Customer Service Training

Paramananth Shankar

Email: **************@*****.***

Mobile: 962-***-****

Professional Experience

Currently working as a Freelance Corporate IT, soft skill and Voice & Accent Trainer

Under gone an in house training on SIX SIGMA up to green belt by DELL INTERNATIONAL

TRAINING EXPERIENCE :

• Hardware and networking training

• Wireless and LAN/WAN training

• IT Product training

• Soft skills and life skills training.

• Business communication training

• Effective presentation skills

• Life skill training – team building, time management, stress management, etc…

• Customer Service, Email Etiquette, telephone etiquette.

• Personality Development Training.

• Cross trained in workflow to provide quality services to clients.

• Maintain Internal and External Error coaching logs for the Error feedbacks for client.

• Presentation techniques.

Chief task handled

:

• Conducted in house class room training for the new hire batches in terms of language communication, V&A and

soft skills (leadership, personality development, corporate environment, time stress management and

employability skills etc..)

• Handled Pre & Post assessment perforation along with score card for soft skills .

• Communication assessor for new batches (assessed on grammar effectiveness, accent, call parameters,

customer service, customer experienced, telephone etiquette, calls handling skills, voice modulation, articulation

and words stress syllable pattern.

• Handled nesting team and CSAT scored for the floor as a whole.

• Handled training sessions for the new batches and senior batches .

• Calls calibration and CEA (customer experience alignment) session with clients on weekly basis.

• Give progressive feedback to agents within 24hrs.

• Conduct team huddles and give feedback for the respective team during A bay review sessions.

• Refreshing training the associates on soft –skills, communication and American accent, culture.

• Handle, Participate and interact with the clients directly in clarification and calibration activities to ensure fair and

accurate evaluations are performed every week and keep the team posted with new updates periodically.

Workshops Handled:

• Conducted work shop on Time Management,

• Creativity Workshops for various client,

• Effective communication,

• Business Communication workshops,

• Customer Service,

• Email Etiquette workshops,

• basic grammar and cultural sensitivity.

• Personality development,

• Interview skills, Body language and Logical reasoning,

• Emotional intellectuals, first time Manager, etc………

• Networking and hardware

• Wireless technologies

• Six sigma

Professional Experience:

• Dell International Services, Bangalore, India

TECHNICAL SOFTWARE EXPERT Oct 2006 Sep 2008.

• Transwork Ltd., Bangalore, India

Sr. Associate .Apple Process UK (power Mac,iMac, eMac, iPod)

( june 2005 to Sep 2006 )

• SSS Infoch Pvt Ltd., Singapore

Administrator Technical Support WIRELESS

Worked as a technical wireless maintenance professional in Development, Management System for PDA

• Computer Garage, Chennai

Sr.Network Administrator (1996 – 2004)

Additional Information:

Under gone an in house training on SIX SIGMA up to green belt by DELL INTERNATIONAL

Academic Qualification

Educational Qualifications:

* B.Com ( Bharathiar University, Coimbatore, India )

* Advanced Diploma in Hardware & Network Administration

I hereby declare that all the information given above is true to the best of my knowledge and belief.

Thanking You

Paramananth shankar

Mobile: 962-***-****

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