Training Customer Service

Tanuja Pathania Marital status: Married

House # *2/HIG Top Floor Nationality: Indian

Senior Citizen Society, Sector 48 Husband's name: Mr. Ankush Pathania

C- Mohali Language proficiency: Hindi, Punjabi and

Mobile: 998-***-**** English

************@*****.***

Objective:

Qualified Voice N Accent, Communication & Soft Skills Trainer seeking

situation that allows me to use my vast work experience and knowledge to

gain business for the company and to bring about positive change. To

obtain a position in a company that will allow me to grow along with the

company.

An Overview:

Hands-on experience High level understanding Very effective with strong

in Voice N Accent and of business processes and Relationship Management

Soft Skills training. uncommon ability to work Successful at motivating

in shifts. team through clear

Huge experience in Strong ability to analyze communication and

Scheduling Training complex issues. outstanding organizational

Batches. Sound understanding of skills

Proficient with MS Data Analysis Around 10 years of work

Office and Open Proficiency with the experience.

Office skills. Microsoft Office, Word, Profound knowledge of

Excel and PowerPoint people management

Employment Work Profile

Free Lancing VNA, Soft Skills & Communication Training.

March 2014 -

Present

Drafting Process maps, SOP's (Standard Operating

Agilyst Procedure) using Visio.

Associate Assisted team in customer service training.

Process Manager Took part in hiring process and sorted suitable

- KM (Training & candidates.

Quality) Managed voice and accent training for new employees.

Sep 2012 - Oct Managed refresher course trainings and carried out

2013 regular call monitoring sessions for agents to identify

gaps and incorporate them in the trainings.

Collaborated with Quality team members to identify

training needs for employees.

Customized training according to process.

Handled batch administration, attendance, leave

management and rostering.

Email and Telephone Etiquette, Effective Listening

Skills, Business Communication

To identify training needs of assigned Teams from the

evaluations & conduct training programs. Training Need

Analysis & Planning.

Content Development Training Delivery & Facilitation,

Training Partner Management.

Post Training Effectiveness Evaluation, Design,

development and delivery of product training programs to

new joiners and junior executives.

Connecting with all the stakeholders, especially Business

Head, Line Managers. Preparing calendar for conducting

training programs.

Managing costs to be within budget; effective and

efficient utilization of all resources.

Puma Source Training initiatives to bring cost/ TAT reduction

Freelancing - Responsible for operations and hiring time table

Voice & Accent adherence.

Trainer Meeting deadlines effective planning, adjusting to

April 2012- July scheduling issues to handle transitions and ramp ups

2012

Conducting detailed Voice and Accent training.

Working on Training need analysis to increase the

productivity, reduce iteration, and increase customer

Satisfaction and customer experience.

Taking one on one session to judge the candidature for

the capability of training and individual motivation.

Designing task specific assessment schemes and set the

goals for training agenda.

Handling UK customers' requirement for hiring the

consultants and conducting interview for the same. Also,

matching the profile details with the available jobs.

Trained fresher groups of 15 to20 members each on voice

and accent with the soft skills and the knowledge

testing.

Updating team with Product knowledge by proper feedback

and call monitoring for quality.

Worked on designing plotters and professional

presentations for short and long term training sessions.

Specialized in VOC and Data Scrubbing. Conducting

motivational sessions for the team which assisted them to

be more result oriented.

Working on Training need analysis to increase the

productivity, reduce iteration, and increase customer

Satisfaction and customer experience.

Taking one On one session to judge the candidature for

the capability of training and individual motivation.

Regular call audits and sessions for quality and

preparing the quality dashboard.

IBM Global Recognized Training requirements and prepared

Services resourceful training programs.

Voice & Accent Coordinated with customers and provided feedback to

Trainer management.

Sep 2010- March Data Scrubbing and D-Sats/C-Sats (publishing as well as

2012 tracking).

Conducting daily team hurdles and New Hire trainings

(Sales & Customer Care LOBs).

Preparation of daily, weekly, monthly, quarterly and

annual reviews.

Carried out regular call monitoring sessions for agents

to identify gaps and incorporate them in the trainings.

Trained new hire employees the skills and techniques of

speaking English clearly.

Train technical support executives with their

communication skills so that they can talk to customers

in the best possible way over phone and email.

Key Learning Prepared communications and grammar module for

Points employees.

Conducted continuous education sessions for employees

based on feedback and training needs analysis.

Recognized Training requirements and prepared

resourceful training programs based on client

requirements.

Conducted refresher workshops and training sessions for

employees who were slow to come up the learning curve.

Revising amending and updating training materials on

regular basis to ensure that the information remains

relevant and up to date

Changing speech patterns, Voice production, Intonation

and rhythm, Email etiquette, Vowel & Consonant Sounds,

Syllable and Word Stress, Voice modulation & Speech

therapy.

NETWORKS - Getting admissions done. Counseling and Preparing

Education students for the Embassy interviews & polishing their

Admissions English language skills. Integral part of the team

Officer & IELTS involved in making tie-ups with different International

Trainer Colleges & Universities. Active participant in all

Jan 2009 - Jan the Seminars. Conducting IELTS Training & Soft Skills

2010 Training.

DELL International

Services -CSR Taking care of the entire customer related issues and

Aug 2006 - Dec explain the policy and procedure with respect to the

2008 bought product and upselling the Dell products.

Updating customers with all the new schemes which are

IBM Global being run by the company. Working with the prior motto

Services of customer experience. To settle the queries of

- CSR inquisitive customers.

Sep 2005-Aug 2006

INFORMATICS - Responsible for Personality development program as well

Computer Center as counseling sessions. Imparting Computer basic

English Trainer knowledge.

Feb 2004 - Feb Training the team members on English Communication,

2005 Soft-Skills & Leadership skills.

Train on - How to communicate in a meeting [in person

meeting] as well as over the conference meetings.

Train on Leadership & Soft-Skills.

How to communicate and understand people with American

accent as well as British accent.

Help in confidence building, email writing and written

communication skills.

Achievements

Wow calls award at Dell and Star of the Quarter Award

Fish Training Certified - IBM

Certification in Ticketing from ITFT, Simla

Education

Masters in English - Himachal Pradesh University,

Simla

Bachelors in English Honors - St. Bede's College, Simla

Declaration:

All the above given particulars are true to my knowledge and will be

supported with required documents. I also know that any false statement

will lead to the disqualification of my candidacy with the firm.

Contact this candidate