AMIT SHROFF

PROFILE SUMMARY

Experienced L&D Professional with demonstrated history of working in the IT and ITES industry. Skilled in Training Needs Analysis, Presentation Skills, Training Delivery, Client management and Business Progress Monitoring.

PERSONAL PARTICULARS

Name Amit Shroff Madanlal

Address Flat 2B Kothi Apartments, 14/46 College Road, Chennai – 600 006

(H/P) 91-988*******

E-Mail adhcsu@r.postjobfree.com

D.O.B 01 June 1986

EDUCATION

Bachelors of Computer Application University of Madras Year 2006

Plus Two (Matriculation) Alpha Hr. Sec School Year 2003

EMPLOYMENT HISTORY

December 2015 – Present Accenture Sr. Instructor Analyst

January 2015 – December 2015 Freelancer Freelance Trainer

July 2014 – December 2014 Tutelage Training Solutions Comm. Panel (Sutherland Global Services)

November 2012 – March 2013 Winteg Learning Solutions Contract Trainer (Sutherland Global Services)

June 15th 2012 – November 2012 Genesis Inspired Learning Contract Trainer (Sutherland Global Services)

April 4th 2011 – April 20th 2012 Shriram Value Services Team Leader

December 2009 – March 2011 Guru Drona Comm. Trainer

March 2009 – December 2009 e4e Business Solutions Sr. Tech. Support

June 2006 – March 2009 HCL Technologies Quality Analyst

Accenture

-Teach in blended learning environment including Instructor Led Training (ILT), Virtual Instructor Led Training (V-ILT), and Social Learning methods

-Regularly provide feedback on content and recommend improvement of courseware.

-Set-up and break-down classroom environment including course specified lab equipment.

Provide input during course development as Subject Matter Expert (SME).

Achieve and maintain necessary certifications.

Achieve and maintain industry certifications in area of specialty mandatory where appropriate.

Maintain expertise through field experience as needed.

Conduct assessments (e.g., Kirkpatrick Level 1 and 2) as per Service Level Agreements (SLA) and administer pre- and post-training exams/tests as required.

Act as mentor in obtaining certifications and in overall quality improvement.

Lead and support training on new content or product/course launch initiatives.

Support supervisor for in-depth content related questions in solution area.

Promote ways to add value and reduce costs within the team

Sutherland Global Services

-Conducting the communication round of the interview.

-To ensure selecting the candidates who are trainable within the 15 days of the language training only.

-Updating the database with every candidate’s scores.

-Attending weekly calibration sessions to maintain the standards of evaluation uniformly.

Sutherland Global Services

-Conduct communication training sessions for new hires and tenured employees.

-Handle various topics in training such as grammar, voice & accent, email etiquette, customer service, telephone etiquette, chat etiquette etc

-Conduct joint Calibration Sessions with cross functional teams and with the Clients

-Participate in developing improvement plans.

-Train different batches in different cities and across levels.

Achievements:

●Have been a part of the content development team from 2011.

●Got internally certified to train on high end customer service skills and sales techniques

●Cleared an American telephone evaluation certification on Language and Accent.

Shriram Value Services

-Conduct sessions on Interview Skills, Team work, Time management, Induction programs

-Created workshops on topics such as Team Building, Goal setting, Teamwork and Learning Styles for employees.

-Conduct joint Calibration Sessions with cross functional teams and with the Clients

-Participate in developing improvement plans.

-Train different batches in different cities and across levels.

Achievements:

●Achieved100% pass-rate for batches trained.

●Thru put has been over 90%.

Sutherland Global Services

-Conduct communication training sessions for new hires.

-Handle various topics in training such as email etiquette, customer service, telephone etiquette, chat etiquette etc

-I monitor calls and coach assigned agents and conduct on-the-job training (if required).

-Created workshops on topics such as Team Building and Learning Styles for agents and employees.

-Conduct joint Calibration Sessions with cross functional teams and with the Clients

-Participate in developing improvement plans.

-Train different batches in different cities and across levels.

Achievements:

●Have been a part of the content development team from 2011.

●Got internally certified to train on high end customer service skills and sales techniques

●Cleared an American telephone evaluation certification on Language and Accent.

E4e Business Solutions

-Attended escalation calls and made outbound calls for the Team

-Assisted customers to fix issues related to Symantec Endpoint Protection

-Also assisted customers with the basic computer and ISP related issues

-Always helped in meeting the SLA’s and managed client’s database.

HCL Technologies

-Monitored calls to ensure the process and procedures were met.

-Feedback sessions to ensure the advisors give proper customer service

-Managed the Service Level Agreement (SLA)

-Maintained and updated customer & client database.

-Joint call calibrations to understand the expectations of the clients.

-Training provided to the associates.

Achievements:

●Got Certificate of Recognition for Customer satisfaction (6 VSAT’s).

●FCR (First Call Resolution) Champ for the month of July’07.

●Floor Coach for the Team for 2 months (May & June 2007).

CERTIFICATIONS

Neuro Linguistic Practitioner

Business English Certificate - Vantage

MISCELLANEOUS

References Available upon request

Availability 30 days

I declare that, the above mentioned information given by me is accurate and true to the best of my knowledge.

Chennai Amit Shroff

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