Customer Service Support

CRESVILNICHOLAS

ContactNos.:+917*********

Email: ***************@*****.***

Address:#**,*********,**** *****

NagarMoggapair,Chennai-6000101

PROVENEXPERTISE

TrainingDelivery

TrainingCurriculumDesign

StrategicManagement

TrainingManagement

ContentDevelopment

ProcessImprovements

CallFlowDesign

TrainingSystemRestructuring

QualityManagementSystems

HumanResourceManagement

CustomerServiceTraining

PerformanceManagement

TeamManagement

TrainingBudgetmanagement

CommunicationSkills

PresentationSkills

CREDENTIALS

BCom, Loyola College, Chennai,

TamilNadu,1999

Cambridge University (UK) certified

EnglishLanguageSpecialist.

International Customer Service

Association certified Customer

ServiceTrainer.

Berlitz (UK) certified for

communicationskills.

Knowledge Space (Australia)

certified for communicationskillson

bothvoiceandnon-voice.

Sutherland Approved Language

Trainer.

OfficeDepotCertifiedTrainer.

Proficient in Windows, MS Office

andInternetApplications

SuperiorTrainingManagementAcumen

High-performing professional with experience of 17+ years in optimizing business operations, implementing process enhancements, taking initiative to solve critical problemsand achieve strategic corporate goals through training delivery and management. Broad, up-to-date knowledge of industry trends coupled with expertise in training value based solution-focused customer service management.

MANAGER– TRAINING&DEVELOPMENT

ProvenTrackRecordinclude:

Catapultingproductivityandstakeholdersatisfactionbyeffectivelydesigningtailor made training programs for complex processes’ thereby reducing cost and escalations.

Successfully achieving optimum operational results with available resources by developingnewcallflowsande-learningresources.

Executing methodologies to analyze various training needs, recommending modifications and restructuring trainings to minimize escalations, realizing operationalefficienciesandcontrollingcostsbyreducingcycle-time. KeyResultAreas

ProficientTrainingManagement:Progressive leadership experiences in the training spherehavecreatedapassionforsurpassingfinancialandserviceobjectivesofan organizationthroughcarefullydesignedtrainingprogramsanditssmoothdelivery. Verified record in analysing project/program training needs and developing curriculum and strategies to provide efficient, reliable, fast processing and user friendlyprocessestoensuresmoothfunctioningandreducedcriticalerrorrates. ExcellentTeamLeadingExpertise:Building, heading and mentoring teams toprovide consistentperformancesindemandingsituationstoachieveorganizationalgoals. ManagementExpertise:Managingdiversetraininglevels,efficiently interactingwith themanagementranks,and customers and ensuring superior performance with minimalerrorrates.

TrainingExpertise:Hands-onexperienceintrainingassociatesandleadsofdiverse fieldsandbackgroundsandinculcatingthedrivetoperformandprovetheirskillsin rigid competitive atmospheres. Providing necessary training to the training force and technical/customer support teams regarding product presentation. Interfacing with people at all levels, managing healthy work environment and inculcatingbondedteamworkwithhighworkethics.

SuperiorAnalyticalCapabilities:Analyzing the trainingneedsoftheorganizationand otherperformancestatisticsandimplementingdynamictrainingstrategiestosteer theorganizationtogrowthandsuccess.

Client Relationship Management: Adept at handling client queries and managing transitionsfromclientdefinedsitestoinhouseprograms.Resolving their issues, providingvalueaddedservicesandspreadinggoodwill.

StrongCommunicationandProblemsolvingskills:Provenabilitytoidentifyrootcauses of issues and take effective remedial actions through utilization of communicationsandproblemsolvingskills.

CareerContour:RolesandResponsibilities

LanguageTrainerJan2018tilldate

DhronasAcademy

Free-lancetrainerAugust2015– TillDate

IBMChennai

Free-lancetrainerMarch2013– TillSep2015

CognizantTechnologySolutionsCHENNAI&WiproTechnologiesChennai AssociateManager,Nov2004tillMarch2013

SUTHERLANDGLOBALSERVICE,CHENNAI

Ensuringoperationalefficiencyoftheteam

Managingteam’ sperformanceasperclientrequirement

Playedapivotalroleinthetrainingtransitionofanemailprocessof120associates Providinghandonassistancetotheteamboththroughdirectinterventionandmentoring Regularclientinteractionforfeedbackandupdatesthatneedstoberolledouttothefloor AssisttheAccountmanagertobuildahighlyeffectiveandanalysissystemtoinitiateappropriateactionplans Identifyprocessre-engineeringopportunitiesandimplementbestpractices Coachingandfeedbacktoenhanceteam’ sperformance

Identifyingdevelopmentneedsoftheteamtoenhanceworkperformance Coordinatingescalationsandhandlingcrosssite/conferencecallswithclients Identifying,articulatingandreportingrequirements,whichincludetargets,specificdata,andanticipatedoutcomes Weekly/Dailyreviewwiththeteamontheirperformance

Contribute to process improvements and innovation in the training function and played an integral role in developing varioustrainingprogramstosuitrequirements

DesignedandImplementedtheQualitybenchmark,monitoringformandCIPprocessacrossallprojectsinSymantec Designed the screening mechanism and screened new recruits before they are hired to ensure an inflow of qualitative, competentresources

Successfullymanagedamajorescalationbycreatingaprocesstocontrolerrorsandincreasecustomersatisfaction Managinghumanresourcefunctionsthroughperformanceappraisals,implementing rewardsandrecognitionschemes andprovidingfeedbacktotheTrainer’ s

Conductingskiplevelmeetingswithteammembers,identifyingspecifictrainingneedsandresolvingescalateddisputes andconflicts

PreparingMISReportshighlightingrelevantareasofimprovementforinformeddecisionmakingbytopmanagement CommunicationTrainer,April2004tillOctober2004

HCLBPO,CHENNAI

ResponsibilitiesincludeHiring&TrainingnewrecruitsonVoiceandaccent&Softskills. Draftingtrainingmanuals,hands-onexercises,casestudyoncommunication/telephoneetiquettes/softskills Created a productivity tracker that helped track number of calls taken and orders closed which helped in keeping the recordsinamoreorderlyfashionandhelpedsettargetsfortheassociates Contributetoprocessimprovementsandinnovationinthetrainingfunction CustomerServiceExecutive&CommunicationTrainer,Sept2001tillMarch2004 ENHANCEDCUSTOMERCARE,CHENNAI

Workedasanagentfor6months

WorkedasaCommunication&ProcessTrainerfor2years

Inchargeof25members

TrainingforAccentNeutralizationandproductknowledge Makesurethattheagentsperform

PreparingReportsforindividualsbasedontheirperformance SeniorCustomerServiceExecutive-Sales,October2000tillJuly2001 CHOLAMANDALAMFINANCE,CHENNAI

Inchargeof30members

Seethattheyachievetheirmonthlytargets

CustomerServiceManagement

Conductingcarloanmela’ satdifferentvenues

CustomerServiceExecutive-Sales,July1999tillSept2000 COUNTRYWIDEFINANCE,CHENNAI

Customeroutsourcingforpersonalloans

CustomerServiceManagement

PersonalDetails

DateofBirth:19thMarch,1978

LanguagesKnown:English,Tamil

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