Bhavya K Shaiju

P A G E * O F *

Address: Kottayam, India Phone: +91.703-***-**** Email: adj8nx@r.postjobfree.com PROCESS TRAINER

Q U A L I F I C A T I O N S U M M A R Y

Training professional with extensive leadership experience in staff development,process and productivity improvements,performance management and curriculum design.Team oriented training and development coordinator competent in developing training processes and procedures.

E D U C A T I O N

Bachelor of Technology, with Specialization in Computer Science and Engineering CUSAT University, College of Engineering, Adoor, Pathanamthitta, Kerala India. S K I L L S

Languages: C,C++,Java (Core java, Hibernate, Struts),HTML,CSS Completed Advanced Java Training from,Keltron Trivandrum Tools: Netbeans,Eclipse

Database: MySQL,Postgres SQL(Beginner)

• Excellent knowledge of Microsoft Office applications

• Proven record of excellent people skills, including good communication and interpersonal skills

• Excellent communication and facilitation skills

• Training/facilitation is carried out in a professional and well organized manner

• Acquired knowledge in adult learning principles

• Sensitivity to cultural differences and the ability to work in a challenging and complex

• Should be able to create personalized approach towards the team and the team members

• Assists Training Supervisor implements a competency based training curriculum forage

• Trouble shoot hardware, software and Network issues

• Ticket Handling and Ticket analysis

• Hands on Experienced in Problem Management/Incident Management Processes

• Remote troubleshooting and provides one time resolutions P R O F E S S I O N A L E X P E R I E N C E

Aabasoft Technologies India Pvt Ltd Kochi, India

Process Trainer September 2019–present

• Train the Customer Support Associates(CSA’s) on Product and process to handle calls effectively.

• Maintain track of the number of Associates getting trained.

• Assessment and Certification to be conducted for the trainees to identify their skills.

• Responsible for preparation of questionnaire for PKT & other tests periodically to assess the product and process knowledge of the CSA’s who are in the operations floor.

• Periodic refresher trainings to be conducted to update the product and process knowledge Bhavya K Shaiju

P A G E 2 O F 2

• Responsible for training attrition.

• Responsible for sharing all respective reports

• Product/Process dipstick to be done periodically.

• Train the CSA’s on Soft Skills/Telephone etiquette and floor ethics.

• Maintain track of the number of CSA’s getting trained.

• Assessment and Certification to be conducted for the trainees to identify their skills.

• Responsible for listening to live calls periodically to assess the soft skills of the CSA’s and plan refresher modules accordingly.

• Periodic refreshers to be conducted for improving the softskills of the CSA’s. Technical Support Engineer February 2019–September 2019

• Provide technical assistance and support for incoming queries and issues related to Network issues

• Respond to queries either Via Mail or over the phone.

• Follow up with customers to ensure issue has been resolved.

• Determine the best solution based on the issue and details provided by customers

• IP/Network related Issue identification,analyzing,resolution,ticket solving

• Ticket analysis,categorization,problem analysis,remote trouble shoot and one time resolution

• Follow-up and Resolved Problems/Issues/Defects within SLA

• Regular Reporting on Open/In Progress/Resolved Tickets

• Experienced in Problem Management/Incident Management Processes

• Diagnose hardware issues.

• Installed,configured,tested and maintained operating systems,application software and system management tools.

• Hands on experience in using tools like CRM and SECURECRT Major Achievements

.

Won ‘Performance of Excellence’ award in 2020

Participated and won prizes for cultural and technical events in school-college

Contact this candidate