Customer Service Training
Resume:
Abbhijit Deshpande
** –A Parijat, Bandra Reclamation,
Bandra (west), Mumbai 400050
********.*********@*****.***
KEY STRENGTHS:
• Excellent presentation and facilitation skills.
• Working towards the CHRP qualification (Certified Human Resource Professional).
• Proven team work and project management skills.
• Ability to work on multiple projects with limited supervision.
• Strong analytic and problem solving skills.
EDUCATION:
• Certified Master Trainer, Corporate Edge Training Institute, March 2011
• Certified Voice and Accent Trainer, Corporate Edge Training Institute, July 2011
• Post Graduate Diploma in Human Resources, Humber College of Technology and Advanced Learning, Toronto, Ontario, December 2010.
• Bachelor of Hotel Management, Mumbai University, Mumbai, 2008.
COMPUTER/LANGUAGE SKILLS:
• Proficient in MS Word, Excel, Power Point and MS Project.
• Fluent in English, Hindi and Marathi
EXPERIENCE:
Global Talent Track, Pune
Senior Trainer, Soft Skills and Voice and Accent, July 2011 to Present
• Attended client calls to understand client requirements and designed session plans and course outlines as per client requirements for soft skills, H.R.O. and sales for clients like, Siemens, Capgemini, Hexaware, Genpact and Cognizant.
• Worked with senior management to create new training modules and developed content on various soft skills topics like, personality development, interview skills, types of interviews, communication and Communicative English, customer care, motivation, leadership, stress management, presentation skills, grooming and campus to corporate with training aids like power point presentations, activities, white board, flip chart and videos and the ADDIE methodology.
• Lead teams of interns and trainers and trained them in the various aspects of training such as presentation skills, training methodologies, classroom activities and understanding trainee body language.
• Conducted Train the Trainer sessions within the team, for interns and new and existing employees.
• Conducted Soft Skills, Web – ex Soft skills, Voice and Accent, Upskilling and written and communicative English training for Emphasis, Sutherland , Zensar, Hexaware and Capgemini in Pune, Chennai and Mumbai.
• Trained students of various colleges and universities training over 630 students over a span of 8 months on topics like campus to corporate, interview skills and behavioural skills
• Conducted soft skills, campus to corporate and communicative English sessions with the generic batches of Global Talent Track in Chennai, Mumbai, Pune and Indore.
• Conducted telephonic interviews to shortlist candidates for Wipro and Accenture processes.
Corporate Edge Trainings, Mumbai
Trainer, January 2011 to June 2011
• Develop and implement training content as per training requirements.
• Trained client’s team to enhance their performance with regards to the various aspects of sales, customer service and conducting observational interviews.
• Worked closely with the client’s team for sale of products like Airtel SIM cards, Reliance Digital TV, TATA Photon Internet services.
• Created PPTs and conducted training for employees on body language, tone and pitch of voice.
• Worked with different levels within the client’s organization, conducting trainings in regional languages.
Alliance Logistics, Mumbai, India
Assistant Manager, Training, June 2008 to December 2009
• Assisted in the implementation and delivery of new training modules to train all staff with regards to key business processes and sales in order to maintain market leadership with various competitors within the industry.
• Conducted Out Bound Trainings for employees of various offices across Mumbai with regards to team building, co-ordination, handling negative responses.
• Conducted training sessions for customer service employees with regards to soft skills and handling customer grievances and queries.
• Organizing interview sessions and conducting interviews which include face-to-face interviews, panel interviews, exit interviews and performance appraisals interviews for new and experienced hires.
• Prepared and conducted orientation programs for interns and new hires through power point presentations, company brochures and Q&A sessions.
• Supervised temporary employees on special projects and provided administrative and project management support to department.
The Oberoi Group of Hotels and Resorts, Mumbai, India
Intern, May 2006 to November 2006
• Worked with all the major departments of the hotel to understand and learn the in depth details of the food and beverage service, house keeping, front office, kitchen, human resources and training.
• Worked closely with third party consultants and training for the implementation of new hotel management software and helped organize cross training sessions for the employees and consultants across various departments of the hotel and resort.
• Helped create schedules for incoming interns that would successfully integrate the class among different departments in order to increase efficiency and avoid scheduling conflicts.
• Organized in class training sessions for full time employees of the company for training sessions like first aid, soft skills and induction classes for full time employees and interns.
ACHIEVEMENTS:
• Captained the University’s Badminton team.
• Lead the student’s team at Humber College during mock interview sessions.
• Cultural Head for Kohinoor College of Hotel Management.
• University level Cricket player.
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