Customer Service Training

SARFARAZ EMMANUEL JOHN

EMAIL:************@*****.*** MOB: 766-***-****

AREAS OF EXPERTISE PERSONAL SUMMARY

Voice & Accent An articulate Trainer who is able to effectively communicate with

Personal Interviews trainees and students from diverse backgrounds or varying degrees

Group Discussions of ability. A committed and dedicated professional with a proven

Module Construction ability to teach, train, motivate and direct students to maximum

Lesson Planning performance by encouraging a positive and energetic environment.

Team work

Personality Development Fully conversant with English Communication and its concerned

Confidence Building aspects and with exploiting technology in the classroom to make

the most of the learning experience. Presently looking forward

CAREER STATEMENT for a Trainer’s position with a progressive organization.

“I feel that my greatest CAREER HISTORY

strengths are my ability to Two years worked with - IBM, Convergys and Vertex (B.P.O)

understand and meet the Three years experience in Career Edge-Personality Grooming and

needs of individual trainees Spoken English Centre.

Having a clear understanding One & a Half year experience in PCL British Center for

of the importance of being Languages.

able to provide a stimulating, S.A.R.V Management institute

caring and consistent FREELANCED FOR:

environment for trainees.” Grass Academy- Aliganj, Lucknow

Sarfaraz Emmanuel John I360- Hazratganj, Lucknow

Aspire- Gurgaon-(Lala Lajpath Rai University- Moga, Punjab)

Global Center of Languages- Alambagh, Lucknow

PERSONAL SKILLS SET CAREER GRAPH WITH NOTABLE ACCOMPLISHMENTS

An eye for detail IBM, Convergys& Vertex Gurgaon

Excellent communicator As Customer Care Executive 2003 to 2005

Tactful & articulate Process:

Problem solving IBM- United Airlines (US)-Ticketing

Excellent organizational skills Convergys- Citi Bank (US)- Customer Care

Vertex- Orange (UK)- Pay as you go

Career Edge - As Trainer: Lucknow

Trainer-Voice & Accent and Communications 2005

Training students how to read, write and speak English in a large

and successful comprehensive. Training students on Spoken

English and Accent Neutralization. Providing a classroom presence

and contributing to the positive ethos of training. Putting students

first by demonstrating energy, vision and innovativeness.

Duties:

• Helping trainees to define and identify different

commonly used accents.

• Conducting up to 8 sessions in a day.

• Recording and monitoring trainees’ attendance.

• Marking work and giving appropriate feedback to trainees.

• Preparing students for Group Discussions and job oriented

Personal Interviews.

• Taking sessions on Phonetics and Pronunciation.

• Defined responsibility expectations for each team member

Upraised as Main Stream Voice & Accent Trainer and

Asst.Training Manager& Training 2007-2008

Duties:

• Tailoring training methods to suit the needs of individual

students.

• Planning, enhancing and delivering lessons to a range of

Communication classes.

• Devising and Composing new modules and curriculum

materials.

• Assessing tests, Mock Interviews and Group Discussions.

• Conducting sessions on Phonetics, Pronunciation,

Intonation and Syllable Stress.

• Delivering Sessions to new hired trainers and employees

on Soft Skills and Personal Interviews.

• Assisted Counselors and subordinates in customer service

training.

• Provided feedback to Management and respective Centre

Heads.

PCL British Center for Languages.

Creating an atmosphere which is comfortable and at the same

time stimulating, thereby helping trainers and students to grasp

required communication skills and furthering knowledge in

their concerned area of interest in communications.

Duties:

• Managed Voice and Accent Sessions for trainees and new

hired Trainers.

• Conducted Refresher Course Training.

• Collaborated with Quality Team Members.

• Customized training according to new enrolled batches

for Professional Training, English Communications and

Spoken English Batches.

• Conducted sessions on IPA (International Phonetic

Alphabet) for Trainers and students.

• Tailored Conversation sessions and Mass activities for

trainees.

• Conducted sessions on Call Centre Customer Care

services training.

• Keeping guardians updated about their concerned

individuals progress if needed.

• Listened to the issues of fellow team members and

provided lists of possible options to avoid conflicts and

expedite work.

PROFESSIONAL HIGHLIGHTS S.A.R.V Management Solutions English Division-

Hands on experience in V&A and Murshedabad, Behrampur- Kolkata WB

Soft Skills Training. Establishing and Monitoring S.A.R.V Management

Experience in Scheduling- institutes in West Bengal regions. Main area of

-Training batches. Concern- Behrampur, Murshidabad West Bengal.

Ability to analyze complex issues Planning and Forecasting budget expenses.

Uncommon ability to work in Assisted marketing team in customer service.

Shifts and Back-to-Back sessions. Recognized training requirements and prepared

resourceful training programs.

Compiled and customized training modules for

for Spoken English classes, Demo sessions and

V&A.

Assisted in liaising with other Professional and

Educational Institutes for Business Development.

FREELANCED FOR-

Grass Academy- Ali Ganj LKO Global Center of Languages- Alam Bagh LKO

CMS- Ali Ganj - Soft Skills. Conversation Sessions

I360-Sapru Marg, Hazrat Ganj LKO Group Discussions

Conducted Customer Care Services Interview Skills

training for Call Centre aspirants. Voice and Accent

Job specific interview training sessions. Soft Skills

Group Discussion Video recording sessions

Voice and Accent. Visual and Listening sessions which included English

Aspire- Gorgaon- songs and viewer friendly English movies.

Lala Lajpath Rai Technical & Management University- Moga Punjab

Soft Skills Training Program

CONTENT WRITING KEY COMPETENCIES AND SKILLS SET

Shabd Technologies: Discussing course objectives, training expectations &

Researched, composed and edited homework policies.

web search engine-optimized content. Segregating students down into manageable groups.

Proof read and edited creative team’s Able to communicate effectively both verbally and in

online content before going live. writing.

Worked collectively with fellow content Flexible and adaptable.

writers and creative team to provide Considerate and patient.

accurate up-to-date information. Can involve and inspire students of all levels.

Achieved weekly goals and deadlines Can form swift and productive relationships with

set by the company. fellow peer group and staff.

Able to stay calm in all situations.

ACADEMIC QUALIFICATION Can assimilate within a department and an organization

Christ Church Degree College quickly and effectively.

Kanpur University- 2004 PROFESSIONAL

B.A Able to use computer assisted educational resources.

Researching new topic areas and maintaining up-to

-date subject knowledge.

Able to train vulnerable and sometimes challenging

students.

PERSONAL DETAILS: A committed and organized professional, individually

as well as a team player.

Sarfaraz Emmanuel John

MOB: 766-***-****

EMAIL: ************@*****.***

Kaesarbagh

Lucknow UP-226001

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