K MADANA MOHAN

Mobile: +91-790******* / 917-***-****

Email:adg4md@r.postjobfree.com

Seeking challenging assignments in growth oriented organizations.

Location Preference: India and Overseas Assignments

PROFESSIONAL SNAPSHOT

A competent professional with around 10 years of multi-functional experience, mainly into Training & Development, Customer service.

Lastly associated with Mazenet Solutions – for Cognizant Technology Solutions as a Corporate Trainer.

CTS Certified Behavioral / Soft skills trainer

Certified IC 38 professional.

Proficient in implementing effective solutions to the customer needs, with an aim to improve customer contentment and consequently customer loyalty, repeat and referral business.

Good communication, presentations & mentoring skills with distinguished abilities in Training and Develpoment.

Professional in training people in product, process and soft skill.

AREAS OF EXPERTISE

Training & Development and Client Management

Imparting Induction training and conducting Product training for New Joiners – and Existing employees.

Involved in imparting Behavioural and Softskills training for all Interns and New Joinees in the organization

To ensure that that workforce is equipped with the traits associated with Learning Agility

Responsible for conducting refresher training and imparting Sales Techniques training to all the Financial Service Officers

Manage the Lead Management System team to generate leads for the process

Ensure the product knowledge and sales skills are upto date and the same is being demonstrated on the job

Mentoring and observing new joiners to deliver exacting standards of sales and customer service, thereby increasing the revenues of the organisation.

To try and ensure that the set processes are completed within the stipulated Turn Around Time.

Liaising with the concerned Stakeholder / Client for updates, Clarifications and Process Improvements

To ensure that quality standards are met as per the stipulated requirements in terms of process and soft skills training

Identifying Training needs (both process and soft skills) and provide refresher training to existing staff members

Monitor teams progress in terms of quality and provide feedback to both the employees and the management

Key Responsibility

Have alwyas dwelled on need based selling to ensure customer statisfaction and have emphasized the use of RAC methodology to achieve best.

Interacting with clients / Customers, understanding and analysing customer requirements, thereby resolving the customer complaints to achieve maximum level of satisfaction.

Ensuring minimum turnaround time for resolving customer complaints and maintaining high customer satisfaction levels.

Have trained to respond to customer’s correspondence and communicate with stakeholders verbally as well.

PROFESSIONAL EXPERIENCE

December 2019 – May 2020 Corporate Trainer – Behaviour / Soft Skills Mazenet Solutions – Work for Cognizant Technology Solutions

Key Responsibilities:

Training the Interns and New Joinees in Behavioural / Soft Skills before they enter their respective projects in Cognizant Technology Solutions employees

Need to ensure that all behavioural traits are firmly driven to make them flexible at their workplace and in their projects

Responsible for imparting complete training for all the batches assigned within the stipulated SLA’s

Responsible to handle batches if required outside the allocated territory

Responsible for handholding new trainers and get them certified before they start their respective batches

Need to ensure complete professionalism is driven as per the required organizational standards

To ensure that the core organizational values are imparted to each and every Intern and New Joinee in the organization

February 2019 – August 2019 Branch Training Manager – Insurance Max Skill

Key Responsibilities:

Training the frontline sales force on products, process and providing sales support in achieving their respective targets

Have been recognised for achieving the branch target in Q1.

Responsible for conducting inductions for entire team on a e basis (100% Coverage).

Responsible for monitoring the salas force and conducting regular product refreshers and behavioural skills training on a continuous basis.

Monitoring the sales team report and identifying areas of improvement and providing feedback to the respective Managers.

Have also been responsible for identifying the sales personnal who needs assistance and go on observation calls to identify areas of improvement.

Responsible for periodical assessment of new BDM’s through observation and feedback sessions

Training the entire team on Sales pitches and objection handling

Responsible for guiding sales force on activation upon completion of IC 38

Have ensured 80% results on IC 38

Have driven RAC methodology and brought that into force

Generating and publishing BDM wise reports on productivity

Identifying performance gaps and conducting adhoc training sessions and monitoring their performance

Developing content on need based selling for specific customer segments

March 2017 – Feb 2018 Asst. Manager – Trainer – Financial Services HDFC Sales

Key Responsibilities:

Responsible for imparting training to all new joiners and provide refresher training to all existing employees – Field Sales Executives for the entire TN Region

Performing call audits and identifying areas of improvement and providing personalized feedback for all the call center employees

Ensure clients / Stakeholders are updated on the status of the process on a daily basis

Coordination with stakeholders to ensure smooth completion of the process within the stipulated time

SPOC for all queries and escalations related to the Process / Product and soft skills and Selling Skills

Providing feedback on soft skill / Process issues to the employees and keep the management updated on the training programs that are being conducted on a regular basis.

Act as a liaison between the stakeholders and the management team in cascading the expectations and provide cross training to select employees if necessary

Leadership training is imparted to all Team Managers and Area Managers on a regular basis to ensure that the Financial Service Associates’ performance is according to the expected standards. This is done apart from the regular product training that are conducted for the entire team.

Coordinate with the Team Managers and Area Managers while working on the MIS reports to analyse their requirements on a continuous basis

Analysis of PE and NPE reports (Performing employees and Non Performing Employees report) to identify the Financial Associates who needs personalized assistance.

March 2014 – October 2016 Process Expert – BA 3 Barclays Shared Services

Key Responsibilities:

Responsible for imparting training to all new joiners and provide refresher training to all existing employees

Performing call audits and identifying areas of improvement

Ensure clients / Stakeholders are updated on the status of the process on a daily basis

Coordination with stakeholders to ensure smooth completion of the process within the stipulated time

SPOC for all queries and escalations related to the process and soft skills

Providing feedback on soft skill / Process issues to the employees and keep the management updated on the training programs that are being conducted on a regular basis.

Act as a liaison between the stakeholders and the management team in cascading the expectations and provide cross training to select employees if necessary.

Significant Highlights:

Have been instrumental in training the new joinees and in conducting refresher trainings for all colleagues and have won the best performance award from the AVP of Barclays Shared Services.

Have been identified as one of the most critical resources in the process in Barclays Shared Services.

Have been identified as SPOC for all queries and updates regarding the process.

Dec’12 – Feb’14 Business Process Lead - Band 3 TCS- BPO

Key Responsibilities:

Training new joinees in handling complaints with related to Mobile Port-in requests from Australian Customers.

Meeting the required level of standards as set by the organization

Coaching on Soft Skills and instrumental in ensuring all process updates are shared with all team members as and when required

Coaching new joinees on both soft skills and process front and conducting refresher trainings for the experienced agents

Perform regular call audits and give timely feedback to all agents appropriately.

Significant Highlights:

Have won the rewards and recognitions award for the best performance award in May 2013 in from the clients.

Nov’08-July’11 Reed Elsevier Pvt Ltd. Executive–Production Planning and Quality Control

Key Responsibilities:

Dealt with Print and Online subscriptions of Health Science and Scientific Journals

Responsible for coordinating with Society Co-ordinators to analyse the need and urgency of the orders requested

Have been trained in USA on the process front and have been instrumental in cascading the process to the Chennai team.

SPOC for all quality and training related issues.

Identified training needs and have cross trained the existing staff amongst various other processes.

To ensure that the team handles all queries that is addressed by Society Members and Society Co-ordinators.

Ensuring quality levels are adhered to as per the requirements by giving adequate soft skills and process training.

Doing Audits for the Customer Service team based in USA as and when required and provide feedback appropriately.

Production planning and quality assessment of the team during off season and busy season

Providing product / process trainings to the new joiners and existing employees and assessing their skills with a focus on improvement scope.

Significant Highlights:

Have won the best performance award for Q4 in 2010 from the Vice President of Reed Elsevier USA

Have represented Reed Elsevier Chennai twice in the USA for knowledge sharing and formulating strategies to avoid escalation

EDUCATIONAL CREDENTIALS

MBA (Finance) in 2001

Vels College of Science, Affiliated to Madras University

B.Com in 1999

DB Jain College, Affiliated to Madras University

PERSONAL VITAE

Date of Birth : 29th July, 1977

Address : No. - 77, D1, Dev Apts, Kalakshetra Road,

Thiruvanmyur, Chennai – 600041.

Languages Known : Tamil, English, and Hindi

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