Deputy Manager Training

Swapnil Ganpat Jadhav

Jai Shri Ram Society, Sanjay Gandhi Nagar, Vikhroli Park Site, Vikhroli (W), Mumbai-400079 773-***-**** *********@*****.***

Objective Contribute to my team and organization by working in a highly effective manner and having a commitment to meet or exceed expectations by Comprehending, Listening and Converting problems into solutions, using the knowledge, experience and skill.

Skills &

Abilities

Taking various initiatives for maintaining SLA (Service Level Agreement) by coordinating with support functions like Quality, Training, Compliance and Operations.

Good interpersonal skills necessary to work effectively with a variety of individuals and departments.

Motivating team members to work efficiently and develop new skills.

Strong troubleshooting, analytical and creative problem-solving skills.

Applied practical knowledge to create comprehensive statistical reports and records.

Experience Deputy Manager – Viztar International Pvt. Ltd. 23rd Aug’21 – 23rd Jun’22

Accounts Managing - (TATA Nexarc, Dun & Bradstreet, BWW, FGI, Policy Bazaar, IDFC, TCS, Piramal Realty, Wadhwa, Xanadu, Background Verification)

Managing a team of trainers to drive smooth operations & training and setting up their Key Performance Areas

Transitioned the Piramal and TATA Nexarc Account

Designed revised Nesting plan along and structured Briefing Dissemination process

Monthly TNI refresher plan and structured to achieve efficacy and improve overall production floor

Restructured WFO plan which includes (NH Training Curriculum, Refresher Modules, Nesting Structure, KPI’s, KRA’s and other aspects)

Closely working with clients on the product and delivery part

Assisting Operation to set up New LOB

A helping hand in terms of product / process during transition period

Setting up Sales LOB with proper manpower based on forecast volume, skill set

Sales training up – skilling given to enable more sales

Managing Email queue – Working on templates

Realty projects FAB (Features, Advantage and benefits)

Review products, processes, and systems on an ongoing basis to determine where improvements can be made

Increase sales count with SBL technique

Content development for Digital and Network marketing

Developed learning program basis business requirement

Script writing for BWW account to drive new part

POC for new accounts during pre-transition phase

Auditing Background Verification reports

Collaborated with Operations & Quality Team to design & improve content to increase productivity of associates

Initiated various workshops to up-skill support staff

Designed and conducted behavioral training programs

Training Customer Support Executives on Customer Relation Management, Grammar, Communication Skills, Accent Neutralization, Culture Sensitization

Participated in calibration calls along with the quality department and the clients

Have interacted directly with the company’s clients with regards to communication & language training

Trainer – Eureka Outsourcing Solutions

15th Jan’21 – 17th Aug’21

Training Customer Support Executives on Customer Relation Management, Communication Skills, Soft Skills parameters set by client

Monitoring the agents on their calls (Inbound, Email, Chat) and sharing feedback on their performance as well as guiding them with measures to improve themselves on calls

Up-skill training session on Email, Chat and Sales

Conducting sessions on Soft Skills parameters for BQ Agents

Conducting Soft Skills sessions for tenured agents

Training new hire batches on Soft Skills as well as Process & Products

Conducting call listening sessions on Soft Skills parameters for BQ agents

Training Sales Executive on Soft Skills and how to pitch for sales

Participated in calibration calls along with the quality department and the clients

Handled a team of trainers, guiding the team towards reducing communication D-SAT

Team Leader - Training, IGT Solutions Pvt. Ltd.

12th Aug’19 – 02nd Nov’20

Sharing regular feedbacks to the team on monthly KPI’s, areas of improvement and achievements

Conducting Monthly Knowledge Checks of production floor and sharing the reports with all stakeholders

Basis the TNI conducting monthly refreshers for BQ agents

Oversee day to day team’s tasks and performance

Delegating tasks and setting project guidelines

Maintaining and uploading all the process related updates

Conducting briefing on regular basis on the Product/Process updates

Establishing team targets as a reflection of company’s objective

Implementing new initiative and making sure to complete it in the given timeline

Up-skilling of Support Functions on various product related updates and LOB’s

Up-skilling of consultants for Special LOB’s

Up-Skilling of Revenue LOB’s on Sales

Conducting session on how to improve Sales and soft skills for Revenue LOB’s

Monitoring Sales of Revenue LOB’s and giving real time feedback to meet daily sales target

Updating and sharing the weekly summary with stakeholders

Monitoring PST batch performance and sharing the regular feedback with the trainer

Monitoring OJT performance and sharing regular performance with Trainers

Participating in Call calibration

Call Audits

Handling team of production floor agents as & when required

Sharing daily, weekly and monthly performance reports to agents

Sharing monthly scorecard of training team basis their performance

Monthly review

Monthly one-on-one

Achievements

Successfully completed the Phase I & II of Air India Evacuation Flights and handed over to Operations

Training and Set up of Tele Check-in LOB

Training and Set up of Revenue LOB

Initiated fun activities for Production Floor before and during Covid-19 Pandemic

Projects

Check-in E-module for Tele Check-in team

Integration of Air India tool in Salesforce portal

Decision Tree and integration in Salesforce portal

Product Training handbook for beginner agents

Sr. Specialist - Process Training, Sutherland Global Services 19th Oct’15 – 09th Aug’19

Training

Training New Hire Batches

Conducting refresher sessions for BQ Agents

Conducting Briefing Sessions

Conducting call listening sessions for BQ agents and OJT batches

Production Floor Assistance

Training on Product related updates

Training consultants for special LOB’s

Up-skilling of consultants on various product related updates

Sharing daily & weekly various reports

Auditing calls

Other AD-Hoc Tasks

Conducting Bi-Weekly online and manual PKT’s for all kinds of LOB’s

Updating Weekly Summary

Making Flyers related to product/updates and emailing to consultants

Making Refresher agenda and coordinating with other trainers to achieve 100% compliance

Attending Call Calibrations held by SQMS team

Updating MBR Deck

Faredesk

Informing Fare Rules to guests

Booking Cancellation

Collecting payment against booking modifications

Revalidation

Issuing EMD’s

Out Call to premium class passengers to generate sales Inbound

Attending & resolving customer’s queries

Quoting & Informing Fare to the customers

Giving information regarding Air India’s various schemes

Modification in bookings

Cancellation of bookings

Revalidation of Bookings

Pitching for sales to prospective premium class passengers

Team Coach

Data Entry Operator and I. T. Executive, All India Gems & Jewellery Trade Federation

June’2012 – October’15

Entry of Jeweler’s Details from across India in software and excel sheet.

Updating Members data in Software.

Maintaining database in Jewel Software

Sending Mass SMS & Mass Emails to Jeweler’s across India.

Maintaining I. T. Stock.

Troubleshooting day to day problems in Computers.

Monitoring Data Backup & Internet Service.

Maintaining Email & SMS Services.

Uploading & Updating Contents & Photos on website.

Updating & Maintaining Antivirus Server.

Maintaining Events Data i.e. Pictures, Videos.

Giving Presentation of Various Tenders/Quotes from IT Companies and vendors Data Entry Operator and Money Collector, Vighneshwar Travels January’2009 – May’2012

Passing entries in Excel & Register

Making Invoice of issued tickets

Issuing Train & Airline Tickets.

Delivering Train Tickets to Clients

Audit of issued Tickets

Collection of money from Clients and depositing in Bank.

Maintaining Data of daily collection in Excel

Crediting Money through ITZ Cash software to Clients Education

Vidya Niketan Degree College – Mumbai – S.Y.B.COM Appeared - 2012 S.S.S. Multipurpose Technical High School & Jr. College –Mumbai – HSC - 2010 S.S.S. Multipurpose Technical High School & Jr. College –Mumbai – SSC - 2008 Additional

Qualifications

Diploma in Computer Management from NRIT Computer Education

Proficient Knowledge of Adobe Photoshop & CorelDraw

Proficient Knowledge of MS-Office

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