Customer Service Training

PIYUSH TEWARI *********@*****.***

Five years of experience in Training & Development across technology, customer service, & I-banking research domains. Skilled in conducting Leadership & Behavioral trainings. Adept at creating high caliber teams and managing international projects.

Key Achievements

• Trained over 2300 people across I-banking research, technology, and customer service domain

• Managed high impact global projects delivering strategic and cost effective solutions on-time

• Reengineered the L&D program at S&P Capital IQ

• Introduced effective recruitment solutions at Teleperformance, India.

Work Experience

S&P Capital IQ, Inc. Gurgaon (India) (May 2008 - August 2011)

Senior Associate- Corporate Training

International & Local Training Facilitation

• Trained over 1500 new recruits and existing staff across New Delhi, London, New York, Buenos-Aires, and Manila on I-Banking Research & Technology to perform effective research across global financial markets using live trainings, webinars, and Video Conferencing

• Accentuated the role of behavioral skills in imparting training across a unit focused entirely on content delivery and redesigned the training process to achieve enhanced performance and reduced training time

• Handled communication across the global training cohorts, to facilitate knowledge and best practice sharing

• Designed and facilitated cyclical leadership training modules across the company to help develop middle level managers and formulated employee engagement programmes

• Designed and delivered the Train the Trainer (TTT) module and coached 15 New Trainers to setup an in-house training team across all major global offices

• Became the first person to scale three promotions in three years

Project Management

• Managed a global technology project, solely handling client relations on one end and managing over 1000 users spread across six global locations. Acting as a liaison saved $25,000 during a contract renewal in 2010

• Headed a knowledge management project and handled communication amongst various internal stakeholders in order to update critical business documents on a recurring basis. This involved global coordination across 13 different locations under strict timelines

• Initiated and executed a project for the automation of training feedback to streamline and quantify the Training Process. This model was later adopted by the HR team for performance appraisals

• Assisted the recruitment team for a year and looked after campus recruitment projects across India. This included delivering company presentations and managing the campus hiring process

Teleperformance, India. Gurgaon (Jan 2007 - April 2008)

Assistant Manager - Training

Training Facilitation

• Designed technical & customer service modules for America Online(AOL) and trained over 800 new hires to provide state of the art technology solutions for clients

• Led a team of 7 Trainers and was responsible for continuous process improvement and coordination with operations and recruitment staff

• Managed client side communication and was in charge of implementing required changes in the training process

• Scaled best retention figures within the Training department for calendar year 2007

• Coaching/Mentoring Operations staff to enhance work engagement and productivity

Project Management

• Executed a strategic project to bridge gaps between recruitment & training and introduced psychometric testing at the recruitment stages, which lead to a decrease in attrition rate within a 6 month period

EXL SERVICES. Noida (India) (July 2006 - Dec 2006)

Customer Service Executive

• Payment Collection for Dell Financial Services based on first party collection norms

• Generated weekly and monthly statistical data and provided internal trainings for new process updates

• Managed long term credit defaulters, in order to settle their accounts

Education

2011 - 2012 MBA, Lancaster University Management School

2002 - 2006 B-Tech (Hons) Electronics and Telecommunication, College of Engineering, Roorkee, India

• Currently acting as the Director-Learning & Development of the MBA Board at Lancaster University

• Spent two years with the literary committee during my bachelors, initiating and executing technology and literary seminars

Interests & Other Information

• Writing is my passion and I am currently working on my first novel

• Gardening & Photography help me rejuvenate my senses

• Conducted freelance sessions for management students, in Business schools around New Delhi, on topics ranging from placements to corporate etiquettes

• Raised funding to help setup a school for the Deaf and Dumb in Nainital, India

• Won the award for the best strategy presentation at Lancaster University Management School

• Set up the first ever Literary Committee at school, which later transformed into the internal communication and publishing hub

Contact: +44-742*******

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