Customer Service Training

Ronald Raj Datt

Mobile: +91-965*******

E-mail: ***********@*****.***

LinkedIn: https://www.linkedin.com/in/raj-datt-8472341a9 A result oriented certified training & quality professional offering insightful experience of over 08 years in US Staffing, Sales, Customer Service, Quality Assurance, Client Relationship Management and Training with industry exposure of IT, Telecom, Banking, Credit Cards, Aviation, Hospitality, Software and Recruitment, etc. in India & abroad. With the given core proficiency, seeking an opportunity to become one of the key contributors in your esteemed organization. Synopsis

A competent professional with 08 plus years of experience in Human Resource Management, Learning & Development, New Hire Orientation, Communication, Grammar, Voice & Accent Training, Operations, Quality Assurance, Customer Experience, Customer Service, Client Relationship, Administration, Counseling, Legal and Recruitment

Excellent interpersonal, communication and organizational skills with proven abilities in training and development, client relationship management, counseling and career planning

A thorough professional with a proactive attitude and proven track record in imparting training using learning theories and instructional strategies

The ability to develop a culture of high standards, excellent quality and client responsiveness

Ability to quickly build excellent working relationships with colleagues both internally and externally

Excellent management skills with a strong ability to influence outcomes in a multi-level operation

Manage a team of direct reports including operation/training/quality leads and analysts

Hands-on experience in New Hire Orientation, Communication, Behavioral, Voice & Accent, Soft Skills, English Grammar, Product, Process, Analytical, Leadership and Legal Training

Have been a part of recruitment process/hiring panel and new hire orientation

Experience in scheduling training batches based on TNI and TNA

Possess in depth knowledge of conceptualizing and implementing operational strategies for the quality function by carrying out long term and short-term training and development planning to conform the organizational QA and QC requirements

Maintain a high-level understanding of client and business requirements Job Outline

Jan ’19-Feb ‘20 American Cyber Systems, India Manager, Training & Quality Role: Manager (Training & Projects)

Clients: Verizon, JPMC, Boeing, Wipro, Deloitte, Cognizant, L&T, Capgemini, Infosys Team Size: 10-15

Responsibilities:

HR Efficiency

Screening the candidates/ Coordinating in recruitment processes /training programs

Own the orientation program, running regular sessions throughout the year, regularly evaluate and make improvements to orientation and on-boarding processes for new hire, rehires and transfers

Evaluate the outcomes of training sessions and maintain records of trainers/trainees’ progress and achievements

Monitor training costs against budgets and ensure we make the most efficient use of company's resources

Contribute to the review of reward and recognition programs and make recommendations for improvement

Developed and implemented monthly team-building events and employee recognition

Provided re-certification training for existing personnel resulting in a 100% pass rate

Served on the new hire committee responsible for interviewing and hiring all employees Training Design

Design programs using techniques such as classroom learning, demonstrations, one-on-one coaching and online learning

Schedule training sessions to minimize disruption to normal working, while ensuring that employees achieve the levels of skill necessary for their jobs

Training Delivery

Have excellent presentation skills to present training programs

Have comprehensive knowledge of the process to communicate the correct information and handle any questions from trainees

Ensure that trainers are competent to demonstrate and provide instructional skills

Possess good interpersonal and observational skills to assess trainers understand, progress, and make any necessary adjustments to the program

Hands-on experience in New Hire Orientation, Communication, Behavioral, Voice & Accent, Soft Skills, English Grammar, Customer service, Product, Process, Analytical, Leadership and Legal Training Training Need Analysis/Identification

Use analytical and planning skills to assess and develop training

Work with HR Team to establish overall training objectives

Meet Line Managers and Supervisors to assess the training needs of individual departments

Evaluate the competency levels of individual trainers/trainees so that they can work with employees with different knowledge and skill sets

Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers

Draw an overall or individualized training and development plan that addresses needs and expectations

Deploy a wide variety of training methods

Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them

Provide opportunities for ongoing development

Resolve any specific problems and tailor training programs as necessary

Maintain a keen understanding of training trends, developments and best practices Quality Assurance

Determining, negotiating and agreeing on in-house quality procedures, standards and specifications

Assessing Client requirements, ensuring that these are met and setting Client service standards

Working with operating staff to establish procedures, standards, and systems

Devise procedures to inspect and report quality issues

Assure the reliability and consistency of functions by checking processes and final output

Monitoring performance with objectives to maximise profitability

Facilitate proactive solutions by collecting and analysing quality data Mar ’18-Dec ‘18 Freelance Training L&D/Training Manager Responsibilities:

Train college students/employees on Communication Skills, VNA training, Effective Communication, Time Management, Stress Management, Conflict Management, Personality Development, E-mail Writing and Interpersonal etc

Improve communication skills, train on concept of listening and dealing with various customer types by using voice modulation and other soft skills.

Conduct Behavioural & Soft Skills trainings for the client

Training evaluation and assessment at the client’s unit

Conduct client interaction audits & client calibrations

Design and deliver training modules to the new and existing agents as per the project requirement and pre- evaluation

Conducted training for a variety of industries and businesses both at their workplaces and at industry conferences and meetings

Planning & coordinating external training, conferences and conventions

Perform SWOT analysis and train the leadership to track the individual & team performance basis the analysis report

Design post training assessments on request

Jan ’17–Dec’17 Select Source International, India Training Lead/Manager Responsibilities:

Manages the client service operations, which deals directly with clients and is the first point of contact

Develops and implements processes and procedures to improve operational efficiency

Responsible for handling IT requirements from US based clients

Responsible for full-cycle recruiting: interview, offer, negotiation and closed candidates for assigned requisitions

Sourcing from Job Portals (Monster, Dice and Job Diva etc.) and Making job postings on the Job Portal

Responsible to work on full time hire, C2H (Contract to Hire) and Contract positions

Relationships building with US IT Staffing Vendors and successful placing their consultants

Successful track record in sourcing, identifying, attracting, securing, and closing the hard to find candidate under tight turnaround schedules

Team worker, quick learner and possess excellent interpersonal skills

Develops, tracks and reports key performance measurements for the unit

Complete end to end training needs for both in-house and client site through TNA & TNI

Help sales team up-sell or cross-sell services and products

Build business partnerships and work with business partners to ensure learning interventions drive business performance, utilize the proper resource allocation to ensure business needs are met, provide coaching, guidance and feedback to instruct professionals in a team environment, be responsible for talent selection, developing and delivering performance evaluations

Responsible for coaching, developing and motivating a team of professionals that deliver operational programs

Managed a team of direct reports including Recruiters, Trainers and Quality/Business/Data Analysts

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

Devising and establishing a company's quality procedures, standards and specifications

Review products, processes and systems on an ongoing basis to determine where improvements can be made

Defining quality procedures in conjunction with operating staff

Monitoring performance by gathering relevant data and producing statistical reports

Supporting and participating in continuous improvement initiatives, as applicable including identifying and communicating areas for curriculum development/enhancement opportunities

Ensuring effective, consistent communication with managers, peers, and other resource groups – including day-to-day informal interaction with clients accountable for achieving individual training performance metrics

Maintaining current product knowledge for each account by attending team meetings, side by side observations and quality or transaction monitoring

Conduct interviews and administer aptitude test to seek promising and potential applicants

Participating in calibration sessions with Operation Managers/Recruiters/Trainers/Leadership personnel and clients

Apr ’12–Jul ’16 Convergys India Services, India Trainer Growth path:

Mar ’15–July ’16 Trainer

Dec ’14–Feb ’15 Communication Coach/Trainer

Apr ’12 –Nov ’14 Quality Advisor

Responsibilities:

Instructing new hire and continuing education program specific training

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

Completing daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner

Facilitating transition of students from training to work environment, ensuring competency levels meet business needs

Adhering to developed classroom agenda/timelines and content flow

Maintaining current product knowledge for each account by taking calls, attending team meetings, side by side observations and quality or transaction monitoring

Supporting and participating in continuous improvement initiatives, as applicable including identifying and communicating areas for curriculum development/enhancement opportunities

Ensuring effective, consistent communication with managers, peers, and other resource groups – including day-to-day informal interaction with clients Accountable for achieving individual training performance metrics

Participating in calibration sessions with Trainers/Recruitment/ Communication Coaches/ Quality Analyst/ Leadership staff/Convergys personnel and clients

Providing feedback through call monitoring system and in-person to assist front line employees

Responsible for day-to-day functional supervision of learners within the program training classroom environment, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations

Conduct interviews and administer aptitude test to seek promising and potential applicants

Help develop/setting career goals through frequent career counseling

Maintain organizational, interpersonal and communication skills to connect with trainees Aug ’11–Feb ’12 American Express India Private Ltd. Senior Analyst Responsibilities:

Deliver extraordinary customer care by responding to questions concerning customer accounts

Grow and nurture customer relationships on each call that result in measurable card member value

Document necessary account information and offer solutions that benefit the customer

Maintain acceptable performance standards, including effectiveness, efficiency and quality

Infuse own version of Customer Service to create positive solutions for customers

Analyze, assess and monitor customer applications in line with compliance and risk processes

Imbed Relationship Care mentality into every interaction to enhance customer experience

Take ownership of the first contact with our customers, driving to create a positive first impression that sets high expectations of customer service

Be responsible for making decisions on applications and customer suitability using risk and compliance tools

Fully articulate the value of the American Express brand to customers and peers alike

Handling customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution

Forward escalations to necessary party or department for resolution

Respond to customer’s inquiries via alternative communication channels like e-mail, regular mail.

Identify and propose solutions for perceived gaps in service

Responsible for verifying customer identification information (CII) and determining and identifying possible fraud applications

Responsible for assigning Line of Credit on the account basis customer's overall credit profile Attainments

Prepared Training manuals and organize various learning programmer’s coupled with conducting training sessions which in terms help the process to create the backups for the Processing Analyst

Created SOP’s for the Process as per the Client Specification

Involved in imparting training to the associates about the new applications/tools

Implemented need-based curriculum and conducted refresher trainings Technical Forte

Possess knowledge of:

IBM Mainframe

Job Control Language (JCL)

Quality Check Tools

Avaya

VMS & Data base Management

Adobe Professional/MS Office

Learning Management System

Moodle

Monster, Dice & Job Diva

Workday

Academia

Pursuing Post Graduate Diploma Human Resource Management (PGDHRM) from IGNOU

Masters - English (Honors) from IGNOU

Bachelors - B. Com from Avadh University, Uttar Pradesh

Senior Secondary from CBSE Board, New Delhi

Secondary from CBSE Board, New Delhi

Personal Dossier

Date of Birth: 22nd July

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