Customer Service Training
Resume:
Damian Michael Martin
Trained on CELTA Methodologies – merit. uk
No 2/3 Indira Nagar, Adyar, Chennai (TN). Mob: +91-875*******; Email: *******@*****.***
Executive Summary
COMMUNICATION SOFT SKILLS trainings process trainings Content Developement
Recruitment and Induction
Team Management
Training Delivery
On-line Training
Dip stick metrics on QC parameters
Operational and TNA Management
Training Content Development & Editing
Trainer Efficiency Evaluation
Process Improvement Metrics
Client Management
Employee Engagement Activities
Interviewing New Hires
Managing HRMIS and PIP data
An expert in successfully managing, training, and facilitating all Learning and Developmental needs – In-house and On site. Independent and Reliable
PROFESSIONAL CAREER SUMMARY
Corporate Assistant Manager – Training and Quality, Facilitator & Trainer. Training professional with around 20+ years of overall experience in Orientation Sessions Corporate Training (UK and US utilities), E-Learning, Voice and Accent, (Blended learning) Non-verbal & Behavioural, interviewing IJP candidates new hires, Process Improvement and Client handling.
Expert in all aspects of managing training, training delivery, training reports, dashboards, managing a team of trainers, QCs, editors, and Voice coaches
Responsible for content creation, content validation, content development, creating feedback and assessment tools to validate efficiency of training and analyize ROI.
Conducting Induction Programmes for all new recruits & hand holding them for a month to help smooth transitioning into the organization, studying behavioural styles to analyse employees who could probably be a red flag, or identify ones who have intentions of staying in the organization for a short period.
Organising Orientation Programmes and reporting to the head L&D
Conducting quality audits and implementing strategic measures to bring continual improvement in quality standards and process improvements.
Exceptional communicator and presenter, equally comfortable with executives/management. Resourceful at maintaining excellent relations with international clients and providing value added customer service, ensuring quality and service norms.
Constructive feedback delivery as per the requisites for performance improvement.
Responsible for identifying an area of opportunity, creating an action plan & implementing strategies to improve overall productivity, efficiency and profitability of the engagement.
Managing, motivating and leading teams for running successful business process operations with proven ability of achieving service delivery/process targets.
Strong problem-solving and analytical abilities.
Successfully trained approximately 42,000 employees and executed above target efficiency & quality leading to appreciation from various management & clients
Certified on CELTA training methodologies by Merit Group – UK
Assisting HR on recruitment during Campus Recruitment, Job fairs and walk-ins
Independently managed onsite training for Nokia Siemens Networks – Chennai and Noida
AREAS OF EXPERTISE
Training Management:
Managing all learning and developmental needs.
Preparing on-line and CBT-based training modules. Evaluating and customizing content to check efficiency and ROI.
Interacting with stake holders and carrying out TNA to understand the specific training requirements
Validating “Statement Of Work” from the clients and emphasizing the importance of using relevant call scripts for any given projects.
Managing the functioning of 40 different projects for the Global Call Centre - GCC
Developing content, preparing and customizing training material for various clients.
Continuously updating training modules and methodologies for better effectiveness of training sessions.
Ensuring timely completion of all training assignments and consolidating progress and feedback in the HRMIS reports. the reports.
Working closely with operations and quality to tracking the team’s performance weeding out poor performers, and assisting resources who need further help or mentoring.
Ensure target efficiency is met with 100% quality
Resource Management:
Responsible for resource management for the department
Conducting presentations and interviews at various venues using my personal contacts
Generate red flag reports like (attrition and performance report) in order to forecast recruitment and aid project plans.
Creating & Maintaining the training data in the HRMIS
Observing attendance & leave pattern of the trainers and trainees.
Understanding the organizational and individuals goals and achievements.
Process / Quality Improvement:
Bringing improvements in processes by identifying the opportunity areas and taking steps to rectify areas of concern using the dipstick approach.
Random Checks on trainer’s and QC’s performance using language and compliance metrics.
Creating new processes and implementing these processes in parallel with team’s existing work
Random extraction of calls for evaluation purpose and check consistency.
Arranging workshops for Trainers, QCs, Editors and Trainees (IT professionals -Telecom Engineers and Fault Management Engineers)
Solely responsible for the quality of T-mobiles Customer Service – (Across US)
Professional Experience
Role
Assistant Manager - New Recruits & Induction Management & L&D
(Jan 2014 till date)
Merit Software Services / Nokia Siemens Networks
Description
Key Responsibilities:
Assisting Head - L&D and operations for all training and developmental requirements
Organizing and assisting HR during interviews – walk in, job fairs, and Campus Recruitment.
Conducting and facilitating Induction programs for new joiners, buddying up with new recruits to help them transition into the organization smoothly
Managing HRMIS reports and preparing TAC – Trainer Availability Calendar for L&D
Making presentations at colleges, campus recruitment, and job fairs
Conducting OHT – On Hold Training as and when required
Organizing In-house Soft skills & behavioural training programs
Identifying and flagging off poor performers and irregular employees, and weeding out unnecessary resources.
Interacting and addressing grievances of new recruits
Organizing time loggers, transport and banking facilities for new employees
Conducting employee satisfaction surveys.
Preparing online training modules for the voice and non-voice teams
Conducting trainer efficiency developmental workshops on modules and methodologies of delivering effective training sessions.
Evaluating training man hours and ROI for the organization
Role
Assistant Training Manager (Sept 2012 till date)
Merit Software Services / Nokia Siemens Networks
Description
Key Responsibilities:
Organizing & delivering all in-house training sessions
Conducting Induction programs for new joiners.
Leading L&D Department - Training and mentoring trainers and QCs
Making presentations at colleges, campus recruitment, and job fairs
Conducting workshops as and when required
Organizing In-house behavioural trainings for telecom engineers
Content development, preparing training aids viz., user guides or manuals, feedback forms etc.
Taking initial rounds of interviews
Developing, managing, analysing and reviewing training modules
Ensuring all training content is up to date
Continuously taking feedback from the customers
Working on internal process management
Creating training documents for internal use
Arranging employee engagement activities
Role
Freelance Trainer (Feb 2012 till Sept 2012)
IIT – Madras, Wipro Technologies, Sutherland Global Services, Agraram Foundation, YUME, Synergy Quad
Description
Key Responsibilities:
Preparing Soft skills modules on: Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments
Designing and developing training and development programs based on both the organization’s and the individual's needs
Considering the costs of planned programs and keeping within budgets as assessing the return on investment of any training or development program is becoming increasingly important
Working in a team to produce programs that are satisfactory to all relevant parties in an organization, such as line managers, project coordinators, delivery managers, delivery heads, and senior managers at board level
Developing effective blended-learning induction programs
Devising individual learning plans, Producing training materials for all in-house courses from the scratch
Managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organization
Monitoring and reviewing the progress of trainees through questionnaires, feedback forms and discussions with managers
Ensuring that statutory training requirements are met
Evaluating training and development programs
Amending and revising programs as and when necessary, in order to adapt to changes occurring in the work environment
Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups
Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses.
Visiting campuses and conducting seminars and soft skills training sessions on:
Campus to Corporate
Corporate Culture
Body Language at Work
Customer service – Voice, Chat, and Email.
How to Think Positively in Tough Times
How Emotional Freedom Works
Kill Procrastination with Emotional Freedom
Personal Grooming
Presentation Skills
Personality Development
Preparing agents for Amazon chat, mail, and voice process.
Video shooting presentations to provide effective and constructive feedback
Role
Lead Trainer / Head - Editorial and QC (Sep 2005 to Feb 2012)
Element K / NIIT
Key Responsibilities
1.Content development for online and CBT courses for North American Audience.
2.Translating US English to UK, Editing and proof reading course content.
3.Coordinating with the voice artist in the US for the various course requirements.
4.Understanding the various training requirements, and tailoring various training modules to cater for business, operational, and development goals.
5.Ensuring that the training calendar, and the TAC – Trainer Availability Calendar is maintained and updated.
6.Executing and facilitating all training programs for each fiscal year.
7.Conducting soft skills training sessions on corporate etiquette, conflict management, time management, email etiquette, and other soft skills programs.
8.Training Instructional Designers on writing for an American audience.
9.Reviewing the edits of Instructional Designers and Content Editors.
10.Conducting Intensive training sessions for individuals.
11.Conducting classroom training sessions on written and verbal communication for the entire organization – 18 departments – 400 employees
12.Preparing necessary training material and evaluation metrics score sheets, and relevant exercise sheets.
13.Accompanying the H.R. Department for campus recruitment and job fairs.
14.Maintaining the HRMIS for the entire L&D needs.
15.Conducting all cultural related activities in the organization.
16.Coordinating and helping in voice over recordings.
Role
Train The Trainer (Mar 2004 to Sep 2005)
NEXT INDIA Pvt. Ltd.
Key Responsibilities
1.Set up new projects and training centers in various parts of India – Chennai, Calcutta, Delhi, Gurgoan, Jaipur.
2.Trained the agents for call-center processes on Voice and accent, Customer service, American culture. Trained approximately 50 batches.
3.Was trained by Wipro (Delhi) to cater to their needs using their module.
4.Completed training, and set up W.S.M. voice process in Delhi. Later trained the trainers and expanded the training department.
5.Trained about 75 trainers.
6.Trained the first three pilot batches of Gecis (GE). The agents were able to hit the floor on completion of our Voice and accent, and soft skills training.
Role
English Trainer (Jan 2001 to Mar 2004)
Ministry of Education Republic of Maldives
Key Responsibilities
1.Training students for A+ Level and O+ level Examination. Training working professionals in C.A.E. (Certificate in Advanced English)
2.Preparing lesson plans and teaching Grades – 7, 8, 9.
Education
MA (English Literature)
Annamalai University
1998 – 2000
completed training development workshop on celta methodologies
merit - uk
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