Avijeet Mohapatra
Bengaluru
Summary
With over 7 years of industry experience, I am a seasoned Instructor/Facilitator specializing in product and soft skills modules. I possess a strong understanding of identifying training requirements, creating content, and managing stakeholders. I have worked with both contact center and non-contact center clients. Currently, I am exploring opportunities to implement Artificial Intelligence in Learning & Development.
Overview
8
8
years of professional experience
Work History
Instructor - Senior Analyst
Accenture
11.2024 - Current
- A part of the Capability Development team.
- Responsible for BAU activities such as audits, coaching, and feedback delivery.
- Collaborate with internal stakeholders to automate repetitive tasks.
- Manage deal-specific assessments on the LMS.
- Conduct calibrations with stakeholders and share best practices.
- Prepare reports and analyze customer surveys.
- Identify TNA and TNI, along with program management.
- Create and modify content according to the VAK framework.
- Explore options for using AI to reduce operational costs.
Soft Skills Trainer
Intellicredence Pvt. Ltd.
08.2023 - 10.2024
- Manage end-to-end on-boarding, New Hire Training and refreshers at regular intervals
- Drive employee engagement programs & organize R&R
- Liaise with clients & stakeholders to understand business requirements
- Identify Training needs within the accounts and facilitate Training programs
- Content creation and development as per stakeholder and TNI requirement
- Maintaining dashboards and trackers and being a part of review meetings
- Identifying & assigning online courses to employees basis their LOB & tracking progress
Technical Trainer
Hewlett-Packard Inc (Contract-to-hire)
03.2022 - 05.2023
- Impart NH Training on Product and Soft Skills to L1 Engineers in a hybrid environment
- Drive assessments & tollgates during NH Training to gauge efficacy
- Work with stakeholders to formulate programs & projects for focus group agents
- Analyzing NPS, formulate improvement initiatives and drive their implementation
- Initiating calibration with stakeholders to bridge gaps & identify Training need
- Conduct on-floor activities to increase the cultural awareness & engagement
- Maintain & analyze reports & present progress to stakeholders in business reviews
Product Trainer
Startek Aegis Limited
04.2021 - 01.2022
- Impart classroom Training on Soft skills & Product to NHT batches
- Conduct BQ refresher Training as per TNI and map efficacy
- Conduct monthly PKT and manage LMS as per process needs
- Be a part of internal & external calibration and highlight process gaps
- Scrub NPS & D-sat data and identity BQ performers basis on Soft Skills & Process
Communication Coach
Fareportal India Pvt. Ltd
07.2018 - 03.2020
- Monitoring calls for an assigned LOB and coaching agents.
- NPS & DSAT data scrubbing, identifying patterns and conducting refreshers for the identified BQs.
- Conducting V&A round of interviews for all LOBs.
- Conducting post assessment of NHT batches after V&A training.
- Preparing monthly performance review deck as a coach.
- Being a part of internal calibration and external calibrations.
Soft Skills Trainer
Concentrix Daksh
10.2016 - 10.2017
- New Hire Training on Soft Skills based on capacity planning requirement
- Conduct refreshers on effective call handling, accent neutralization, UAE culture for tenured agents
- Organize calibrations to ensure consistent scoring & feedback delivery approach
- Liaising with Talent acquisition and conducting Soft Skills assessment for new hires
- Call monitoring & feedback sharing with OJT and Production population
- Drive/identify required improvement 0- 30 days' nesting performance
- Responsible to drive & improve C-SAT for the trainees and tenured agents on the floor
- Design training curriculum as per process requirement
Education
B.B.A -
DAV School of Business Management
Bhubaneswar07-2013
12th -
DAV Public School
Bhubaneswar04-2010
10th -
Delhi Public School - Kalinga
Bhubaneswar05-2008
Skills
- Classroom and virtual facilitation skills
- People management
- Content creation & modification
- Learning theories
- MS Office suite
- AI tools and prompts
Personal Information
- Date of Birth: 03/09/92
- Marital Status: Unmarried
Permanent Residence
Bhubaneswar, Odisha
Hobbies and Interests
- Animal welfare & Pets
- Exploring technical advancements
- Learning DIY methods via research
- Educating less privileged people of society
- Reading self-help books
Timeline
Instructor - Senior Analyst
Accenture
11.2024 - Current
Soft Skills Trainer
Intellicredence Pvt. Ltd.
08.2023 - 10.2024
Technical Trainer
Hewlett-Packard Inc (Contract-to-hire)
03.2022 - 05.2023
Product Trainer
Startek Aegis Limited
04.2021 - 01.2022
Communication Coach
Fareportal India Pvt. Ltd
07.2018 - 03.2020
Soft Skills Trainer
Concentrix Daksh
10.2016 - 10.2017
B.B.A -
DAV School of Business Management
12th -
DAV Public School
10th -
Delhi Public School - Kalinga
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