CHAYAN GUHA
AM TRAINING- SOFT SKILLS/VNA/COMMUNICATION/PROCESS
Pune
Summary
I am a person with the strengths of high self-confidence, clarity of thoughts and easy adaptability to a new place or environment. With my sincerity and Commitment towards work, I find it easy to win trust of people I am working with. I am looking forward to a career with an organization that provides me an excellent learning environment and utilizes my potential to the fullest extent. Skilled multitasker with superior work ethic and good teamwork, problem-solving and organizational skills. Willing to take on any task to help team. Reliable and dedicated team player with hardworking and resourceful approach.
Overview
27
27
years of professional experience
3
3
Languages
Work History
AM Training- VNA/Soft Skills/Communication/Process
MDI Networx
8 2023 - Current
- Participate in a structured training program to gain a deep understanding of the company's operations, policies, and procedures
- Acquire knowledge of industry trends, best practices, and relevant regulations
- Taking care of Training batches/Trainers in RCM & PAYOR Side
- Designed new methods, new ways of trainings, part of SLA and Client calls, maintained effective communication skills with internal and external customers, delivered the assigned tasks on time.
Process/ Communication/Soft Skills/VNA /QA Trainer
Bridgingtech
03.2023 - 07.2023
- Taking care of Training batches/Trainers in e commerce, customer service, voice, email, sales (inbound and outbound) and chat processes
- Concepts implemented in TNA/TNI programs, taking care of NHO batches from Pre-Process, Process to OJT, Conducted Process and Sales-voice/chat trainings, sales (inbound and outbound), RCM, PAYOR
- Conducted trainings on Grammar, SVA, Tenses, Prepositions, Object handling, syllable stress and other aspects
- Worked on Talent Management initiatives, diversity program, took VILT Sessions, soft skills, communication sessions and VNA sessions too
- Designed new methods, new ways of trainings, part of SLA and Client calls, maintained effective communication skills with internal and external customers, delivered the assigned tasks on time
- Personality development, grooming, Communication, soft skills was taken care
- Conducts Process and collection trainings, calls monitored and feedback given
- Trained batches on soft skill aspects- call opening, email skills, empathy, acknowledgement, assurance statements, time management, leadership skills, problem solving, listening skills, team work and communication, monitored calls and gave feedback, aware of 7q’s, monitored and coached agents on grammar, pronunciation, syllable stress, Culture, throughput was also above 98%, followed different training methods, catered for adult learners
- Good with training modules and ppt, knowledge of different training methods and adult learning, daily audits, listening to calls, giving feedback, process improvement methods, channel between management and stakeholders was part of KPI’s, conducted pkt’s.
Lead Process and Communication/Soft Skills/VNA Trainer
Hexaware
09.2022 - 02.2023
- Taking care of Training batches/Trainers in E commerce – Collections, customer service (Flip kart, Amazon- US, chat process), catered for e commerce, voice, email, Conducted Process and Sales-voice/chat trainings, sales (inbound and outbound) and chat processes
- Concepts implemented in TNA/TNI programs, taking care of NHO batches from Pre-Process, Sales Process to OJT, taking care of NHO batches from Pre-Process, Process to OJT
- Worked on Talent Management initiatives, diversity program, took VILT Sessions, soft skills, communication sessions and VNA sessions too
- Trained people on Grammar, SVA, Tenses, Prepositions, Object handling
- Conducts Process and collection trainings, syllable stress and other aspects
- TTT certified from Hexaware, problem solving and negotiation skills, offered new ideas for process and business improvements, worked on deadlines, targets, time management, Personality development, grooming, Communication, soft skills were taken care, throughput was also above 98%, followed different training methods, catered for adult learners
- Trained batches on soft skill aspects- call opening, email skills, empathy, acknowledgement, assurance statements, time management, leadership skills, problem solving, listening skills, team work and communication, monitored calls and gave feedback, aware of 7q’s, monitored and coached agents on grammar, pronunciation, syllable stress, Culture
- Designed new methods, new ways of trainings, part of SLA and Client calls, maintained effective communication skills with internal and external customers, delivered the assigned tasks on time
- Good with training modules and ppt
- Grammar, different aspects of US and UK Accents, conducted refresher trainings.
Process and Communication/Soft Skills/VNA Trainer
CRM- (Process Ramp Down)
04.2022 - 08.2022
- Concepts implemented in TNA/TNI programs
- Catered for e commerce, voice, email, Conducted Process and Sales-voice/chat trainings, sales (inbound and outbound) and chat processes, problem solving and negotiation skills, offered new ideas for process and business improvements, worked on deadlines, targets, time management, Trained people on Grammar, SVA, Tenses, Prepositions, Object handling, taking care of NHO batches from Pre-Process, Process to OJT, syllable stress and other aspects, RCM, PAYOR
- Conducts Process and Sales/chat trainings, cards, taking care of NHO batches
- Trained batches on soft skill aspects- call opening, email skills, empathy, acknowledgement, assurance statements, chat process, time management, first and third-party Collections customer service, leadership skills, problem solving, listening skills, team work and communication, monitored calls and gave feedback, aware of 7q’s, throughput was also above 98%, followed different training methods, catered for adult learners
- Designed new methods, new ways of trainings, part of SLA and Client calls, maintained effective communication skills with internal and external customers, delivered the assigned tasks on time
- Grammar, different aspects of US and UK Accents, conducted refresher trainings
- Good with training modules and ppt, Creating training calendar
- Monitored and coached agents on grammar, pronunciation, syllable stress, Culture
- Provided trainings on Communication, Process: voice, email, chat and Soft Skills
- Catered to US Collections, Voice and Accent, Customer Service, emails, chat, US Sales/ Retail and RCM batches, Coaching provided to respective batches
- Personality development, grooming, Communication, soft skills was taken care
- Aware of KPI metrics in training with feedback- Sandwich and Grow model
- Catered to Pre-Process, Soft skills and Process Training
- Worked on Talent Management initiatives, diversity program, took VILT Sessions, soft skills, communication sessions and VNA sessions too
- Prepared SOP’s/ PPT are for the respective trainings
- Provide coaching and feedback to enhance performance as per process requirements
- Conducts preprocess and process training along with power point presentation and reports, knowledge on collections, retail line of business mortgages of Sales Process, knowledge of different training methods and adult learning, daily audits, listening to calls, giving feedback, process improvement methods, channel between management and stakeholders was part of KPI’s, conducted pkt’s.
Process and Communication/Soft Skills/VNA Trainer
COTIVITI Healthcare
02.2018 - 11.2021
- Received recognition and appreciation from onshore team, e commerce domain
- Catered for e commerce, voice, email and chat processes, problem solving and negotiation skills, offered new ideas for process and business improvements, worked on deadlines, targets, time management, creation of SOP’s and PPT’s, Trained people on Grammar, SVA, Tenses, Prepositions, Object handling, taken care of NHO batches from Pre-Process, Process to OJT, syllable stress and other aspects, RCM, PAYOR
- Worked on Talent Management initiatives, diversity program, took VILT Sessions, soft skills, communication sessions and VNA sessions too
- Concepts implemented in TNA/TNI programs, taking care of NHO batches
- Conducted Process and Sales-voice/chat trainings, sales (inbound and outbound) cards process, good with training modules and ppt
- Trained batches on soft skill aspects- call opening, email skills, empathy, acknowledgement, assurance statements, time management, leadership skills, Collections, problem solving, listening skills, team work and communication
- Designed new methods, new ways of trainings, part of SLA and Client calls, maintained effective communication skills with internal and external customers, delivered the assigned tasks on time
- Catered to US Collections, Customer Service, emails, chat, US Sales/ Retail and RCM batches, creating training calendar, Grammar, different aspects of US and UK Accents, conducted refresher trainings
- Provided trainings on Communication, Voice and Accent, Process: voice, email, chat and Soft Skills, Coaching provided to respective batches
- Monitored and coached agents on grammar, pronunciation, syllable stress, Culture
- Throughput was also above 98%, followed different training methods, catered for adult learners
- Aware of KPI metrics in training with feedback- Sandwich and Grow model, monitored calls and gave feedback, aware of 7q’s, Personality development, grooming, Communication, soft skills were taken care
- Rated the best Trainer of the quarter
- Catered to Pre-Process, Soft skills and Process Training
- Feedback provided to all candidates after listening to calls
- Handled OJT/JIT phase with Improved Training Methods including the Sensitivity training/behavioral aspect, good with training modules and ppt
- Prepared SOP’s/ PPT are for the respective trainings
- Provide coaching and feedback to enhance performance as per process requirements
- Conducts preprocess and process training along with power point presentation and reports, knowledge on collections, retail line of business mortgages of Sales Process, knowledge of different training methods and adult learning, daily audits, listening to calls, giving feedback, process improvement methods, channel between management and stakeholders was part of KPI’s, conducted pkt’s.
Senior Coordinator
ULS
03.2016 - 01.2018
- Part of Billing Team dealing of cash inflow and outflow
- Trained the new employees in terms of Sales
- Feedback provided to all candidates after listening to calls
- Groomed candidates on motivation and about management
- Spoke to customers both internal and external whenever required.
Sr. C.C.E/ Sr. Analyst
OCWEN
12.2013 - 02.2016
- Part of US Collections Team which caters to mortgage industry in US
- Imparted training to new joiners
- Rated one of the top performers, taking care of NHO batches
- Catered to Pre-Process, Soft skills and Process Training
- Feedback provided to all candidates after listening to calls
- Concepts implemented in TNA/TNI programs, Managed throughput 98%, attrition 97%, and onboarding
- Was involved in floor interventions, Personality development, grooming, Communication, soft skills were taken care
- Worked on Talent Management initiatives, diversity program, took VILT Sessions, soft skills, communication sessions and VNA sessions too
- Catered to US Collections, US Sales/Banking
- Conducted Process and Soft skill trainings
- Prepared SOPs for the respective trainings Ways to act and react in difficult situations, both in inbound and outbound calls.
Senior Coordinator
ULS
05.2008 - 11.2013
- Part of Billing Team dealing of cash inflow and outflow
- Trained the new employees in terms of soft skills and Sales
- Groomed candidates on motivation and about management
- Ways to act and react in difficult situations
- Spoke to customers both internal and external whenever required.
Sr. Analyst
HSBC
01.2006 - 04.2008
- Experience in customer service UK Mortgage process
- Also called UK healthcare hospitals and provider’s whenever the process required on a cross trained process front
- Feedback provided to all candidates after listening to calls
- Catered to UK Collections, US Sales/Banking- Sales, Catered to Pre-Process, Soft skills and Process Training
- Worked on Talent Management initiatives, diversity program, took VILT Sessions, soft skills, communication sessions and VNA sessions too
- Prepared SOP’s/ PPT are for the respective queues
- Part of the Mortgage Team.
Family Business
06.1997 - 12.2005
- Was involved in Family Business
- The Business Unit was closed due to financial issues.
Education
H.S -
Vivekananda College, Kolkata
B. Com (H) - undefined
C.U.
I.C.S.E -
St. Paul’s Boarding and Day School, Kidderpur, Kolkata
Skills
Personality Traits
- Exceptional written communications that has clarity and impact: comfortable making oral presentations with all levels of audience, including senior management and much needed listening skills to interact better with the customer.
- Leadership through mentoring sees challenges as opportunities: Ability to take initiative and work independently.
- Team Player: demonstrate a positive can-do attitude.
- Maintain the big picture in perspective at all times.
Personal Information
Date of Birth: 1975
Phone
+91 6304548787, 8177883273
Training
- Customer Service
- Call Quality Assurance
- Customer Database Management
- Programs regarding Manage-men-t
- Customer Traits
Writing poems.
About life.
Timeline
Process/ Communication/Soft Skills/VNA /QA Trainer
Bridgingtech
03.2023 - 07.2023
Lead Process and Communication/Soft Skills/VNA Trainer
Hexaware
09.2022 - 02.2023
Process and Communication/Soft Skills/VNA Trainer
CRM- (Process Ramp Down)
04.2022 - 08.2022
Process and Communication/Soft Skills/VNA Trainer
COTIVITI Healthcare
02.2018 - 11.2021
Senior Coordinator
ULS
03.2016 - 01.2018
Sr. C.C.E/ Sr. Analyst
OCWEN
12.2013 - 02.2016
Senior Coordinator
ULS
05.2008 - 11.2013
Sr. Analyst
HSBC
01.2006 - 04.2008
Family Business
06.1997 - 12.2005
AM Training- VNA/Soft Skills/Communication/Process
MDI Networx
8 2023 - Current
H.S -
Vivekananda College, Kolkata
B. Com (H) - undefined
C.U.
I.C.S.E -
St. Paul’s Boarding and Day School, Kidderpur, Kolkata
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