Manager Training
Resume:
CURRICULUM VITAE
SHERBIR SINGH E-**C, Vatika
Apartments,
DDA MIG Flats,
Mobile: 987******* Mayapuri,
Email: *******@*****.*** 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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