Anand N Shekhar
Hyderabad
Summary
Dynamic Senior Trainer with a proven track record at BFSI & E'COM Process, excelling in employee development and process improvement. Skilled in leadership and advanced data analysis, I have successfully designed impactful training programs that enhanced compliance and customer service, driving significant performance improvements across teams.
Overview
6
6
years of professional experience
Work History
Senior Trainer
Digitide Banking Process
Hyderabad
10.2023 - Current
- Mentored Trainers and supported their development
- Provide Train-the-Trainer support to employees recently promoted through the Internal Job Posting (IJP)
- Maintaining the reports as per client requirements
- Monitored and evaluated training effectiveness and made improvement
- Collaborated with managers to align training with business goals
- Participating in scheduled client calls to identify and implement process improvements.
- Design and deliver training programs on banking products, compliance, customer service, and sales techniques.
- Conduct refresher sessions to ensure staff stay updated with new regulations, policies, and product offerings.
Trainer & Training MIS
Conneqt Business Solutions
06.2022 - 10.2023
- Working on L & D reports - MIS
- Conducted Boot camp and induction for Newhires
- Certified on Search and conducted trainings for newhires Acquiring in-depth knowledge of the process
- Co-Ordinating and facilitated Academy and Mortgage trainings for Hyderabad location
- Provide active support to process associates and resolve on time
- Perform training interventions, process change and process improvement
- Delivered end-to-end training for new hires and existing employees on Axis Bank’s retail banking products such as savings accounts, current account, credit cards and digital banking platforms.
- Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
- Maintain training dashboards, monitor attendance, pass percentages, and post-training performance improvement metrics.
- Update daily/weekly training trackers (trainee names, topics, attendance, scores).
- Tracked and reported training effectiveness metrics, certification results, and performance improvements post-training
- Enhanced process efficiency by identifying areas of improvement and implementing necessary changes.
- Identified skill gaps within the workforce and developed targeted training programs to address these challenges.
- Refresher training as per TNA (Training Need Analysis) And TNI (Training Need Identification) within assigned processes.
- Trained sales executives on cross-selling and up-selling strategies to meet monthly targets.
- Played a key role in reducing early attrition and improving throughput through employee engagement and development initiatives.
- Conducted real-time floor support, coaching, and refresher sessions, reducing call escalations and improving first-time resolution.
Senior Executive Non Voice
Conneqt Business Solutions
Hyderabad
12.2021 - 06.2022
- Responsible to take chat & call and provide the resolution with 100% quality
- Handling escalation and appreciation calls
- Providing floor support to the nesting team
- Acted as an SME by giving floor support to team members
Exec - Recruiter
VBS Consultancy
Pune
07.2021 - 12.2021
- Sourcing and Attracting Talent: Identify, attract, and source qualified blue-collar candidates
- Candidate Screening and Selection: Evaluate candidate skills, experience, and fit for the role
- Interview and Hiring Process: Conduct effective interviews and make job offers
- Onboarding and Training: Ensure smooth onboarding and training of new hires
- Candidate Relationship Management: Build relationships with candidates and maintain a talent pipeline
- Recruitment Metrics and Reporting: Track and analyze recruitment metrics to inform future strategies
Customer Sales & Service Executive
BPO Convergence
08.2019 - 06.2021
- Customer Satisfaction (CSAT) score
- Sales target achievement (%)
- Customer retention rate (%)
- First response time (avg. minutes/hours)
- Resolution time (avg. hours/days)
- Net Promoter Score (NPS)
- Sales conversion rate (%)
- Achieve sales targets and revenue goals
- Provide excellent customer service and support with 100% Quality
- Build strong customer relationships and retention
- Identify and pursue new sales opportunities
- Resolve customer complaints and issues efficiently
- Maintain high product knowledge and stay updated on industry trends
- Collaborate with team members to achieve common goals
- Airtel Support
Education
High School -
Diploma - Mech
B COM -
Skills
- Leadership
- Employee training
- Team Work
- Communication
- Organizing and Development
- Management
- Process improvement
- Data Analysis
- Advanced Excel
- Learning management systems
- Compliance training
- Coaching and mentoring
Languages
- Hindi
- Kannada
- Marathi
- English
- Telugu (Manageable)
Quote
Affliction should never deter you from your dreams.
Timeline
Senior Trainer - Digitide Banking Process
10.2023 - Current
Trainer & Training MIS - Conneqt Business Solutions
06.2022 - 10.2023
Senior Executive Non Voice - Conneqt Business Solutions
12.2021 - 06.2022
Exec - Recruiter - VBS Consultancy
07.2021 - 12.2021
Customer Sales & Service Executive - BPO Convergence
08.2019 - 06.2021
Adarsh Vidyalaya - High School,
JNP College - Diploma, Mech
Rabindranath Tagore University - B COM,