Avril Gomes

• Analyze company training methods and adjust to rectify issues, increase efficiency and exceed training goals
• Create curricula, instructions, documents and written tests for various types of training courses as per company guidelines and protocols
• Develop and implement updating training programs
• Train, upskill and mentor new/existing personnel hired to fulfill various roles
• Liaised between executives and entry-level workers, facilitating smooth communication
• Led projects and analyze data to identify opportunities for improvement
• Deliver Service Excellence, accent neutralization and communication skills training. Manage all phases of training interventions including learning evaluation and online coaching

Aptech Pvt. Ltd. - Avlon Academy (11th Oct 2013 - 20th Dec 2013)

Rosetta Stones Pvt. Ltd (25th September 2013 – 9th October 2013)

Leadership Management India Pvt. Ltd (26th March 2013 – 30th July 2013)

Veritas Human Capital Consulting (22nd January – 21st February 2013)-OCWEN Financial Solutions

Howden Insurance Broker’s - Consultant Admin & Training (11th Oct 2012 – 10th Jan 2013)

Mind Space Ltd. / Rosetta Stones Pvt. Ltd. (24th May – 5th Sept 2012)-Sutherland Services – Preprocess Communication Coaching and Voice and Accent Neutralization

Leadership Management India Pvt. Ltd. (6th December 2011 – 13th April 2012)-OCWEN - Training New hires on Preprocess Voice and Accent

CRM Training (Mock calls and Soft Skill training)

Project with NIIT Ltd -WNS (August 2011 – September 2011)-Handled a batch on Communication Coaching and Soft Skills

Project with ANSWERS Consultancy (February 2011 – July 2011)

Training candidates on their spoken English

Coaching them on Etiquette and Mannerism

· Training for Soft skills and Voice & Accent. New Hire batch & Refresher training.

· Analyze and generate agent performance report.

· To arrange for training programs that enhances the skill levels of executives and supervisors demonstrating a continuous improvement in the quality standards.

· Involved in training candidates on handling calls and connecting with the customer.

· Language coaching & communication performance improvement for floor agents.

· Involved in developing Training modules, training for Soft skills and Voice & Accent, training candidates on handling calls for help desk and other related profiles

· Training on Modules pertaining to Ground handling in an Aviation Industry, Customer Care essentials, Communication Cue. In flight Services & Grooming.

· Responsible for documenting and implementing the requirements of the organization as a whole - Operational and Training.

· Assisted in Auditing the operational and training KPA’s & SOP’s for the organization

· Assisted in the Script writing for the Call Process Flow.

· Auditing and Proof readings modules and documents.

· Training students on Ground Handling Operations, Attitude Impacting Behavior and In-flight Services for the Airline Industry.

· Training students on Customer Care deliverables.

Designation: Voice & Accent Trainer / Soft Skills

Duration : 11th Sept 2006 to 07th Feb 2007

Job Profile includes the following –

· Conducted Induction training (Pre-Process) on Voice and Accent and Customer Care

· Refresher training within processes

· Shop Floor Coaching - Listening to calls in various processes and assisted agents across the floor overcoming their soft skill issues in language and accent

· Intervention Programs for process that requires Performance enhancement in regard to agents with concerns on soft skills and accent refreshers

· Redesigned modules to ensure fulfillment of process requirements

· Involved in active role in calibrating with internal and external clients to understand and comply with their needs, thus improving employee’s ability

· Certified for 4 E-Learning Courses on Aditya Disha (Gyanodaya)

Designation: Quality Executive / Soft Skills Coach

Duration : 1st April 2004 to 11th Sept 2006

Job Profile includes the following –

· Quality monitoring i.e. Monitored transaction calls on daily basis, which is used as a tool for agent performance measurement

· Evaluate and score the call, based on Quality guide parameters and monitored end-user dissatisfaction expressed on calls, and verify whether appropriate entries are made in the End-User Dissatisfaction Tracking Tool

· Monitor any fatal or non-fatal errors made by agents too, and provide corrective actions for the same

· Managed a team independently for 4 months as a Soft Skill Trainer on the floor assisting the agents to improve their communication skills and telephone etiquette’s

Training’s Attended -

• 2- day Train the Trainer Program
• Voice and Accent Coaching Program
• Self Esteem and Peak Performance

Designation: Junior Executive – Verification Analyst

Duration : 1st July 2004 to 31st May 2005

Job Profile includes the following –

· Responsible for validating and verifying sales made in the campaign as per legal and client parameters

· Handling escalations, providing prompt feedback, Sales monitoring to check for adherence to program norms and improve performance, in order to meet and excel client requirements

· Responsible for Verification Evaluation and providing project members with regular and continuous feedback, thereby streamlining verification levels across the project

· Participated in internal verification calibrations – calibrating calls with the senior management, capturing feedback to educate and enhance agent’s performance

· Generating required reports for the project and sending dispute calls to the clients

Designation: Tele Sales Representative

Duration : June 2003 – June 2004

Achievements –

· Created a new record in the campaign by making 19 sales in a day within 9 hours

· Certified as the 2nd Best Agent in the campaign

· Was given the responsibility of mentoring the lower performers in the team

· Assisting customers in their financial transactions

· Making courtesy calls to customers regarding their dues and pursuing collections.