Atul Gupta
Training Manager
Noida
Summary
A results-driven professional with 6 years of experience in customer service and training management. Starting as a Customer Service Associate, I gained valuable insights into customer needs and service operations. After being promoted to Training Manager (On-Demand), I’ve spent 2 years leading new hire training, optimizing workflows, and coaching teams to improve performance.
Skilled in people management, process improvement, and creating engaging training programs, I’ve helped reduce onboarding time and boost productivity. I’m passionate about developing teams and ensuring they have the tools and support needed to succeed.
Overview
6
6
years of professional experience
Work History
Training Manager ( On Demand )
Amazon Development Center
09.2022 - Current
- New Hire Leadership: Managed and led a team of 20-25 new hires, ensuring seamless onboarding and integration into the customer service team within 2-4 weeks.
- Team Performance Management: Provided coaching and performance feedback to 100+ new hires weekly, driving continuous improvement in key metrics like customer satisfaction and issue resolution.
- Conflict Resolution: Addressed and resolved an average of 20+ trainee concerns per week, ensuring a positive and productive learning environment.
- Mentorship and Support: Delivered ongoing mentorship to new hires, fostering a sense of ownership and accountability, while increasing retention rates by 15%.
- Team Development: Identified top performers and coached them to transition into advanced roles, with 10% of trainees promoted within 6 months.
- Collaboration with Leadership: Worked closely with HR and operations to adjust training strategies based on team needs, improving overall team productivity by 20%.
Customer Service Associate- NA Retail
Amazon Development Center
10.2018 - 09.2022
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
Education
MBA - Marketing
Anant Institute of Management Studies
Gwalior 04.2001 -
BBA -
Jiwaji University
Gwalior 04.2001 -
Skills
Team Leadership
Training & Development
Performance Metrics Evaluation
Customer Service Expertise
Technology & Tools Proficiency
Timeline
Training Manager ( On Demand )
Amazon Development Center
09.2022 - Current
Customer Service Associate- NA Retail
Amazon Development Center
10.2018 - 09.2022
MBA - Marketing
Anant Institute of Management Studies
04.2001 -
BBA -
Jiwaji University
04.2001 -
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