Balvindra Vaid

Overview

• A result oriented professional with more than 18 years of an accomplished career track of delivering world class customer service.

• Experienced and confident with troubleshooting and targeting the customer understanding, explaining and resolving the customer’s issues to the best of their satisfaction in the most cost effective manner.

• Streamlining workflow by creating a teamwork environment to innovatively enhance the profitability.

• An effective communicator with an exceptional level of understanding in the areas of relationship management and ability to relate to people from any level, any genre or any caliber.

• A go-getter attitude towards starting and setting up of a team from the scratch after having scanned thoroughly the requirement of the department. Professional Summary

CONCENTRIX DAKSH & SERVICES INDIA PVT. LTD.

28th MAY 2021 To 21th OCT 2023 as “Lead, Training & Quality”. (BARCLAY’S, White Hat Jr. & HDFC)

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.

• Utilize effective presentation and facilitation skills including creative training techniques and adult/ accelerated learning techniques using a variety of training delivery modalities in a classroom environment.

• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities.

• Accountable for achieving individual training performance metrics Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required).

• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.

• May support Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive, classroom training, and written job aids.

Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation.

CV of Balvindra Vaid Mob: +91-773******* Page 1 of 4 Balvindra Vaid

WIPRO Ltd. 19th January 2017 To 15th April 2019 as “ASST. MANAGER TRAINING”.

(Telecom)

• Participate in KAT related activities in the account and work with the client and various stakeholders to ensure that processes knowledge is documented and transferred to the operations team.

• Deliver Generic Domain Specific Modules along with up skilling resources on process.

• Structure On boarding Training requirements.

• Ensure that all new employees go through the defined new learning path for their respective roles in the account.

• Deliver pre-process and process training for new employees.

• Support new hires during OJT and GO-live.

• Provide refresher and remedial training for existing employees.

• Ensure all regulatory requirements are complied with from time to time.

• Maintain trainee data and information & Generate training reports from time to time.

• Provide feedback and coaching to analysts on the floor. Take ownership for improvement in analysts’ performance.

• Analyze training needs for employees working for the account.

• Responsible for adhering to training standardization guidelines defined by the BU Training Function.

• Responsible to work with ops to bridge gaps during training. UNITRON HEARING INDIA Pvt. Ltd. 20th July 2015 To 6th June 2016 as “SALES TRAINING MANAGER”.

• Drive the Sales Excellence project local implementation to achieve the sales excellence goal.

• Continue improving the skills and capabilities of sales force to support the business growth.

• Contribute to the field of training and development to support the needs of talent development.

• Responsible for the corporate Sales Excellence training localization, act as the owner to lead the India Sales Excellence implementation.

• Deliver the Sales Excellence training for sales rep, drive the high-quality follow-up session and monitor its progress.

• Optimize the local implementation of the Sales project, drive the continuous improvement to meet the sales excellence goal.

• Facilitating the new sales orientation program and speed up the integration, coordinate with hiring manager and HR on the coaching and probation assessment.

• Probing the training needs among the sales organization, put efforts on the planning and implementation based on the identified training topics.

• Analyze performance of sales personnel to determine need for additional training.

• Organize, execute and measure the effectiveness of internal sales training.

• Develop, maintain and improve the training materials.

• Keeping informed of new training method and techniques of competitors.

• Performing other duties as required by immediate supervisor. CV of Balvindra Vaid Mob: +91-773******* Page 2 of 4 Balvindra Vaid

NIS SPARTA (RELIANCE COMMUNICATION) 20th November 2014 To 14th July 2015 as “CONSULTANT TRAINER”.

• Conducting Induction for the new joiners in the Direct Sales Team Executives (Post Paid).

• Product Training for Direct Sales Team Executives (Post Paid).

• To deliver classroom and On the Job coaching to impact Business results.

• Identify gaps in knowledge and conduct refreshers as corrective measure to improve productivity.

• To conduct on field studies to identify process, skill and knowledge gaps to providing inputs to TL/ABM to help conceptualize & construct learning solutions to a positive impact. CHOPRA ASSOCIATES

22nd November 2010 – To 15th November 2014 as “SALES & SERVICE CONSULTANT” Pan India.

• Managing both primary and secondary sales.

• Handle the distributor and dealers Networks.

• Taking care of Payments from distributors and dealers.

• Responsible for Post Sales Service so as to achieve targets on time.

• Monitor the Competitor activities in business territory & giving feedback to the sales team to develop business strategies in market.

• Ensure national level activities with key customers.

• Taking ownership of customers issues and follow problems through to resolution.

• Coaching and team development.

• Customer focus and development.

INTELENET GLOBAL SERVICES PVT. LTD. Mumbai (BARCLAYCARD V.C.C) 12TH February 2007 – To 18th November 2010 as “SENIOR CUSTOMER SERVICE EXECUTIVE” for BARCLAYCARD – one of the leading credit cards in United Kingdom.

• Worked as a Sr. Customer Account Manager, dealing with the customer’s financial information through a large number of calls in relation to their credit cards, advising them how to manage their account.

• Assisting the customer queries related to their statement of accounts based on their credit limit, balances, transactions, interest rate, payments etc.

• Also advising and assisting customers with disputes involved with merchant, by raising a dispute and forwarding cases to dispute team for further investigation.

• Dealing with frauds on the account by raising fraud cases and coordinating with the fraud department for any fraud related queries.

• Managing collection accounts and also taking care of customers going through financial difficulty, by forwarding their information to the backend team for corrective action.

• Promoting and selling the revenue and non-revenue generating products of the company such as Protection plans, Discount plan, Insurance products, Balance transfer.

• Imparting the product knowledge to the new CAM* on the job at a very micro level. CV of Balvindra Vaid Mob: +91-773******* Page 3 of 4 Balvindra Vaid

WIPRO SPECTRAMIND SERVICES PVT. LTD. (DIAMONDS)

20TH OCTOBER 2003 – To 22nd FEBRUARY 2006 as “ASSOCIATE” for AMERICAN EXPRESS CARDS one of the leading credit cards in the UNITED STATES OF AMERICA.

• Worked as an Associate for the American Express cards, exhibiting exceptional customer service skills.

• Also worked as a support staff for the operation floor, Quality Dept & Training Dept.

• Imparted knowledge about Credit cards and Customer Service to the new associates.

• Worked as a team coach and played vital role in team performance and quality control.

• While assisting the Training Dept conducted classroom training, refresher training, conducted assessment and provided feedback.

• While assisting the Quality Dept have monitored calls, gave feedback and worked on getting the results from the fellow associates.

• While assisting the operations have worked with different team leaders as a part of floor walking, also helped the OJT segment.

• Have been honored as the Star Performer for the overall performance in the year 2005. RAMEE GROUP OF HOTELS

09TH JANUARY 1998 TO 10TH OCTOBER 2003 as “FRONT OFFICE SUPERVISOR”

• Started the career with Ramee Group of Hotels, joined as a Front Office Assistant with Ramee Guest line Hotel (KHAR-West), later got promoted as a Front Office Supervisor and got transferred to Ramee Guest line Hotel (JUHU)

• As a Front Office Supervisor and acting Duty Manager, was responsible for the front office which consisted of reception, telephone, reservation, cashiering, bell desk and travel desk.

• Coordinated with the other departments of the hotel such as Housekeeping, Food & Beverages

(Service & Production) and Maintenance to deliver impeccable services for the Guests and make their stay a memorable one.

• Maintained daily reports such as Arrival Report, Departure Report, Revenue Report, Occupancy Report and forwarded the copies to all the HOD’s.

• Conducted classroom training and gave on the job training to the new joiners in the Front Office Dept.

Personal Profile

CV of Balvindra Vaid Mob: +91-773******* Page 4 of 4 Balvindra Vaid

Education

• Three-year diploma in Hotel Management & Catering Technology from the Institute of Hotel Management Mumbai - Under the NATIONAL COUNCIL FOR HOTEL MANAGEMENT AND CATERING TECHNOLOGY, NEW DELHI. From 1994 TO 1998.

• Maharashtra State Board of Secondary And higher Secondary Education (H.S.C) Divisional board Mumbai in the year March-1993.

• Maharashtra State Board of Secondary And higher Secondary Education (S.S.C) Divisional board Mumbai in the year March-1991.

Date of Birth

30 May 1976

Languages

English, Hindi, Marathi

Contact Details

• Mobile: +91-773*******

• Email: ad1g6k@r.postjobfree.com

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