ANIRUDH SUDHAKARAN
Kannur
Summary
Dynamic training professional with over 10 years of experience in customer service and training across leading organizations. Proven ability to design and implement effective training programs that enhance operational efficiency and improve customer satisfaction. Expertise in talent development, competency mapping, and leadership training, resulting in measurable performance improvements. Certified in ITIL and performance management, with a track record of developing training solutions for diverse business needs.
Overview
17
17
years of professional experience
Work History
Senior Training Specialist II, CX
PhonePe
12.2019 - Current
- Led Lending Sales & Support
- Managing end-to-end lending sales and support operations for both consumer and merchant segments, ensuring optimized funnel performance and customer experience.
- Strategic Business Planning
- Prepared the Annual Operating Plan (AOP) by analyzing inflow volumes, whitelist injections, and traffic patterns to support business forecasting and scaling decisions.
- Vendor Transition & Efficiency
- Built a detailed transition plan to seamlessly outsource operations to vendor partners, leading to improved efficiency, cost savings, and scalable operations.
- Capability Building & Training
- Developed comprehensive training content for Lending Sales & Support teams, coupled with a robust 0-30 days onboarding blueprint and 30-60-90-day capability plan for continuous agent improvement.
- Insight-Driven Product Alignment
- Proactively collected VOC (Voice of Customer) and VOM (Voice of Merchant), translating them into actionable insights shared with Product and Design teams to influence roadmap and improve experiences.
- Targeted Quality Interventions
- Built tailored TNI (Training Needs Identification) frameworks and BQM (Business Quality Metrics), enabling laser-focused training and coaching for better performance
- Consultative Selling Approach
- Designed scripts and coaching models to position agents not just as telemarketers but as tele consultants, focused on personalized, value-led conversations with respect to TRAI, Compliance and Legal guidelines.
- Leveraging Data for Performance
- Analyzed conversion rates, connect percentages, and customer/merchant demographics (CX/MX) to personalize pitches and improve funnel effectiveness.
- Custom Audit & Quality Monitoring
- Designed a custom Audit & Quality Monitoring form specific to Lending flows, enabling deeper insights and structured performance feedback loops.
- Dept: CX -Training & Quality @ PhonePe Lending
Senior Training Specialist II, CX
PhonePe
12.2019 - 12.2023
- Lead Partner Site Training & Quality team- 3 partner sites pertaining of 12+QAs and 4+ trainers.
- Stakeholder Management (Partner sites) - TnTQ Governance and performance targets
- SOPs creation for Training and Quality team
- Involved in Hiring process for Quality and Training Specialists - Partner site and Inhouse.
- Lead monthly team meetings and planning sessions.
- Prepare Weekly/Monthly/Quarterly Business Reviews
- On boarding and certification of new Training Specialists and Quality Auditors
- BQ Management
- Outlier Management
- DSAT/CSAT/VOM & VOC (Customer Sentiment) Analysis
- Create Case Studies for Process Design team and provide process improvement recommendations.
- Conduct Partner site process calibrations.
- Training Curriculum and e-learning module review and percolation
- Collaborate and update knowledge base with Knowledge Management team - 2 KM Specialists
- Dept: CX -Training & Quality
Senior Training & Transition Specialist - Reliance Jio
Aegis Customer Services
01.2017 - 12.2019
- Managing a team of Trainer’s
- Delivering new hire training to management batches (Supervisors and Managers).
- Responsible for end-to-end performance of batches managed by reporting trainers from hiring to production.
- Assurance check done on below criteria to improve E2E training throughput.
- Session plan adhered during training.
- Check trainee knowledge level and understanding.
- Schedule and break adherence to support discipline and floor preparedness of trainees.
- Other responsibilities as mentioned below.
- Training room allocation by coordinating with training MIS.
- Trainer roster and batch allocation.
- Publishing training reports as mentioned below.
- Shrinkage during training.
- Training attrition.
- Language proficiency checks for new hire batches.
- Certification and re-certification reports.
- Trainer compliance check report to clients.
- Managing hiring to training dashboard compliance
- Started projects for process improvement performance improvement.
- Time and motion-based studies done for AHT base lining in
- New Hire Training
- GradBay (On Job Training)
- Initiated new program called “BE THE CHNAGE” with the help of a team of 6 members from Training, Quality and Operations. The program identifies gaps from the knowledge base and sends feedback to clients for correction.
- Conducting weekly and monthly reviews with Trainers on batch performance.
- Certifying newly joined trainers by conducting TTT on methods of training-based client expectation.
- Maintaining & publishing new hire training Dashboard and GradBay (On Job Training) Dashboard.
- Coordinate with Operations team and the quality team to conduct RCA and RCF on type of calls affecting and of the set KPI and send suggestions to clients for implementation.
Lead, eBay Major Incident Management Team
Genpact
04.2014 - 08.2015
- Lead the Transition of in-house eBay Major Incident Management Team from San Jose CA to Hyderabad India
- Coordinates, plans, and executes Change Management maintenance windows in support of the GET IT Change Management team.
- Participates in efforts to improve levels of service and minimize risks through use of Incident and Change Management processes/data.
- Interfaces with Local Risk, Compliance and Security teams on relevant Incident and Change Management aspects
- Manages the life cycle of major incidents, including detection, diagnosis, repair, recovery, and restoration within an ITIL v3 adaptive framework.
- Aids with the responsible team(s) to identify and document the immediate, short term, and long-term remediation actions to resolve the incident and prevent recurrence.
- Synthesizes incident data for Postmortem/Major Incident Review (MIR)
- Interfaces with the responsible IT technical team(s) and Problem Management to ensure that short term and long-term remediation actions for major incidents have been implemented and that the desired results of these actions are achieved.
- Rotates as the on-call Incident Manager/Duty Manager
TECHNICAL TRAINER, IT Services
Genpact
10.2013 - 04.2014
- Providing training for New Hire Agents about Technology
- Training New Hire Agents on Technical Troubleshooting
- Training New Hire Agents on Operating System like Macintosh, Windows, Linux including mobile OS like Android, iOS, Blackberry, Windows, Firefox and Ubuntu, MS Office, MS Exchange and OS 365
- Developed customized learning plans for employees at different skill levels, ensuring optimal knowledge retention and skill development.
- Supported IT department in resolving complex issues, applying extensive knowledge of various technologies and systems.
GLOBAL PROCESS TRAINER, IT Services-Kodak
Genpact
08.2011 - 10.2013
- Providing training for New Hire Agents about Process, Product & Technology
- Training New Hire Agents on Technical Troubleshooting
- Working with Operation to ensure that New Hire Productivity is excellent.
- Conducting Refresher Training for agents in production on updates
- Identifying Training Need Analysis and working on the Project
- Working on enhancing Customer Experience
- Oversaw aggressive on-site training of new call centres in Argentina, Canada, China, India, Philippines, South Africa and U.S leading to successful Go Lives.
- Trained call centre representatives on corporate and business guidelines, customer relationship management (CRM) tools, billing systems, products and proprietary applications.
- Trained and managed over 25 Trainers representing multiple call centres.
- Oversaw all aspects of training programs: operational needs assessment, objectives setting, curriculum design and implementation.
- Supported vendors with the recruitment and selection of all inexperienced staff from the first level Agent up to the Supervisor level, Quality controllers, Workforce Management and Administrators.
- Managed agent training, couching, and process improvements initiatives.
- Ensured an optimal client experience across all call centre business lines.
- Ensured that quality standards and targets were in place and clearly communicated, implement and monitored to ensure targets were met.
- Continuously pushed to implement customer care and call centre operational best practices.
- Utilized various statistical and reporting methodologies to monitor customer care quality.
- Monitored trends based on calls, issues, queries, and made recommendations to improve the quality of service as well as reduce repeat contacts.
- Made significant contributions to the call centre knowledge management system.
- Supported with development and product engineers on new product issue(s) analysis.
- Managed all new product, software and system testing prior to go-live.
- Designed and implemented call centre training library using SumTotal Learning Management System
Subject Matter Expert, Acer Operations
Sutherland Global Services
10.2010 - 12.2010
- Providing technical assistance for agents on the floor and worked precisely maintaining the “Average handling time (AHT)” of the team and meeting quality parameters by giving immense importance to the Process and Product guidelines.
- Assisted the team lead in maintaining the stacks of the team.
- Have taken refresher training sessions for my team containing 16 members as well as other teams on the floor periodically, Entire Acer Operation had 3 teams in total.
- Have been a reliable source and helping hand to the agents in the team as well as other agents on the floor.
- Have achieved management level as well as client appreciations for the call & training conducted for the team and for upgrading the process operations.
- Handling Escalation calls as well as monitoring calls for more individual attention.
Sr. Technical Support Executive, Acer Operations
Sutherland Global Services
12.2009 - 10.2010
- Providing technical assistance for Acer customers, regarding all level 2 (Escalation) computer related issues for US clients.
- Have been a part of Client Calibration calls to assess the quality as well as the Customer satisfaction parameters.
- Managing supervisory calls within the team to achieve complete customer satisfaction and to maintain the status of the team.
- Providing on job support and mentored “Level 1” agents across the floor.
- Provided floor support assistance for the new trainees on their on-job-training phase.
- Maintained laudable scores in Customer Satisfaction Surveys, First Call Resolution (FCR) and Quality.
Technical Support Executive, Earthlink Mac
Sutherland Global Services
10.2008 - 03.2009
- Provide technical assistance to Earthlink Macintosh users on all high-level Internet and network related issues for US clients.
- Provide technical assistance for Mac users to configure mail servers including Mac mail and Entourage
- Configuring DSL, Dial up and Routers for enterprise customers.
Education
Bachelor of Engineering - Electrical & Electronics
Kerala University
ThiruvanthapuramSkills
- Assessment of training effectiveness
- Online course design
- Consultative performance strategies
- Sales training
- Training delivery
- Technical training
- Learning management systems
- Adult learning theory
- Needs assessment
- Blended learning solutions
- Strategic thinker
- Leadership training
- Training facilitation
- Project management
- Training methods
- Training solutions development
- Stakeholder management
Accomplishments
- LEAN TESTED & CERTIFIED
- Reduction of Agent Related DSAT.
- Simulation modules on Process Product & Technical Knowledge to enhance the Agents with all round knowledge thereby saving time spent on Training, Trainer & Infrastructure.
PASSPORT AND VISA DETAILS:
- Passport Details: G9253569
- Valid Visa’s: United States of America, B1/B2 valid till 14th May 2024
Timeline
Senior Training Specialist II, CX
PhonePe
12.2019 - Current
Senior Training Specialist II, CX
PhonePe
12.2019 - 12.2023
Senior Training & Transition Specialist - Reliance Jio
Aegis Customer Services
01.2017 - 12.2019
Lead, eBay Major Incident Management Team
Genpact
04.2014 - 08.2015
TECHNICAL TRAINER, IT Services
Genpact
10.2013 - 04.2014
GLOBAL PROCESS TRAINER, IT Services-Kodak
Genpact
08.2011 - 10.2013
Subject Matter Expert, Acer Operations
Sutherland Global Services
10.2010 - 12.2010
Sr. Technical Support Executive, Acer Operations
Sutherland Global Services
12.2009 - 10.2010
Technical Support Executive, Earthlink Mac
Sutherland Global Services
10.2008 - 03.2009
Bachelor of Engineering - Electrical & Electronics
Kerala University
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