Ali Sadiq Mohiuddin

• Regional Training and Quality head for west Africa region for Como Business - Client Twitter
• Implement project management principle, agile and Kanban methodology to track and complete tasks
• Implementation of Six Sigma principles for a world class quality and provide exemplary customer experience
• Narrow done on errors and track BQ performance, manage a plethora of reports related to client metrics and data validation
• Transition Training & Quality for new geo - West Africa
• Partnered with the top fortune 500 client from the silicon valley - Certified and expert in the latest nuances in the Como business - Hire and deploy niche skills partners across locations for the client - Transition & manage the training hire, throughput, nesting and production - Reporting - weekly, monthly, quarterly, half early training & quality numbers - Managing training and quality pool of a HC 200 FTE with 10 DRs'
• Client reporting, meetings, one on one coaching - Completion of learning and certification courses - Supporting the global teams for Sutherland - Leadership and coaching for new joiners and building the overall training and quality teams
• Track and monitor quality and training performance for Twitter Tallinn; Estonia, Carmona; Philippines and Accra; Ghana
• Pull up daily RAW data on the numbers of tickets 8000 odd cases worked upon by the guardians globally
• Conduct a quick root cause analysis on the cases and identify the bucket of errors falling under various categories - Human, tools, judgement or deep dive dive analysis failed by the guardian
• Create the global weekly readout highlighting the errors and publishing the observations and sharing it with the vendor ops and client teams - operation on a global Governance call
• Assigning workloads to Quality analysts and checking their weekly occupancy and weekly audit assignment tasks
• Getting on daily, weekly quarterly vendor ops, client calls and sharing the overall quality scores, targets achieved and areas of improvements and help required
• Creating the client and vendor operations - presentations and decks for training and quality
• Conducting weekly huddles with the quality teams and setting up the expectations on disputes ad 3LA disagreements from the guardians
• Tracking and reporting the RCA completion % for all the sites and informing the operation leads for the respective sites to complete the RCA - Target 98%
• Pulling up the quality reports for certain workloads that are not reflecting on the quality tools and highlighting the errors and to action the RCA for RCA conducted by team leads, quality and guardians
• Creating and reporting the Sutherland error report and the twitter score card numbers for all the workloads breaking them to overall audits with X no of errors, X no of disputes, X no of RCA and overall targets achieved
• Preparing the weekly decks for trust and safety queues across various sites
• Participate and promote wellness session for the new guardians
• Fun activity and discussion on how people feel at work - under stressful condition while working on cases and letting them express their worry and feedback on to help improve their physical and mental wellness by listening to music, yoga reading a book, picking up a hobby and watching their favorite shows in their free time
• Overall 360 degree coaching and feedback of all the DRs on their performance, area of improvement and weekly, monthly quarterly targets for the financial year.
• Led projects and analyzed data to identify opportunities for improvement
• Used Microsoft Word and other software tools to create documents and other communications
• Worked flexible hours across night, weekend and holiday shifts
• Resolved problems, improved operations and provided exceptional service

• Conducted orientation sessions and organized on-the-job training for new hires
• Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success
• Communicated all learning and performance objectives, schedules and training assessments to upper management
• Developed departmental systems and procedures to better align workflow processes
• Developed surveys to identify training needs based on projected production processes and changes
• Directed field training to enhance participants' skills
• Analyzed effectiveness of training programs at all levels and recommended updates
• Created in-depth training manual for all employees
• Trained staff during demonstrations, meetings, conferences and workshops
• Managed all exempt employee coaching, training and performance improvement actions
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets
• Coordinated ongoing technical training and personal development classes for staff members
• Delivered new employee onboarding and training sessions via Newbie Upskilling Program and Nitro
• Delivered wide variety of courses focused to enhance communication, team cohesion and group performance
• Conducted training courses and prepared videos for long-term use
• Organized and edited training manuals, multimedia visual aids and other educational materials
• Assessed skill gaps for employees in department and developed training courses to meet identified needs
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
• Planned corporate annual summer and holiday events, including team building-based training initiatives
• Researched and obtained relevant course materials to achieve training objectives
• Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance
• Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes
• Trained new hires to perform cross-training exercises with experienced workers
• Directed training programs and development paths for managers and supervisors
• Selected and assigned instructors to conduct specific training programs
• Applied adult learning and performance expertise to assess behavioral issues impacting work performance

Geographical Information Systems - GiS space - Third Stint in the GIS domain after Apple and Uber Maps.

Training Manager for Geo spatial and Geo info systems with an overall FTE count of 2500 employees. With 30+ training DRs and 5 assistant managers reporting into for guidance and management of training needs for the entire GIS populace.

Certified and trained on complex 50+ workflows; tagged under 15 dynamic product areas. 100% certified on mapping of roads and other important functionalities on GIS space.

• 1. Manage and report training activities, dashboards, decks and training plans
• 2. Plan and deploy fully certified and trained workforce to the operations floor
• 3. Mentor, coach and guide the team
• 4. Mobilize and transition training
• 5. Report training related KRIs for hiring, interviewing and placing employees to various product trainings
• 6. Project and People Management
• 7. Agile teams using Kanban trackers
• 8. Actively involve in the ideation and monetization of the products
• 9. Client and customer relationship management
• 10. Manage and run the entire academy space

Content Moderation: New product area. Manage and observe training needs and improvement for 2500+ employees in the content moderation domain

• Project and Performance Management
• Setup, transition and mobilize training resources to their product & processes
• Manage and coach 60+ training resources from core training and academy
• Meet customer needs and deliverables
• Data and content moderation - centralize reporting, data and knowledge management systems
• Drive and deliver academic learning and map employees on their core skills and competencies - build and run the training and learning on the ground
• Customer and internal communication and sake holder management - relationship building and improving training product areas
• Ideating and innovation change and brining about significant changes during the Covid-19 Pandemic and focusing on new challenges with great innovative ideas
• Monetization and business impact
• Building content for training teams
• Coaching and providing feedback to teams on - customer relationship and both peer to peer, intra and inter group feedback
• Mentoring guiding team to realize success and excellent customer communication on phone, emails and chats - New initiative during the lockdown
• Motivating and inspiring employees, trainers and process leads - during the new normal to meet and exceed client deliverables both in operations and training
• Scale and skill trainers on their day to day training activities and deliverables
• Received and processed stock into inventory management system.
• Worked flexible hours; night, weekend, and holiday shifts.
• Conducted research, gathered information from multiple sources and presented results.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Resolved problems, improved operations and provided exceptional service.
• Maintained excellent attendance record, consistently arriving to work on time.
• Exceeded goals through effective task prioritization and great work ethic.
• Carried out day-day-day duties accurately and efficiently.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Identified issues, analyzed information and provided solutions to problems.
• Developed team communications and information for meetings.
• Proved successful working within tight deadlines and fast-paced atmosphere.

• Project with Apple Maps: Training lead and project head for Apple Voice Service - Hiring and interviewing candidates for a voice based technology role.
• Certified in Apple Maps - Annotation and tools - training for driveless cars. Automation driverless technology.
• Certified and trained on Apple Maps - Beginner - Intermediate- Advanced Cartography
• Train, manage and mobilize a pilot of batch 30 employees on the GIS space for Apple
• Project Management, mobilization, transitions, communication, quality, set up training plans, curriculum, calendar, daily huddles, reports, data management, daily training activities. Coach and mentor quality coaches, operational team leads, and product coaches.

Learning Enhancement and Advancement Program: LEAP Academy at Accenture – Academy lead for project FastTrack (Uber) in Advance skills and competency (August' 2016 – June' 2017)

• Started the phase 1 Learning enhancement and advancement program for 20 associates from the GIS – FastTrack project. They were handpicked based on their best performance in quality and other metrics for the last 3 months and were given a series of interviews and tests.
• The project was designed to upskill people from their beginner learning pool and make them ready to advance skills and competency level.
• Designed the curriculum using ADDIE model, and implemented a learning framework with classroom training, learning activities using VAK technique, role plays that involved effective learning and sharing
• Used emotional intelligence learning, bloom taxonomy and AIDDE framework to measure, analyze and improve performance
• Designed the content with a separate participant learning aid A. Participant guide for the associate, and B. Facilitation guide for the Trainer. Included activities in the workbook that got the trainee and the trainer involved and engaged in the learning activity
• Trained all 20 associates and coached on all 10 skill and competency levels.

Job Responsibility – @ Google Media Revenue Account :

• Reviewed and edited all training materials for accuracy and company policy compliance.
• Coordinated ongoing technical training and personal development classes for staff members.
• Implemented new learning strategies depending upon employees' skill levels.
• Organized and edited training manuals, multimedia visual aids and other educational materials.
• Directed training programs and development paths for managers and supervisors.
• Trained staff during demonstrations, meetings, conferences and workshops.
• Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
• Selected and assigned instructors to conduct specific training programs.
• Directed field training to enhance participants' skills.

- Conducted communication, voice and accent, cultural sensitization, floor support and customer service training for

• - Google Adwords - Australia
• - Provided Australian culture training to help participants sensitized to customer centricity and client value creation
• Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity.
• Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
• Developed new training programs such as online modules, interactive software, language labs and online programs and provided ongoing training to staff.
• Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs.
• Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
• Created curricula, instructions, documents and written tests for various types of training courses.

- Partnered with Cognizant in Alliance with Rosetta Stone as Senior Instructor Specialist

• Senior training instructor for data processing - Novartis Medical Insurance
• Senior training instructor for data processing - Well point and GSK
• Trained 300 + batches - Pre-process training
• Training curriculum included data processing, American culture, grammar, accent neutralization and language acumen along with values, culture and behavior
• Completed 4 months training transition for all 300± employees
• Conducted communication and American culture training for data processing batches voice and non voice process for client Cognizant.
• Supported pharmaceutical clients like Novartis and Well Point.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.

Business communication, soft skills and language enhancement skills:

- Training new recruits on various skills & competencies:

• Oral and written communication
• Dine Dining Etiquette
• Presentation skills
• Team Work Skills
• Negotiation Skills
• Problem Solving
• Listening and comprehension skills
• Customer service
• English Language and Grammar
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Maintained excellent attendance record, consistently arriving to work on time.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.

• Training, coaching and overall language enhancement with performance management skills
• Train the train programs
• Performance and customer relationship management
• Impact Coaching for executive and associate populace - for Bell Canada and EarthLink
• American Culture
• Voice and Accent Training
• Language - particularly English language and accent reduction
• Overall soft skills
• Telephone etiquette
• Overall communication and customer handling skills

Partnered with Wipro BPO on a 2-month contract as a Voice and Accent Trainer (Jan & Feb' 2010)

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved problems, improved operations and provided exceptional service.
• Participated in team-building activities to enhance working relationships.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

Worked with IBM India- Hyd as a voice and accent trainer:

Worked with IBM India- Hyd as a voice and accent trainer

• Job Responsibility: To conduct new hire training, refresher training, floor support, to conduct interviews and hire people from various locations in India.
• Completed 3 NHT batches last batch being on 10th January
• Received appreciation in just 2 months of joining with perfect 5 score on overall training delivery and content presentation skills.
• Helped in transitioning British account based out of London called Shop Direct – Providing refresher training and call coaching to new trainees
• Supported QBE, AT&T and AstraZeneca – Involved in floor support, call coaching, achieve Business Target of 85% on customer satisfaction when target was just 80%. Provided support on AHT handling skills, content preparation for Call Quality, FTF (First Time Fix) FCR – first call resolution and ASA – average speed to answer

QBE (Medical Insurance Company) – European & British account; AT&T (Telecom) and AstraZeneca (Medical and pharmacology research and development) are American deals – Provided refresher training on American & British telephone etiquette, soft skills, and cultural training.

Worked with Siksha as a Network Trainer: Conducted trainings on Business communication, voice and accent, neutralization of accent, removal of M.T.I, soft skills, email and chat etiquette, Business English, presentation skills training and content development (25th May' 08 – Aug' 2009)

Project 1 Deployed for training @ IBM: Job Role at IBM as a contract Trainer- Senior Business Communication Trainer ITD-GD (As a Contract and Network trainer for Siksha) on deputation through Siksha Learning and Development

Training responsibilities:

• F.L.M – First Line Manager Training – Training managers within IBM from different domains on business communication, email, presentation skills, grammar, business English, American accent, neutralization of the accent and advanced communication
• N.H.T - New Hire Training Batch of 25 people on accent, business communication, grammar, soft skills, customer service and presentation skills
• C.I.P- Communication Improvement Program – Training employees who are in IBM for more than 2 years
• Bridge Management (Australian Project Telstra) - Was the first point of contact for training at Hyd for ITD-GD IBM. Training technical and administration staff to deal with crises management, call handling skills and escalation calls, soft skills, building rapport and bridging the communication gaps
• New Hiring Assessment – Involved in the recruitment of people for IBM from various deals within ITD-GD. Assessing people on calls from various cities across India; primarily on communication, accent, grammar and soft skills.
• Content Development – Preparing the content on culture, business communication, English grammar, soft skills, advanced communication and presentation skills and uploading it in the team room monthly

Other Achievements : IBM – Project Careerscapes Blue Dawn – Prepared the script and manger profile and was the compere for the event at IBM-Hyd.

• Speaker for Client Perspective - Working with different cultures, gave a lecture on culture at the event BLUE DAWN and was also the chief presenter and facilitator for the session

Job role at Accenture Services Pvt. Ltd: Voice and Accent Coach

• Exceeded goals through effective task prioritization and great work ethic.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Oversaw daily operations to ensure high levels of productivity.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Developed team communications and information for meetings.
• Participated in team-building activities to enhance working relationships.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Carried out day-day-day duties accurately and efficiently.
• Improved operations through consistent hard work and dedication.
• Served customers in a friendly, efficient manner following outlined steps of service.
• Conducted research, gathered information from multiple sources and presented results.
• Used coordination and planning skills to achieve results according to schedule.

Served as a customer service executive for up selling and registration process - S.U.B.P (Sign up by phone) for approximately 7 months. To improve customer service skills and understand the American customer interaction, communication and culture – (May 05 - Nov' 05)

• Developed and actualized customer service initiatives to decrease wait times
• Improved customer satisfaction ratings by addressing issues and fostering timely resolution
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues
• Offered basic technical support for clients on wide range of company products
• Responded to customer calls and emails to answer questions about products and services
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Answered customer telephone calls promptly to avoid on-hold wait times
• Answered product and service questions, suggesting other offerings to attract potential customers