pvt. Ltd., Gurgaon

Roles and Responsibilities:

. Conducting training and floor refreshers on the basis of the

baselining needs.

. Action Planning for the new and the seasoned agents.

. Training the New Hire batches on Client specific modules on Culture

and Soft Skills

. Providing smooth hand-off of trainees from NHT to Bridge for process

training

. Feedback and coaching support for Bridge

. Auditing calls and sharing feedback with the agents on the floor

. Conducting TNI/TNA refreshers for the floor population

. Training the New Hire batches

. Developing need-based training modules for NHT and the floor

population.

. Developed a module called "Simon Says" for linking soft-skills with

process updates across the floor

> Worked as VASS - Voice Accent and Soft Skills coach with IBM Daksh

Business Processes Pvt. Ltd., Gurgaon from January 2007 to April 2008.

Roles and Responsibilities:

. Auditing calls and sharing feedback with the agents on the floor

. Conducting need based refreshers for the floor population

. Developing need-based training modules for NHT and the floor

population.

. Data collection and analysis of team-wise and agent improvement

opportunities

> Worked as Specialist - Technical Support with IBM Daksh Business

Processes Pvt. Ltd., Gurgaon from June 2006 To December 2006.

> Worked as a Programmer with Omam Consultants Pvt. Ltd. New Delhi from

June 2004 to June 2005

Roles and Responsibilities:

. Design and Development of the company's website using web-based

technologies like JSP, Java and Servlets/Tomcat

> Worked as a Programmer with Silicon Software Technologies Pvt. Ltd.,

Jodhpur from October 2003 to March 2004.

Roles and Responsibilities:

. Design and Development of the company's internal accounting software

using technologies like Java Swing.

Professional Achievements

. Received client appreciations for the intervention and setting up of

the V&A function

. Awarded with the "Manager that Shines" award in 2012.

. Awarded as the "Einstein of the year" award for developing a knowledge-

check module for soft skills for the floor population in 2009.

. Completed a Yellow Belt module for the reduction of Language DSATs on

surveys in Jan 2010.

. Performed and participated in various music shows held on the process

floor.

. Awarded incentives and recognition for being the best VASS Coach in

2008.

Professional Education

. 3-years full-time regular Master of Computer Applications (M.C.A.)

from University Of Rajasthan, Jaipur in 2003 securing overall 74%.

Academics and Education

. B.Sc. (Computers) from Jai Narain Vyas University, Jodhpur in 1998.

. Higher Secondary (P.C.M.) from St. Anne's Senior Secondary School,

Jodhpur in 1995.

. Class X from St. Anne's Senior Secondary School, Jodhpur in 1993.

Voluntary Military and National Services

. Offered service for 3-years as an Air-Wing cadet in NCC with the 4-RAJ

Air-Squadron, Jodhpur.

. Was a glider pilot with the 4-Raj Air Squadron, Jodhpur

. Holder of a "B-Certificate" for service with NCC

. 3-years voluntary service for the NSS.

Extra-Curricular Activities and Achievements

. Aero-modelling with the NCC Air-Wing.

. Stood first in the Graduation Annual function musical competition.

. Awarded for excellent musical performance with the guitar at the

annual Air-Force Association meet.

. Participated in Plays/Debates/Extempores/Sports competitions at School

and College level.

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