Training Customer Service

Melvin Libera

Vashi, Navi Mumbai

Mobile: 919*********

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

MANAGER LEARNING AND DEVELOPMENT

Seeking a learning and development position where extensive experience will increase profits and customer satisfaction.

SUMMARY OF QUALIFICATION

enterprise – level training rollouts. Experienced with selecting, testing and administrating learning management systems. Significant experience authoring text-based and computer-based training materials. National and International speaking credentials. Major strengths include:

Training management

Learning strategies

Training Project Management (Agile)

Leadership Development

Training Need Analysis

Learning Management System

than 11 years of increasingly responsible management, leadership development, training project management and instructional design experience. Skilled in motivating training professionals to Excel. Expert in project management of

New Hire On boarding

Instructional Development & Design

Large Scale Implementation Support

Synchronous online learning

Learning and Development

Designed, developed, delivered L&D solutions which create performance-centric Organizations, populated with success-directed leaders, managers & teams

Led OD work-stream team to drive business strategy alignment and enhance

levels of employee engagement for a global MNC

Designed & implemented new ‘people processes’: a new Talent Management

model/approach for high attracting/retaining hi-performers (Telco & Insurance)

For a leading global company (Telco) provided culturally sensitive and cost

effective management development, skills training and 1-2-1 coaching solutions

Developed/rolled out a programme toenhance customer relationship management skills and sales selling skills

Designed/delivered range of L&D programmes to equip managers / supervisors with leadership/management skills (FMCG/Retail sectors)

Designed, developed & delivered a strategicchange programme tasked with transforming organization into a high performance organization with a ‘performance centric’ culture

Facilitated Directors through ‘strategicanalysis’ process to identify opportunities for ‘competitive advantage’ post-merger

Consulted at Director/Board level across international (Insurance sector) business inorder to advise on appropriate L&D interventions to support business goals

Migrations:

Created End-to-end training solutions for migration for insurance processed for Australia and U.K. geographies.

Designed and customized content as per the client requirements for the migrated and BAU process.

Design and implementation of training strategies, methodologies and resource management

Design content, evaluation tools and customize it to various streams of business – General insurance, Life & Pensions and Healthcare catering to clients across the UK, US and Australia.

Client management from training and attrition stand point.

Manage & Chair client Calibration and Accreditation methodologies involving consultants.

Responsible for ensuring passing percentage through external vendor trainings

BAU Training activities:

Voice Capability- Responsible for voice profile hiring; conducting voice checks for consultants, lead coaches and managers to ascertain only trainable resource in terms of voice capability.

Building voice capabilities by creating and running training programs to up skill staff to increase their voice capabilities

Well versed with voice assessment tools like versant

Building competencies, business acumen and mentoring members to establish winning teams.

Managing data center for training with full accountability towards running a cost-effective function.

Up skilled and mentored trainers to help them achieve their certification on V&A

Up skilled trainers in calibration with clients for them to be aligned to customers

Strategic Training Interventions for creative solutions

CERTIFICATIONS

Bachelor of Commerce

Master Trainer - Voice& Soft Skills

Master Trainer - Competency Mapping

Train the Trainer

Instructional Design – ADDIE

Project Management (Transitions)

Commerce

Vigent Info Solutions

Convergys

Dale Carnegie

Dale Carnegie

WNS (Agile)

1999

2004

2006

2009

2009

2012

Occupational contour

Squareone Technologies – Freelance Consultant

IT Solutions (March ’16 – Till date)

Role:

Designed and implemented the Training Framework

Designed and developed technical training

Designed and developed Modules (Communication, Culture and Process)

Created Evaluation tools used across lines of business

Created End-to-end training solutions

Design and customized content as per the client requirements for the migrated and BAU process.

Design and implementation of training strategies, methodologies and resource management

Design content, evaluation tools and customize it to various streams of business

GlobalStep – Training Manager

(June’14 – Dec ‘15)

GlobalStep is a high-tech professional services firm with offices in Dallas, Los Angeles London and Operations in Pune India. Our lines of service include Quality Assurance, Analytics, and Process Replication and Enhancement.

Lines of Services catered to:

Interactive Entertainment

Infrastructure Management

Business Process Outsourcing

Software QA

Software Design

Role:

Designed and implemented the Training Framework

Designed and developed Game/Software testing training

Developed and designed LMS

Designed and developed Modules (Communication, Culture and Process)

Created Evaluation tools used across lines of business

Responsible for Product, Process and Behavioral training for IT Software and Game Testing across Pune and USA

Created End-to-end training solutions

Design and customized content as per the client requirements for the migrated and BAU process.

Design and implementation of training strategies, methodologies and resource management

Design content, evaluation tools and customize it to various streams of business

Attainments:

Selected to represent company in Barcelona, Spain at a conference.

WNS as Group Manager

(Dec’11 – Dec’13)

Spearheaded a team of 3 Deputy Managers and 6 Team Leaders and facilitated training programs.

Hired and ramped up the process to 757 FTEs

Migrations of Suncorp - an Australian Joint Venture in General Insurance responsible for:

oPre Migration Analysis on voice requirements

oCreation of Voice Plan, Framework and Escalation Matrix

oCreated and modified Voice, Soft skills and Australian Culture Modules for different streams

oPivotal in designing and rolling out the Evaluation sheet

oClient management to discuss, implement strategies and creative solutions

Dexterously managed Training through External Vendor Programs which includes:

oEnsuring the candidates hired are voice capable after completion of the training program

oEnsuring client mandate requirements are delivered through external vendor training

oWorked on building session (training) plan basis client requirement

Handled three lines of business across different locations to ensure client requirements are met, mentored trainers that lead to increased voice efficiency, accelerated customer satisfaction and slashed error rate.

Conducted trainer certification on Voice, Soft skills and calibrated them on the hiring & Evaluation tools used across line of business.

Capturing and analyzing the effectiveness of modules rolled out and making changes as per requirement

Responsible for Accreditation of the new joiners and Voice Accuracy on the floor

Improvement of CSAT (Customer satisfaction) for 250 voice callers

Attainments:

Certified Master trainer on Voice & Accent

Increased the voice capability for healthcare from 20% to 50% in a span of a year

Drove the yearend target completion on service academy across sites

3 Global Services as a Senior Trainer Australia Operations (3g and Vodafone).

May’07 – Dec’11)

Leading a team of three trainers.

Developed training calendar

Have helped design training modules

(Handling Difficult Situations, Customer Service, V and A Module)

Conducted Train the Trainer programs (20 days each).

Conducted Product/Process,V& A, Sales and Soft Skill Training.

Managed On The Job Training

Conducted Behavioral Training

Managed interviews

Worked with Convergys India, as a Senior Trainer and Quality Analyst

CSAT (Australia Operations- Optus) (March 2005 to May 2007)

Completion of CI - TIP (Continuous Improvement based on 6 sigma model)

Completion of NMAP (New Manager Assimilation Program)

Certified by IBSTPI (International Board and Standards for Trainers &

Professional Instructors) on PFS (Professional Facilitation Skills)

Certified as Communication & Culture trainer

Lead a team of 3 CCT trainers

Developed training calendars

Have been actively involved with quality. Responsible for quality

Monitoring and improvement plan for more than 100 associates.

Managed the team of 2 communication coaches who are

Responsible for call monitoring and quality improvement plan.

Have designed training programs, which help in increasing Quality.

Facilitated 15 day TTT for 10 Trainers, 15 TLs & 5 managers

Created numerous report formats to track daily data, weekly

Scores, graduation reports, forecasting, scheduling & staffing.

Co-Led set up of Training department (CCT) at a brand new center in Thane.

Led customized curriculum design for our Australian Client, a telecom giant.

Initiated Diagnosis and design for reinforcement & Operations specific

Training.

Managed corporate training like Leadership skills, Business writing skills,

Conference calls essentials, Stress Management, Client Interaction,

Coaching and feedback, Presentation skills., Customer service skills.

Worked for Vigent Info. Solutions as a Voice and Accent Trainer

(US & UK) from June 2004 to March 2005

Vigent deals with Training Outsourcing. They outsource trainers’to various Call Centers such as GTL, E-Serve, and JP Morgan etc.

This gave me an exposure to train in different call centersamongst new people and new culture.

Behavioral Training (Team Building, Time Management, Decision Making,Conducting Meetings etc.)

Worked for Intelenet Global Services as a Reinforcement Trainer.

(March 2002 till May 2004)

Intelenet Global services being a joint venture of HDFC and TCSwas a challenge I had to take on. I worked with Household Credit CardCollections. My target was to meet the SLA's.

I was promoted to reinforcement Voice and Accent Trainer inJanuary 2004, which included monitoring of calls and providing feedback. . Also training (U.S voice and accent) the CRE's on the floor.

Worked for Tracmail India ltd. As a Senior CRE.

(Call Center, from Feb 2000- March 2002).

I was handling the American Express account from USA. Specifically related to credit card collections. I have also trained the new batches on specific topics (Collections and system tools. I have also worked on

Projects as: Webhelp, Community Connect, Microsoft.

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