Learning and development

Sanu S

: +91-809******* : *********@*****.***

About Me:

• A dynamic professional with 10+ years of experience in to Training, Quality, Operations, Customer service and Process development in Telecom & Sales (Inbound, Outbound & Back office)

• Proven skills in managing teams to work in sync with the corporate objectives & goals, motivating, guiding & mentoring for achieving business and individual goals

• Experienced & competent in People, process & Performance management

• Excellent communication (Written & Verbal), interpersonal skills with proven abilities in customer relationship management & Team Management

Education:

Bachelor of Science, Computer Science

Noorul Islam College of Arts and Science

M S University

Nagercoil, Tamil Nadu

Completed, April 2010

Work Experience

April 2019 – August 2020

Assistant Manager Training – Sulekha.com New Media Pvt LTD Chennai, Tamil Nadu

Domain: Sales - Digital marketing platform

• Organizing and anchoring end to end New Hire Training and operational activities for the regions by drawing up a comprehensive LnD plan based on the developmental needs and methods identified

• Driving and facilitating the implementation of the LnD plan to smooth execution with effective outcomes, program design and delivery

• Making continuous improvements in the approach, process and methods as appropriate

• Maximizing employee performance, team productivity and quality assurance with effective training programs

• Identifying training needs and device/implement training plan

• Maintaining quality and post refresher effectiveness of refreshers/corrective trainings

• Weekly/ Monthly Business reviews with the stake holders and ensure KPI’s are met

• Running KPI related projects and tracking the efficacy November 2017 – April 2019

Assistant Manager Training - Tech Mahindra Pvt Ltd Chennai, Tamil Nadu

Domain: Telecom - Back Office operations

• Managing South operations for back office/mail room and service recovery training function for the telecom client

• End to end new hire training management, Identifying training needs and device/implement training plan

• Maintaining quality and post refresher effectiveness of refreshers/corrective trainings

• Have regular interventions in form of team meetings and reviews to ensure performance is consistently increased

• Driving regular training initiatives across the back office process

• Tracking trainer performance

• Plan and manage training and ensure to meet the organizational and client needs

• Identify and report process gaps to the centralized client team for process improvement and standardization September 2015 - December 2016

Sr. Quality Analyst & Sr. Trainer - ATCIS Technology Pvt Ltd Bangalore, Karnataka

Domain: Telecom Inbound & Outbound(Sales)

January 2013 - June 2015

Quality Analyst - Hinduja Global Solutions

Nagercoil, Tamil Nadu

Domain: Telecom Inbound

• Manage the work flow, monitoring production methods and practices for improving quality

• Participate in training, counseling, evaluating and development of employees to improve performance and productivity and enhance productivity through employee satisfaction

• Giving feedback to production group time to time on clients’ requirement

• Evaluate and audit customer experience by assessing a sample calls handled by CSR

• Evaluate calls, which fall within the requirement of impartial evaluation, with a flexible sample size which is a true reflection of customer experience

• Update and maintain all scores and audits in appropriate login system

• Improving competence of CSR using a range of performance enhancing techniques

• Work in close partnership with team managers to ensure the customer detriment are addressed and resolved January 2017 – September 2017

Lead Quality and Training - ATCIS Technology Pvt Ltd Bangalore, Karnataka

Domain: Telecom Inbound

• Managed Training and Quality teams for a telecom process

• To improve processes and performance thereby delivering business results for the organization, client and customers

• Conducting training and quality reviews

• To drive key training and quality initiatives in the process

• Identify training needs and device / implement training plans

• Tracking performance of Trainers and Quality Analysts

• To keep and maintain quality scores as per client requirement

• TNI analysis, identification and implementation

• Work closely with the Client and Internal Operations Team and ensure SLA’s are met with minimum errors

• Lead the alignment within my project, ensuring cross utilization of resources and transfer knowledge Training and Certifications

• Quality Professional Excellence Program, Hinduja Global Solutions, 2013 Professional Achievements

• Was a part of 5 pilot Projects

• Was recognized and awarded by the clients for best performance in Training and Quality vertical

• Handled operations, Training & Quality functions together for Kerala circle for a period of time Skills

• Good interpersonal skills

• Result oriented and dead line driven

• Self-motivated with long term vision

• Team management and leadership skills

• Training, analytical & presentation skills

Computer Proficiency

Operating Systems

• MS Office 2007,2010 & 2013

Languages

• English (Read, Write, Speak)

• Malayalam (Read & Speak)

• Tamil (Read, Write, Speak)

Personal Details

Father’s Name: Mr. Sudhakaran K Marital Status: Married Birthday: March 08, 1990 Nationality: India

Gender: Male

Declaration

I, Sanu S, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief. Chennai, Tamil Nadu.

Sanu S

Contact this candidate