Customer Support Training Coordinator

RESUME

Rajeswari Karthik

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

To be associated with progressive organization involving leadership, exposures, skill enhancement, and renewing knowledge in accordance with the latest trends providing space for a conducive team that works dynamically towards the escalation of the organization, and gain satisfaction there of.

Open to new challenges, solutions and working under pressure to meet the deadline.

Self-motivated, resourceful & innovative with ability to share and exchange learning.

Updating career approach, learning attitude, analysis oriented.

Team player and effective communicator with excellent interpersonal and leadership skills.

Event Management –Trainings, discussions, interviews, seminars, workshops and celebrations.

Worked in multiple LMS’s to support client

Microsoft Word – Formatting reports, narratives, hyperlink, tables, data analysis, editing, PDF conversions.

Microsoft Excel – Data management, verifiable data, data segregation and sorting.

Bachelor of Commerce 2001-2004 Meenakshi College, Chennai, India with 84% of marks.

1.GP Strategies India Pvt. Ltd

Training Coordinator and Learning Administration

Roles and Responsibilities:

Creating new courses and updating the existing courses as and when required by the training managers.

Creating new certification programmes and updating the existing programmes. Updating certification programme requirements.

Scheduling new product training class and updating existing class and assigning Instructors, facilities and training tools for the training classes scheduled.

Reserving, waitlisting seats for students (employees) and enrolling them for the trainings as requested by them or by the managers in the LMS.

Handling cancellation of the reserved and enrolled seats by the students in LMS.

Responsible for cancellation of the scheduled training classes in LMS.

Updating the training records of the students (employees) as and when they complete each training. Responsible to quality check the enrollment status in the training records of the students in LMS.

Responsible for class completion of the trainings held.

Corresponding to the queries raised by the employees regarding the class room trainings and also the web based trainings through email.

Handling queries through voicemail.

Responsible for updating the certification status of the employees.

Enrolling students (employees) for Web Based Trainings.

Routing and getting approval from the respective managers for the On-the-job training task list submitted by the employees.

Updating billing charges for internal employees as well as external customers in LMS.

Following up on the reserved seats by the employees and customers to confirm their enrollment through email.

Responsible for Customer Student record creation in LMS and enrolling customers in the training classes as requested by them.

Creating quotations (training case) in SAP CRM to make use of the available training credits for enrolling the customers.

Creating contracts in SAP CRM to find and validate the training credits available to the customers.

Creating Curricula and assessments

Additional Responsibilities

Distribute emails to work on.

Check for the duplicate training records and and clearing them.

Adding new instructor, updating instructors qualification in LMS.

Transferring the KT training voice mails to the respective persons in charge.

2.Hi-Tech Consultants, HTC Global Services, Chennai

Training Coordinator

Roles and Responsibilities:

Orientation of new employees on rules and regulations, work profile/responsibilities, and retrain existing employees.

Identifying areas for training in each and every department and coordinating for the same, and coordinating various internal training as per the requisition from respective departments.

Maintaining individual and departmental training records, including those of renewal training and updating records.

Arranging seminars, workshops, training programs with logistics, and maintaining suitable environment for all training purposes.

Check availability of faculties and facilitate recruit of faculties, coordinating various tests and examinations conducted by the organization, and correcting tests, and recording the results.

Evaluating student performance and discuss progress, and issuing performance letters to the students.

Keeping attendance records, and preparing KRA (Key Responsibility Areas) as per the Teams requirement.

Involved in creation of manpower planning/budget, recruitment budgets and subsequently keeping a track of the same.

Ensuring smooth joining of new recruits through - completion of joining formalities, ensuring necessary arrangements in place such as workplace, computer, visiting cards, I-Card, email id, opening bank account etc. for the new recruit.

Responsible for providing monthly inputs to payroll like additions, deletions, loss of pay, fines etc.

Responsible for preparation and interpretation of various HRIS reports like Attrition report, Training reports, Database management, etc.

Responsible for collation of all HR data and files both hard and soft copies like personnel files, leave and attendance registers etc.

Manage day-to-day employee relations' issues such as grievance; discipline and other

HR related matters.

Additional Responsibilities

Screening Resumes and Scheduling Interview with Line of Business for open positions.

Responsible for updating daily attendance of faculties, students and invigilators.

Collecting Leave forms and filing the same.

Attending enquiry calls and explaining the callers about the course offered.

Metrics calculation and analysis of metrics of training department and ensure SLA.

Preparation of necessary documents for audit and coordinating with quality team for closure of audit findings.

3.Hewlett-Packard, Chennai

Customer Support Coordinator 1

Roles and Responsibilities:

Creating Quotes for the products Which HP provides service to the customers at various service levels and calculating warranty and discounts for the same in SAP.

Analyzing reasons for price difference between old contract and renewal contract of customers and calculating price adjustments to be given for the same in SAP.

Quality checking as per the mandate of the company.

Maintaining internal records, activity tracker to capture productivity.

Process knowledge of all the Migration Activities and Renewal Activities.

Prepared checklist to reduce the internal errors.

Summarizing execution of work, and communicate to customers through mail.

Preparing Newsletter for the team and regular maintenance of Dashboard and updates.

Supporting the Quality lead or team on various process activities.

Best performance award for being top performer in the team.

Appreciation for exceeding customer satisfaction.

Computer Course (MS Office) conducted by The Institute of Cost and Works Accountants of India.

Participated in College Cultural activities, Inter-College Cultural activities.

Participated in Inter Leo Club Cultural activities.

Leo Club Board Member for the year 2003 – 2004.

Gender : Female

Marital Status : Married

Nationality : Indian (Have valid work permit Visa to work in US)

Languages Known : English

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