Bengaluru,KA
Summary
Motivational Training Specialist excited to develop successful training plans that meet dynamic company and employee needs. Accustomed to collaborating with managers to hone in on unique requirements.
"As a Process trainer with 5 years of experience, Have a proven track record of developing and delivering comprehensive training programs for both inbound and outbound contact center operations. My expertise spans training needs assessment, with a focus on improving customer service skills and product knowledge. Have a strong background in coaching and mentoring agents to enhance performance and boost customer satisfaction. My passion is to create engaging learning experiences that equip agents with the skills and confidence to excel in their roles. With a strong understanding of contact center KPIs and metrics.
Overview
1
1
Certification
Work History
Process Trainer
Teleperformance Global Service Private Limited
7 2019 - Current
- Worked on TNI, TNA, BQM , Throughout LMS tool working as a process trainer, New hire batch training as well as floor activities
- Such as taking session of bottom performers, session of perfect call delivery, CSAT refresher session, call listening session, mapping scores of perfect call delivery, CSAT, resolution rate, also their efficacy mapping, making weekly, monthly client review deck
- Worked on training governance call, 0-30 performance tracking, training dashboard, 0-30 dashboard,
- Training Needs Assessment: Identify training needs and gaps in CSR skills and knowledge.
- Curriculum Development*: Create and update training content, materials, and programs.
- Training Delivery: Conduct engaging and interactive training sessions.
- Coaching and Mentoring: Provide one-on-one coaching and mentoring to CSRs.
- Quality Assurance: Monitor and evaluate CSR performance, providing feedback and guidance.
- Customer Service Skills Development: Focus on developing essential customer service skills like communication, empathy, and problem-solving.
- Software and System TrainingTrain CSRs on software applications, CRM systems, and other tools.
- Performance Management: Collaborate with team leaders to address performance issues and develop improvement plans.
- Reporting and Analytics: Provide training reports, metrics, and insights to stakeholders.
- Reduced employee turnover by providing consistent support and coaching to new hires during their onboarding process.
Education
BA(Political Science) -
Amity University
Banglore 2024.06 - Current
12th -
Berhampur University
BerhampurSkills
Active listening
Adaptability
Communication
Critical thinking
Data analysis
Emotional intelligence
Problem solving
Project management
Analytical skills
Research skills
MS Office
Teamwork
Ms Excel
Power Point
Certification
Six Sigma Green Belt
Personal Information
- Date of Birth: 09/10/91
- Gender: Male
Languages
English
Hindi
odia
Bilingual or Proficient (C2)
Bengali
Advanced (C1)
Awards
- 8 Consucative Times Awarded As Process Trainer
- Star Performer Of The Year
Timeline
BA(Political Science) -
Amity University
2024.06 - Current
Process Trainer
Teleperformance Global Service Private Limited
7 2019 - Current
12th -
Berhampur University
Six Sigma Green Belt
Similar Profiles
Navneet KaurNavneet Kaur
Customer Service Associate- Non-voice at Teleperformance Global Service Private Limited (Samsung)Customer Service Associate- Non-voice at Teleperformance Global Service Private Limited (Samsung)
James RohanJames Rohan
Risk Control Self-Assessment, Control IT at Barclays Global Service CentreRisk Control Self-Assessment, Control IT at Barclays Global Service Centre
Visakh VijayanVisakh Vijayan
Lead, Workforce Management at Concentrix Services Private LimitedLead, Workforce Management at Concentrix Services Private Limited