Customer Training

Tinu Thomas

Mobile: +971-**-******* /+91-997*******

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

Career Objective

To secure a challenging position, through which I can contribute to the success of the organization and apply my skills effectively as a professional.

Executive Summary

A competent professional functioning in the role a Corporate Trainer

Possess excellent interpersonal, communication and organizational skills with proven abilities in training, team management and customer relationship management.

Goal-driven Individual with broad experience in fast-paced, call center environments requiring expertise in, team building, training, Coaching and troubleshooting.

Effective in utilizing resources, improving processes and improving quality.

Academic Qualification

Academic

Board /University

Year of passing

Bachelor's of Commerce

Pune University

2011

Higher Secondary Certification

Maharashtra Board

2006

Secondary School Certification

Maharashtra Board

2004

Professional Developments

Organization : Nadia Training Institute

Designation: Corporate Trainer Dubai, UAE November 2017 – Present

Based in Dubai, NADIA Group of Companies, established in 1983, is the largest and most innovative Recruitment, Training and Management Consulting firm in the Gulf with five offices strategically located in the UAE.

Role: Joined as a Corporate Trainer

Lead and coach On-Job Trainers and monitor On-Job Training activities through the tools provided by the Management and Compliances

Developing & implementing E Learning strategy, return on investment Blended Learning

Improve the effectively of Off-Job Training programmed through regular follow ups.

Help to accelerate organizational change by developing the skills a company requires if it plans to enter new markets or needs to transform its business performance.

Work within the Team and remit Learning and Teaching Strategy to inform decision-making about strategically positioning across the Institution to promote, develop and evaluate the impact of technology enhanced learning on the student learning experience. Advise new programmer development teams on pedagogic value of new technologies.

Map out annual training plans for management, HR, customer support and more

Design and develop training programs (outsourced and/or in-house)

Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, and professional development classes)

Market available training to employees and provide necessary information about sessions

Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed

Use known education principles and stay up-to-date on new training methods and techniques

Design, prepare and order educational aids and materials

Assess instructional effectiveness and determine the impact of training on employee skills and KPIs

Gather feedback from trainers and trainees after each educational session

Partner with internal stakeholders and liaise with experts regarding instructional design

Timely submit Monthly L&D Calendar and L&D Report

Measure and Monitor telephone standards, Customer feedback, and Mystery shoppers report and support the business with development activities.

Maintain updated curriculum database and training records

Host train-the-trainer sessions for internal subject matter experts

Manage and maintain in-house training facilities and equipment

Research and recommend new training methods, like gamification

Organization : Homeward Residential India (Ocwen Financial Corporation).

Designation: Corporate Trainer Pune, Maharashtra, India February 2013 - July 2016

Based in Pune, Homeward is in the business of servicing loans for mortgage companies.

Role: Joined as a Foreclosure Analyst

Delegated Work Scope from the Corporate Banking clients to the Foreclosure Attorneys and associates in US as well as in India

Built conducive works relations through people management skills that enhanced productivity

Managed events that is in the process of Foreclosure

Assisted clients with personal and corporate Tax issue

Tracked and audited Foreclosure sales in the respective regions aligned to me

Mentored New Joiners during from OJT to Production Floor

Trained offshore associates over conferences

Answered a constant flow of customer call with up to 40 calls queue per minute.

Later promoted as a Research Specialist

Delegated and Aligned Work Scope to the Research associates.

Handled Escalations (Supervisor Calls) transferred by the Research Agents

Reviewed and analyzed projects spending throughout Project life cycle. And respond to customer enquiries to ensure that all queries are resolved to that customer's satisfactions with time line.

Monitored payment due for clients and promptly contacted client with past due payments.

Also handled Customer Calls / managed customer written enquiries as per business needs

Designed Call Flow for call taking associates.

Managed wide variety of customer’s service and administrative task to resolve customer issue quickly and efficiently.

Tracked and audited payments received and make necessary disbursement to department or Governing body.

Managed, tracked and monitored financial, statistical and operational data trends.

Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.

Managed, tracked and monitored financial update, watch list and insurance files.

Coordinate and follow up with Operations and Sales team for account related issues and maintaining good working relationship with Clients

Eventually moved to the Corporate Training Team as Corporate Trainer

Conducted train the trainer (TTT) programs successfully for Upcoming Mentors

Conducted train on Soft skills & Communication skills

Conducting classroom training sessions (NHT), reinforcement sessions for the bottom quartile and one on one coaching sessions based on the Communication and Process. Also conduct operational activities and perform training of customers from board levels to general staff and internal trainers.

Responsible for the development and implementation of digital learning solutions with a focus on e-learning courses.

Responsible for the designing, and execution of new e-learning courses and the update of existing ones (content curation, re branding, system glitches, etc.) and will take part in developing other digital learning solutions (infographics, ppt’s, video editing and production, voice over, photo editing, etc.) Proactively ensured and managed Logistical and administrative tasks/challenges.

Conducted Team Building activities with Learning and development team.

Was actively involved in calibrations and different client sponsored workshops.

Managed MIS designing to enhance productivity and provide data so we may continuously improve our service to the customer /client.

Conducted Refresher and Update trainings to bridge gaps between departments.

Designed and conducted Product Knowledge Tests (PKT) for various departments as per process and compliance updates.

Organization : Hutchison 3 Global Services Private Limited.

Designation: Finance Advisor Pune, Maharashtra, India February 2011 - February 2013

Based in Pune, H3G is into providing online customer service for the customers in United Kingdom for 3G networks.

Role: Customer Financial Advisor.

Handled inbound and Outbound calls for Collections

Managed customer calls efficiently and effectively in a complex, fast-paced and challenging call center environment. w

Prepare floor audit report and assist with floor audits

Raise request for customers invoices and send them out in a timely manner to the customers .

Understand the needs of the Customer and then offer plans as per Customer’s needs.

Mentored NHT team on the Production Floor

Initiated Fun activates for the process and played active role as Fun Committee Member.

Documented all customer inquiries and comments thoroughly and quickly.

Organization : Care Management International, (CMI).

Designation: Customer Support Representative Pune, Maharashtra, India December 2008 - August 2009

Based in Pune, CMI is a provider to online customers with periodic magazines.

Role : Customer Support Representative.

Handled outbound calls and managed general enquiry calls for a Sales Process

contacted customer to follow-up on purchases, suggest new merchandise and inform them about promotions and upcoming events

Was in the TOP 5 for achieving Sales Target across the globe.

Additional Certification

Certified Facilitator Program

Negotiation Master class

Certified Wellness Coach

Certified NLP (Neuro Linguistic Programming) Business Practitioner

Advanced Diploma in NLP and Coaching (Neuro Linguistic Programming)

Certified Associate Leadership and Executive Coach

Extra Curricular Activities

An active member of Rotaract club Pune.

Personal Information

Technical Skills : Knowledge of MS Office, Internet and e-mailing.

Languages Known : English, Hind, Marathi and Malayalam.

Hobbies / Interests : Painting, Drawing, Music.

Date of Birth : 3rd December 1986.

Marital Status : Married

Permanent Address : 8, Harshal Apartment, Sr. no 137/2; N.D.A Road,

Warje Malwadi, Near Digemberwadi School, Pune, Maharashtra, India, Pin: 411058.

Present Dubai Address : 1104, Al Awar City Tower, Al Nadha 2, Dubai UAE

Nationality : Indian.

Passport Number : P0573532

Declaration

I hereby declare that the above-mentioned information is true to the best of my knowledge.

Date :

Place :

Tinu Thomas

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