Customer Service Training
Resume:
Tan Ming Fath
Asfield, NSW ***1
********@*****.***
Work Experience:
Jul 2006- Oct 2015
Minacs Pvt Ltd.
Master Trainer
Joined the Organization as a Product Trainer to transition a Credit Card Program (Inbound Customer Service). Trained several Finance LOB (NRI Banking, Bank Products), B2B campaigns, B2C Campaigns and Sales.
Was promoted to a Training Executive and Additional responsibilities were added to my job profiles besides Product Training. Soft Skills and Accent Training was also part of my Job Description.
Recruitment: Interviewing New Hires for various campaigns, helping recruitment to create Minimum Skills Requirement and mapping them with various training programs and assessments. Create Training document (ISO documents), and SOPs.
Promoted to Sr. Executive and handled additional responsibilities. Team of Aux Trainers and Executives were part of my team. Transitioned Various 3rd Party Collections programs to the Site. Traveled to other sites in India to transition Banking LOBs, Soft Skills and Communication Training.
Promoted as Master Trainer
Job Description: Soft Skills Training, Customer handling skills training, Sales Training, Collection Training and telephone etiquette. Handling a team of trainers and quality executives. Handling induction training and sending timely reports. Ensuring Training Need is identified and timely training conducted. Creating ISO Documents for Various training, Agenda, MSR.
ISO Audits internal and external. Ensured Quality forms were mapped to the KPI of the program by classifying them into EC, BC and CC Scores. Ensuring Table F met for all campaigns and Action Plans created for defaulters.
Visited USA in Woodstock GA and completed Collections Training. Came back to India and trained the collectors in India for a 3rd Party Collection Agency.
Visited Canada in Pickering ON and completed Credit Card Training and returned to India and Trained the Credit Card Officers to take Inbound Customer Service calls and Sales.
HDFC Bank: Trained the Phone Bankers NRI Products and Services.
Apr 2006 – Jul 2006
3 Global Services
Customer Relation Advisor
Job Description: handling calls for telecom process.
Oct 2002 – Mar 2006
ICICI One Source
Sr. Customer Service Associate
Job Description: handling inbound Customer Service calls for a leading credit card company in USA.
Education Qualification: HSC Mumbai University 1997
Additional Certification and training:
Capital One Bank TTT: Sep 2007
Green Belt Six Sigma Training
ADDIE Certification
Skills
Training
Soft Skills
Customer Service
Sales B2B and B2C
Banking
Credit Card
Upselling
Outbound Call Centre
Communication Skills
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