Bharath Kumar Boda
Hyderabad
Summary
Seasoned and Experienced Training lead with insights in handling and managing trainers & training team. Working with cross-functional and support teams to deliver projects and training on time. Skilled in project planning & management, scheduling & planning of training sessions and allocation of work resources. Well versed in stakeholder management, and ability to adapt in dynamic project environments and achieving the goals in lines of customer experience & excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Training lead (Sr. Trainer) & QA
DAZN
11.2023 - 06.2024
- Led the training team in the absence of a training manager for 6 months
- Scheduled and planned all the training programs and sessions across CS for multiple projects and delegated the training plans with other trainers
- Ensured all the trainers worked on training related PKTs and audits assigned and received daily and weekly reports for the same to be shared with the operations and other global leaders
- Provided a KT to all the trainers on all projects and programs like NFL, FIBA, PGA, RallyTV, SKY & Zendesk
- Conducted TTT sessions for other trainers across various marketplaces like France, Italy, Germany, Austria, Japan, UK & Canada
- Created an Internal job posting with leadership approval to create opportunities for interim trainers
- Successfully rolled it out, conducted test & training sessions and interviews to evaluate the candidates and converted two SME’s into interim trainers
- Created trainer evaluation report, daily training reports for training team usage.
Training lead
Amazon AVOC (TRON)
03.2021 - 09.2022
- Attending Gemba calls for discussion with leadership teams on weekly progress, success stories, achievements, process contributions and training team updates
- Handling day to day responsibilities of new hire training teams assigned of a weekly basis
- Overseeing teams of over 20 associates and tracking their weekly performances and sending end to end reports of a daily basis
- Preparing training schedules and training content to be used to train new hires during training sessions of SCOUT, NHT and refresher sessions
- Rolling out quality tips for SCOUT and assisting with the QTs in NHT
- Handling daily tasks of CAPA audits, SIM resolutions, taking up refresher sessions for peers or new training SMEs
- Assigning work to training SMEs on CAPA audits to help in removal of bad jobs from the work pools assigned to associates during training
- Assigning and working on SIM resolutions to meet the SLAs and to reduce the queue numbers to meet the daily goals
- Sending Out Gemba, MOM, Dispute and final training reports on a weekly basis
- Preparing training content, PPTs for better and effective training and IT setup for the training SMEs.
Sr. Seller Support Team lead/Mentor (Gating)
Amazon Selling Partner Support
06.2019 - 03.2021
- Handling daily selling aspects of supporting Amazon sellers with product gating and brand gating approvals
- Handling a team of 15-20 associates and training and mentoring them on a weekly basis
- Handling team escalations and performances on a weekly basis
- Thorough investigation into invoices and documents to deduce the authenticity and validity
- Declining invalid invoices and documents provided by sellers and rejecting approvals and applications
- Assisting sellers with better understanding of how the process works and the requirements to be met, the documents to be provided for approvals
- Handling high end escalations and acting as sole POC for escalations and SME queries from peers and managers
- Trained and mentored new hires and peers on various product gating & brand gating approvals.
Sr. Seller Support associate (FBA specialist) & Mentor/Trainer
Amazon Selling Partner Support
06.2013 - 06.2019
- Handling daily selling aspects supporting both Amazon’s Merchant and Customer experience in seller support
- The responsibilities include Inbound Support queue work; assist with investigation and root cause resolution for FBA Merchant and Fulfillment Center issues
- Co-ordinated with different teams like FBA Ops, Fulfillment Center Teams, FBA Ninjas and others to resolve cases and tickets in FBA Backline
- Handled FBA 911 Cases which have to be responded within a maximum of 15 minutes time-frame
- Handled FBA Manager (Reconciliation) Cases to drive the Pilot Program and provide timely feedback on the newly launched Inventory Console Tool for the same.
Customer Service Associate (C.S.A) & SME
Amazon
11.2012 - 02.2013
- Handled various customer queries and FBA related issues in customer service chats
- Providing faster resolutions to customer concerns over chat
- Handled US chat escalations and resolving them within minutes on chat.
Freelancer in Event management
Fireworks and Sparkle Frame
Bangalore
01.2010 - 01.2012
- Conducted several Corporate Events, College Events and several other modelling events in Bangalore
- Freelanced as a hiring executive for models and portfolio management
- Modelling stint while working for shows in Bangalore.
TEAM MEMBER (Sr. Associate)
B.O.A [BANK OFAMERICA]
01.2008 - 12.2008
- Handled foreign customer and NRI accounts & worked as SME (Subject Matter Expert)
- Managed team during the team lead’s/manager’s absence.
Education
Bachelors in COMMERCE -
Avanthi Degree College (affiliated to Osmania University, Hyderabad)
01.2007
10+2 -
Nalanda Junior College
01.2004
10th -
Abhyudaya High School [S.S.C]
Skills
- Content creation & editing
- Project management
- Research skills
- Team management
- Communication skills
- Adaptability
- Teamwork
- Leadership
- Time management
- Employee Onboarding
- Learning Management Systems
- Coaching and Mentoring
- Training delivery
- Client Relationship Management
- Operations Management
- Training and mentoring
- Optimizing programs
- Assigning Work
Certification
- SCOUT program trained
- Proxemics program trained
- NHT process trained
- Trained on handling disputes and escalations
- CAPA audit trained
- Senior process trainer
- Gating trained (L1 & L2)
- Gating trained on multiple global platforms
- Senior Process SME
- FBA trained
- FBA Canada Trained (Amazon.CA)
- FBA chat Trained
- FBA specialist and outsource partner site mentor/trainer
- Process mentor
- Process Trainer
- Chat and FBA escalations specialist
- AHT & PRR Site champ
Accomplishments
- Receiving Monthly RnRs (Rewards and Recognitions) Award.
- Receiving one of the best NHT (New Hire Trainees) Feedback on the batches trained.
- Received recognition from the training team for resolutions provided on improving the NHT training schedules and finding the loopholes in the process training.
- Received multiple positive responses and appreciation from sellers on escalation cases.
- Received most valuable player award.
- Received recognition for updating and bringing changes in job aid that helped associates work on case approvals and applications simpler and faster.
- Awarded best SME and recognized as Sr. Associate within 6 months of my one year tenure with B.A continuum solutions.
- Received PRR and CPH performance awards for the several months.
- Received several PRR champ, AHT champ, most valuable player, Gold, Silver and Bronze awards.
- Achieved one more yes program for numerous weeks.
- Received recognition from NA training team for assisting them with several outsource and new hire batches in training and mentoring them.
Additional Qualifications
- Trained in MS-office, Excel, PowerPoint.
- Trained on Corporate training and management program from Global Talent Consultants (Bangkok, Thailand).
Industrialprojects
B.O.A. [BANK OF AMERICA], B.A continuum solutions, Performance enhancement & Team management training., Training which involved and helped to improve the performance and work skills as a team and taught do’s and don’ts while handing a team and how to achieve higher success rate while handling a team.
Personal Information
Date of Birth: 02/17/86
Hobbies and Interests
- Fitness
- Professional Cosplay and modeling
- Travelling and exploring new places
- Top food reviewer & movie critic
- Staying updated with current affairs and news on social media and the internet
Disclaimer
I hereby declare that the information provided here is true and legitimate to the best of my knowledge.
Timeline
Training lead (Sr. Trainer) & QA
DAZN
11.2023 - 06.2024
Training lead
Amazon AVOC (TRON)
03.2021 - 09.2022
Sr. Seller Support Team lead/Mentor (Gating)
Amazon Selling Partner Support
06.2019 - 03.2021
Sr. Seller Support associate (FBA specialist) & Mentor/Trainer
Amazon Selling Partner Support
06.2013 - 06.2019
Customer Service Associate (C.S.A) & SME
Amazon
11.2012 - 02.2013
Freelancer in Event management
Fireworks and Sparkle Frame
01.2010 - 01.2012
TEAM MEMBER (Sr. Associate)
B.O.A [BANK OFAMERICA]
01.2008 - 12.2008
Bachelors in COMMERCE -
Avanthi Degree College (affiliated to Osmania University, Hyderabad)
10+2 -
Nalanda Junior College
10th -
Abhyudaya High School [S.S.C]
- SCOUT program trained
- Proxemics program trained
- NHT process trained
- Trained on handling disputes and escalations
- CAPA audit trained
- Senior process trainer
- Gating trained (L1 & L2)
- Gating trained on multiple global platforms
- Senior Process SME
- FBA trained
- FBA Canada Trained (Amazon.CA)
- FBA chat Trained
- FBA specialist and outsource partner site mentor/trainer
- Process mentor
- Process Trainer
- Chat and FBA escalations specialist
- AHT & PRR Site champ
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