Avinash Kr. Shahi

Product and Process Trainer with extensive experience at Tech Mahindra, Cognizant, and Amazon. Expertise in creating training materials and assessing performance to improve employee skills and customer satisfaction. Proven track record of implementing process enhancements that increase training efficiency. Proficient in Microsoft Office and skilled in delivering training through both remote and on-site methods.

1.Worked on the reduction of AHT across the floor

Reduced AHT on the floor by 30 seconds by identifying the problem areas that take time over the call by allowing the associates to provide resolutions faster if they have relevant options and training the associates to reduce the hold time for calls that can be wrapped up with short hold or no hold

2.Worked on creating training content and redesigning the training plan with the client to improve efficiency

Created training material for new product launches of Fi such as credit card, mutual funds and digital gold. Redesigned the training plan by reducing the classroom training and replacing it with more on hand practices, Efficiency increased by 7% and training time reduced by 5 days.

3.Worked on streamlining and simplifying case tagging.

Similar multiple taggings, which were confusing and caused multiple errors, reduced the errors by 50 percent; similar taggings were removed to reduce confusion, and new taggings were introduced for cases where the nearest taggings were used.

4.Worked on creating training content for Holiday Planning, Worked to create training materials for the tools and the process., Simplify the content to make it easier to understand and grasp., Worked with client on process improvement to increase efficiency, Efficiency was increased by 15 %, Focus on first contact resolution, Make the exceptions request easier so that members get confirm reservations.

• Cheerful disposition
• Neat and well-organized
• Motivated by problem solving
• Works well with deadlines
• Collaborative and efficient