Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
AssistantManager

Md Irshad

New Delhi

Summary

Dynamic professional with 17+ years of experience in Customer service, Team Management, Customer Relationship Management, Training and Quality. Handled multiple roles, which have significantly sharpened business acumen, also honing specific skills like innovation in training & quality, financial planning, ability to drive competitive performance and most importantly, people. Managing both the financial planning and operational implementation of all training processes for multiple verticals, namely telecom, cable, and retail. Ensure that the delivery and facilitation of adult classroom training is in support of the client expectations as well as per the organizational standards, to ensure superior workforce preparation, within controlled cost. Maintenance of ongoing partnerships with other resource units, primarily focused on continuous performance improvement.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Assistant Manager

Concentrix
Gurgaon
12.2021 - Current
  • Closely working with Talent Acquisition team, responsible for assessing, prioritizing, and managing stakeholder expectations to ensure successful execution of overall training portfolio (projects, programs, services)
  • Overseeing execution of training needs analysis to identify new skills and behaviors required in organization
  • Responsible for leading development and delivery of customer care processes, curriculum, and sustaining training platforms such as methods and procedures knowledge base and billing training environment
  • Customized training programs, researching and implementing internal consulting program focused on Managing by Objectives, replacing existing off-shelf solution with one tailored to rapidly changing needs and technology offerings
  • Evaluate Trainer's effectiveness and class management
  • Build and implement post training assessments to analyze training effectiveness and work with cross functional team to continually improve training curriculum to meet organizational needs
  • Partnering with leadership and human resources to ensure proper leadership development for team and new hires
  • Helped 3 different sites with planning schedules and delegating assignments to meet coverage and service demands

Training Specialist

Concentrix
Gurgaon
05.2018 - 12.2021
  • Supporting trainers with Cultural training to New Hires (Voice & accent and chat)
  • Certifying new trainers in classroom delivery (stage 1, 2 and 3)
  • Work closely with red and amber flags
  • Conducted LMS workshop for new Core and Program Ready Trainers
  • Conducted TTT on SBL Methodology for entire training team
  • Evaluate performance of Associate Trainers using tools available such as assessments, playbook observations, etc.
  • Assist Training Manager in skills assessment of training staff through classroom monitoring and feedback

Trainer

Convergys India
Gurgaon, India
11.2013 - 12.2018
  • Accountable for training delivery to 25 to 30 new hires
  • Measure effectiveness of training programs using various feedback methods – focus groups, interviews, surveys, and revises programs based on results of evaluations
  • Maintain knowledge on changes to client products, services, policies, and procedures
  • Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using variety of training delivery modalities in classroom environment
  • Provided subject matter expertise on all company offerings
  • Delivered robust training courses via classroom and e-learning programs
  • Trained and mentored 07 new personnel hired to fulfill various roles
  • Scheduled and taught in class and online courses to increase learning opportunities.

Program Ready Trainer

Convergys India
Gurgaon, India
08.2011 - 10.2013
  • Training 2New Hire Batches – Process Specific Training (Customer Service and up Selling)
  • Ensuring that New Hire Associates are up skilled and at par with agents on floor, striking right balance between Sales (Up selling) Repeat and CSAT for New Hires
  • Sharing and discussing updates shared by operations team with batches
  • Designing and implementing employee engagement tracker and sharing updates with stakeholders
  • Auditing calls & sharing feedback
  • Managed Change Trainings of existing employees for all LOB's (Citi) and reporting same to client in timely and accurate manner
  • Content delivery and development for existing employees to improve their understanding about existing procedures

Team Lead

Convergys India
Gurgaon, India
01.2009 - 07.2011
  • Handling more than 20 escalation related to customer grievances and other issues in 1 day.
  • Handling issue related to billing for all credit cards and in-house cards issued by company (Citibank)
  • Overseeing all metrics to be met (C-Sat, Coaching Requests and Customer complaints) for team members
  • Ensuring meeting of SLA
  • Driving team efforts to attain all targets as per SLA
  • Ensuing best communication with client and give all updates of operational performance through client calibrations
  • Ensuring proper discipline in team by meeting shrinkage and leakages metrics
  • Preparing weekly schedule for teams and leave management
  • Ensured minimal attrition in team & overseeing all team's concerns are met
  • Attended all WRM's (Weekly Review Meetings)

Executive and Sr. Executive

Convergys India
Gurgaon, India
11.2005 - 01.2009
  • Citibank Credit Cards Customer Service and Sales)
  • Handling firsthand customer concern for Citi Cards Customers
  • Handling issue related to billing for all credit cards and in-house cards issued by company (Citibank)
  • Always met Scorecard requirements and had been good with CSAT and Sales.
  • Prepared and drafted new policies to benefit company in meeting objectives
  • Managed over 90 calls per day
  • Greeted customers and offered assistance for increased customer satisfaction
  • Used Microsoft tools to create correspondence, edit spreadsheets and develop presentations
  • Provided product price information to customers
  • Troubleshot minor issues with equipment and tools
  • Worked varied hours to meet seasonal and business needs

Sales Associate

I Connect BPO
Gurgaon, HR
03.2005 - 10.2005
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
  • Solved customer challenges by offering relevant products and services.

Education

Bachelor of Arts - Psychology

Indira Gandhi National University
India
01.2022

Skills

  • Developing Presentations and Reports
  • Directing Team Members
  • Training Method Development
  • Managing Operations and Efficiency
  • Management Staff Collaboration
  • Training Program Assessment
  • Instructor Evaluations
  • Virtual Classroom
  • Leadership Training
  • Learning Strategies
  • Training Methods
  • Recruitment Management
  • Talent Acquisition Plans
  • Workforce Planning
  • Pre-Screening and Qualifying

Certification

ð Telephone Doctor. ð Trained and certified on Six Sigma – (White Belt) ð Completed Stage-1 certification ð Completed stage-2 SBL certification ð Completed Stage-3 Certification, Training and Delivery Manager (Asia Pacific). ð Completed Strategic Partner Master Trainer certification

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Timeline

Assistant Manager

Concentrix
12.2021 - Current

Training Specialist

Concentrix
05.2018 - 12.2021

Trainer

Convergys India
11.2013 - 12.2018

Program Ready Trainer

Convergys India
08.2011 - 10.2013

Team Lead

Convergys India
01.2009 - 07.2011

Executive and Sr. Executive

Convergys India
11.2005 - 01.2009

Sales Associate

I Connect BPO
03.2005 - 10.2005

Bachelor of Arts - Psychology

Indira Gandhi National University

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Md Irshad