Deepak Kumar
Thane
Summary
Senior Communication's Trainer for a Software Co., Team Leading with Project Transition and Management experience, exceptional People skills. Versed in Training Need analysis and Content Development.
Overview
10
10
years of professional experience
Work History
Senior Trainer
CyberTech System and Software Ltd.
Mumbai
09.2021 - Current
- Evaluated training needs to improve training quality.
- Developed and improved training courses to increase staff performance and overall training effectiveness.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
- Provided virtual training and online presentations.
- Recruited, interviewed and onboarded new hires.
Quality Team Leader Cum Project Manager
Tata Consultancy Services
Mumbai
10.2019 - 03.2021
- Increased efficiency and team performance by implementing actionable process improvements by 7%
- Aligned with staff members to develop, identify and achieve assigned goals and initiatives
- Defined clear targets and objectives and communicated to other team members
- Streamlined operations by effectively monitoring and addressing client correspondence and data communications
- Managed teams in Agile(Agile and Scrum Methodology) environment, realizing success through application of its methodology and exceptional leadership skills
- Helped conduct internal and vendor quality audits to satisfy SOP requirements.
- Mentored and Monitored quality control by reducing downtime to boost efficiency
- Increased customer satisfaction by solving problems and concerns effectively
- Implemented cross-training to improve depth of skill sets within team
Team Lead
Tata Consultancy Services
Mumbai
12.2018 - 09.2019
- Stepped up to assist Project Manager with complaints and issues during times when department was short-staffed with dynamic workflows
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of Clients
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies by 11%
- Met all customer call guidelines including service levels, handle time and productivity
- Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers
Communication Team Lead
Tata Consultancy Services
Mumbai
12.2013 - 11.2018
- New Hire Training- Culture and Communication and Soft Skills
- Floor Support - Bottom quartile management
- Hiring - Voice and Accent screening for potential Candidates
- Driving Organizational Training across Mumbai and generating reports for Vertical Leads
- Conducted Behavioral Training for Organization across TCS Mumbai
- Content creation - Creating Info graphics, Cultural Updates, Flash Pages, Training Modules, etc
- Voice Over - Massive Open Course Online(MOOC)
- Achievements Best Trainer of Quarter
- Best Trainer of project(1 Year project)
- Ensured long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs
- Carried out day-day-day duties accurately and efficiently.
- Developed team communications and information for meetings.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Collaborated with Quality Team and Operations to achieve results.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Managed team of 9 Trainers, overseeing hiring, training, and professional growth of employees.
Resolution Expert
Dell Internationals Pvt. Ltd.
New Delhi
11.2012 - 09.2013
- Resolve Computer Software issues presented by Level 1 Team as unresolved
- Bring down customer dissatisfaction rate for project by providing end to end resolution
- New/Clean Windows installation to complete system setup
Debt Collector
Genpact
New Delhi
08.2011 - 09.2012
- Debt collection on overdue accounts for Nissan Motors North America
- Mentored new members on scripts, strategies and company information to maximize performance
- Meet demands of busy collections group by performing high volume of daily calls
- Investigate and resolve discrepancies in monthly bank accounts while under tight deadlines
- Call Calibrations with Clients on weekly basis
- Prepare weekly Collections report with overall performance for teams for presentation to management
- Spot award winner for collecting $1400 per hour
- Best Mentor award
Education
Bachelor of Commerce -
Government Degree Collage
Dharamshala03.2010
Diploma - E-commerce
Government Degree College
Dharamshala 03.2009
Senior High School - Commerce
Kendriya Vidyalaya School
Dharamshala03.2007
Skills
- Content creation
- E-Commerce
- Info Graphics
- Hiring
- Project planning and development
- Advanced problem solving
- Timeline management
- Team building
- MS Office
- Training Delivery
- Quality assurance
- Orientation and Onboarding
- Developing Modules
- Scrum Methodology
- Sprint Planning
- Agile Work Processes
Timeline
Senior Trainer
CyberTech System and Software Ltd.
09.2021 - Current
Quality Team Leader Cum Project Manager
Tata Consultancy Services
10.2019 - 03.2021
Team Lead
Tata Consultancy Services
12.2018 - 09.2019
Communication Team Lead
Tata Consultancy Services
12.2013 - 11.2018
Resolution Expert
Dell Internationals Pvt. Ltd.
11.2012 - 09.2013
Debt Collector
Genpact
08.2011 - 09.2012
Bachelor of Commerce -
Government Degree Collage
Diploma - E-commerce
Government Degree College
Senior High School - Commerce
Kendriya Vidyalaya School
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