RESUME

Manikandan M

No.***, *st block,

Mogappair East, Chennai-37.

Phone number: 883-***-****

Email: adm440@r.postjobfree.com

Career Objective:

Experience Call Centre Trainer has great experience training both new and existing call center employees.

Working Experience:

I Have started My Job as Interior designer from March’2013 to November’2018.

I Have started My Career newly as Customer Executive in Gamma process December’2018.

Moved as CARE DESK agent within 1.5 vintage.

Post 6 month of CD, Promoted as Process Trainer through IJP.

Currently working as Process Trainer from Oct’2020 to till date.

Roles:

Analyzing work tasks and defining requirement to compete the Training session.

Ability to motivate a team to meet & exceed business and individual performance objectives.

Delivering high quality and consistent training.

Encouraging the agents to achieve their KPI’S.

Never failed to complete my task throughout the day with full of enthusiastic.

Completing TNI & BQM based on agent performance.

Maintaining their Efficacy on every Alternative days.

Responsibilities:

Involve in the hiring process to analyze the candidates on Voice & Accent / Soft skill areas.

Preparing the Training material such as Outlines, text and present information, using a variety of instructional techniques.

Encouraging the Trainee through role playing, team exercise, group discussion and lectures.

Collate the training results and documentation of the same to present to the Management Weekly/Monthly.

Achieving my Score Card presentation always green at maximum score 100%.

Have received couple of “Spot Ovations “for the Top-quality Performer

Received “Cash Award” for the giving the “Best performance in last six months”

Moved to Escalated Level within six months

Routine Activities:

Completely covering the agent for Daily Update as per client requirement.

Sharing the Batch to higher Management level.

Tracing vintage of 0-60 agent’s performance.

PSPKT reports will share to Internal & External stake holders.

Dip check with agent about for the day PSPKT scores.

Doing Hygiene audits to improve the agent’s skill as well process requirement.

Completing the Training session which is allotted by QA’s or TLs for the agent improvement.

Effective feedback has given to entire floor if the situation is not in control.

Self-Login and self-audit will be done on every alternate day.

Attending Call Calibration in both Internal and External to avoid process variance.

Skill knowledge:

Engaging the Trainees throughout the day combined with Process.

Good Team building Experience.

Commitment of Professional development.

Ready to try a variety of Training methods.

Passionate about doing a great role as a Trainer.

Special Call listening session introduced to develop Retention empowerment .

Achievements:

Awarded as best Top scorer in every month without any concern.

Getting gift voucher for the agent role who supporting the entire Team.

“WOW CALL” appreciation has done by client in “CARE DESK” level.

Awarded as best trainer, who give the first Batch results as 100% Through put as well certification.

To encourage the retention agents, initiated the new way skills to include their call.

Initiatives:

5 Why to improve the process defects.

TMS has done to analyze the agent complication.

“HOPE” initiative taken to improve agent skills.

“Fastest Finger” Contest has done on every alternate day.

Conducting Management call listening session with Internal Stake Holders

“RPL” introduced to improve Retention % with agent involvement.

Educational Qualifications:

HSC from PMR Matric Higher Secondary School with 60% the year of 2013

SSLC from Sri krishnamal Matric Higher Secondary School with 75% the year of 2011

Technical Skills:

Knowledge of Windows98/2000/XP/07/08

MS-Office -Excel, Word, Power point.

Preparing a creative level of PPT for Trainees.

New method of training with Role play.

New environment training has been done for Batches.

Declaration:

I hereby declare that the above furnished details are true and correct to the best of my knowledge.

Place: CHENNAI

Date:

[Manikandan M]

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