Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
Timeline
Hobbies
Hobbies
Generic
Abu Sufiyan Shaikh

Abu Sufiyan Shaikh

Thane

Summary

Dedicated Senior Trainer excited to teach classes on diverse topics. Adept at creating lesson plans and course materials, setting up spaces and conducting assessments. Seeking to apply 11 years experience. 4.5 years in training to a dynamic, growth-oriented position.

Overview

14
14
years of professional experience
1
1
Certificate

Work History

Sr Trainer

Hexaware
Navi Mumbai
10.2018 - Current
  • Developed and delivered comprehensive training programs to new employees.
  • Created and facilitated engaging learning activities that promoted knowledge retention.
  • Assessed training needs of existing staff, identified gaps in performance, and created targeted solutions.
  • Conducted post-training evaluations with participants to assess effectiveness of instruction.
  • Identified areas where additional training is needed and made recommendations accordingly.
  • Coordinated logistics for virtual, classroom, or online training sessions as required.
  • Served as a resource for learners regarding course material, policies, procedures.
  • Supported other departments within the organization by providing specialized training services upon request.
  • Conducted evaluations of current and projects training requirements to enhance program quality and efficacy.
  • Produced videos and provided remote training options to reach wider audience.
  • Collaborated with subject matter experts to create content for courses
  • Used role playing, lectures and simulations to present information in variety of instructional techniques and formats.
  • Maintained accurate records of trainees' progress and provided feedback on their performance..
  • Monitored instructor performance during classes to ensure quality assurance standards are met.
  • Supervised, evaluated or referred instructors to skill development classes.
  • Provided guidance and mentorship to junior trainers and instructional designers.

Sr Customer Service Representative

Hexaware
Navi Mumbai
03.2018 - 09.2018
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.

Sr Customer Support Representative

Intelenet Global Service
Thane
01.2018 - 02.2018
  • Provided high-level customer service to resolve escalated customer inquiries.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Sr Sales Executive

Habib tours and travels
Mumbai
08.2014 - 12.2017
  • Provided accurate information about products, prices and services.
  • Built relationships with customers to encourage repeat business.
  • Handled customer complaints in a professional manner.
  • Developed promotional strategies to increase sales volume.
  • Suggested ideas for improving store operations and increasing profits.
  • Worked with fellow sales team members to achieve group targets.
  • Developed and implemented team-building activities to promote collaboration among staff members.
  • Created weekly reports on team performance metrics and distributed them to stakeholders.
  • Gathered feedback from clients regarding their experience working with the team and shared it with leadership.
  • Facilitated training sessions for new employees joining the team or existing employees needing refresher courses.

Relationship Manager

Reliance Communications Infrastructure Limited
Navi Mumbai
06.2012 - 06.2014
  • Conducted comprehensive relationship reviews to understand and develop solutions for client needs, partnering with specialists to resolve specific issues
  • Resolved escalated customer issues efficiently and effectively within established timelines.
  • Evaluated customer feedback to identify areas of improvement in products or services offered.
  • Developed strategies to attract new customers while retaining existing ones.
  • Facilitated the resolution of disputes between customers and the organization in a professional manner.
  • Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
  • Maintained accurate records of all client interactions within the company's CRM system.
  • Achieved client loyalty through quality, productivity, service and proactive management.

Customer Service Representative

Berryl's International
Navi Mumbai
02.2010 - 03.2012
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Education

H.S.C - Commerce

Bharat Jr College
Thane
05.2010

S.S.C -

St. Mary's Convent High School
Thane
03.2008

Skills

  • Training and Mentoring
  • Soft-skills training
  • Lesson Planning
  • Curriculum Design
  • Virtual Learning Management
  • Training Video Production
  • Program Monitoring and Tracking
  • Training Material Development
  • Coaching and Development
  • Canva and Powtoon Expertise
  • Operations Management
  • Client Relationship Management
  • Data Analytics
  • Excel: V-Lookup, Pivot, ETC
  • PowerPoint Presentations
  • Team Management
  • Self Motivated
  • Decision Making
  • Problem Solving
  • Critical Thinking

Languages

Hindi
First Language
English
Proficient
C2

Accomplishments

  • Awarded as the best performer in the first three months of joining the organization.
  • Promoted as a trainer within the first 6 months of joining the organization.
  • Recognized for managing smooth transitions for 2 missions in a year.
  • Managed smooth transitions for new processes.
  • Awarded as the best performer in Quarter 2 of the year 2019, Quarter 3 & 4 of year 2020, Quarter 1 & 3 of year 2021, Quarter 2 & 3 of year 2022, Quarter 3 of year 2023.

Certification

  • Certified Train the trainer, Hexaware - 2019 & 2022

Timeline

Sr Trainer

Hexaware
10.2018 - Current

Sr Customer Service Representative

Hexaware
03.2018 - 09.2018

Sr Customer Support Representative

Intelenet Global Service
01.2018 - 02.2018

Sr Sales Executive

Habib tours and travels
08.2014 - 12.2017

Relationship Manager

Reliance Communications Infrastructure Limited
06.2012 - 06.2014

Customer Service Representative

Berryl's International
02.2010 - 03.2012

H.S.C - Commerce

Bharat Jr College

S.S.C -

St. Mary's Convent High School

Hobbies

  • Travelling
  • Photography
  • Music
  • Dancing

Hobbies

  • Travelling
  • Photography
  • Music
  • Dancing

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Abu Sufiyan Shaikh