Clement Arnold de Castro

Key Achievements:

• Implemented Lacoste Global Customer Experience Academy strategies in India in 2018
• Won the Best in Class Customer Experience Academy Award (APAC) in 2019
• Single-handedly implemented Lacoste Global LMS in India
• Implemented Lacoste Global mobile phone app (MATCH) in India
• Successful execution of product dash boards in boutique system
• YOY growth on ABS (UPT) from 1.6 to 2.7 in 2018 through identification and implementation of corrective action plan technique
• Single-handedly worked with RAI and TRRAIN to recruit, induct, train and deploy candidates with special needs (deaf and mute) for the first time in Lacoste India
• Single point of contact for customer escalations and complaints online and offline for India
• Currently working with Albatross-CX to implement In-Store Experience (CX boutique audit/mystery shopping) in India

• Key point of contact for all India new employee orientation
• Responsible for conducting all product/CX trainings PAN India
• Manage T&D budget and R&R program
• Successfully designed and executed the Operations Manual/Staff Handbook
• Key point of contact-staff grooming and skill development
• Work closely with operations team to drive operations related agendas/KPI’s, across all POS, PAN India
• Design all training content in order to meet training needs
• Organize season launch and season refresher trainings for all POS.
• Ensure that all regional coordinators are also actively involved in driving training objectives by conducting periodic TTT

• Charleville-Mezieres- France)-(India-Babel Languages Pvt.
• Ltd) Role:, (From 30th Jan 2011 to 15th of May 2015)
• Worked on adult education and language improvement.
• Worked on 360 E-learning LMS platform, trained by team based out of France.
• Liaise with the technical support team in France and deploy the e-learning content on the website and ensure its smooth delivery to all members and participants.
• Have also worked on the following web technologies: Prezi Screencastomatic Haiku Deck PowToon Go!Animate ThingLink.
• Schedule the trainees as per the Common European Framework of Reference for Languages (CEFR)
• This may include- Audio/Visual, Logical/Reasoning, Interactive and Self learning/Correction based methods.

• Monitoring & Coaching the agents.
• Facilitating Can 8/E- learning sessions for the agents.
• Training the new Communication Coaches
• Conducting accent reinforcement sessions
• Call calibration sessions with the team leaders and the client
• Visited Convergys- Pune to help the site improve the NPS- Net Promoter Score.
• The NPS of the site increased from a -4 to 25 as a result of the training conducted

• Conducting process specific trainings on, Credit cards.
• Handling a team of new hires and coach them to improve performance and exceed the target set by the organization.
• Calibrating calls with the client
• Call monitoring and feedback.
• Took an initiative to be a part of a YELLOW BELT SIX SIGMA TRAINING to control the AHT (average handling time), trained almost 5 batches to come up the learning curve during their transition from training to production.