Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Deepak M

Deepak M

Learning & Development
Bangalore

Summary

  • Over 11+ years of Leadership, Training, Business Management and Customer experience. Experience working on high visibility projects and programs
  • Managed and worked with Gaming, Telecommunications, Technical, Banking and Capital Markets vertical domains
  • Lead, Trained, and developed individuals resulting in promotions, career advancement and growth
  • Collaborate and build cross functional partnership and alliance
  • A proficient, skilled, persistent Training and Development professional with thorough experience in decoding, enhancing human behavior & aptitude
  • Delivering domain training content for new hires, preparing, compose, and designing learning styles with good knowledge on training needs analysis (TNA).
  • Expert in Creative Content,Project Dashboards, Analytical Skills, motivating the workforce, and leading a group of employees from the front

Overview

12
12
years of professional experience
18
18
years of post-secondary education

Work History

Learning and Development – Trainer

24-7 Intouch Pvt. Ltd
Bangalore
01.2022 - Current


  • Working as a Product/Process Trainer for a Gaming Client.
  • Versatile and adaptable in handling Classroom or Virtual Training (Zoom Learning) environment.
  • Up skilling and attending Master TTT workshops including spending time in LMS learnings on major Adult Learning Principles.
  • Consistent performance with Bottom Quartile Management for production agents with a min of 6% improvement in their Error rate and CSAT performance.
  • Off Training Time – have involved in conducting Floor Refreshers, Tickets/Calls/Emails Review Sessions and conducting monthly PKT and post training efficacy for the production teams.
  • As a seasoned Trainer have end to end experience in handling 11 batches in a financial year and Trainer over 200 recruits.


Trainer – Learning and Development

Telligent Support LLP
Bangalore
03.2019 - 12.2021


  • Involved in creating the Transition plan, Standard Operating Procedure (SOP), and Training Schedule and updating Training Materials, Workbooks for the project.
  • Expertise in training new hire agents (max of 30 experienced trainees/batch) as per the client’s requirements and throughput at 90% and above consistently.
  • Knowledge in handling and conducting OJT as per the Transition plan with 90% throughput.
  • New Initiative – Creating e-Learning Modules for the project
  • Best Trainer FY-2021 - TownHall Rewards Category Winner


Training Specialist

Aegis India Pvt. Ltd
Bangalore
12.2017 - 03.2019


  • Working as a an active Team member for Jio (Reliance Info Communication) the biggest telecommunication service in India.
  • Certified National Chat Support Trainer with excellent knowledge of customer experience, emphasizing chat etiquette to develop, coach, support, and evaluate associates on the team.
  • Works closely with the Learning and Development, Quality Assurance , and management team to fix training/performance issues and develop methods to close the gaps.
  • Coordinates all assigned projects, ensures projects are completed by target deadlines, and provide project status updates to management.
  • Determines instructional methods, such as individual training, group training, lectures and demonstrations, and developing e-learning modules, meetings, and workshops.
  • Consistent classroom training on customer service excellence, customer focus, chat auditing, and QA enhancement was delivered


Assistant Unit Manager

Mphasis India Pvt.Ltd
Bangalore
09.2016 - 09.2017


  • Alongside working as a domain trainer specialist, the activities also included administering employee induction/orientation ensuring that new joiners receive proper orientation regularly.
  • Explaining job description, HR policies, company’s vision, project insights/updates, and opening moves connect explaining the management hierarchy to the new joiners.
  • Frequent visits to the Training location outlining new hires on the Training/Nesting (OJT) schedule along with their KRA’s which included training handouts and workbooks.
  • Administrating pre-training needs analysis before every presentation delivery to ensure that the training content is customized to accommodate the requirements of every section.
  • Make sure that the training programs meet company policies, security and audit guidelines, and important client requirements.
  • Managing the Certification process and implementing evaluation means driving robust feedback as well as a tracking system on product knowledge and skills of the trainees.
  • Weekly/Monthly business review along with the onsite training teams across the UK for a Banking or Capital Markets Client to share the progress of the new hire batches.
  • Recognition from the Directors for implementing an agent feedback loop (AFL) idea was one of the major achievements during this time
  • .Implementing the concept of Zone Training and reducing the training phase period from 8 weeks to 4 weeks helped the project fight attrition and headcount planning.
  • Conducting Monthly Process Knowledge tests across all agents in the production zone.
  • Broad familiarity with Web-based Training (WBTs) and employee engagement surveys.
  • Ensuring training portals (SkillSoft) are updated regularly to drive completion of mandate learning hours for the management.
  • Developing internal dashboards or content for all behavioral modules to be rolled across various functions comprising service excellence, customer service with an emphasis on attitude, email and phone etiquette, body language, grooming, leadership, managerial, and coaching skills.
  • Assisting or facilitating TTT (Train the Trainer) workshops along with the Senior Managers.
  • Distinguishing internal trainers and SMEs and grooming them to be future trainers.
  • Creating training calendars, MIS reports, PCI Audits (Internal and External), and raising indent for stationeries and training requirements.


Senior Officer - Talent and Training

Mphasis India Pvt.Ltd.
Bangalore
11.2014 - 09.2016


  • Worked as a Certified Programme Trainer with excellent knowledge in the banking industry, and a specialist in the credit cards domain.
  • Certified TTT Workshop from Langevin Learning Services - USA
  • Expertise in training new hire agents (max of 20 experienced trainees/batch) as per the client’s requirements and throughput at 90% and above consistently.
  • Have trained a total of 14 new hire batches following the modules designed by one of the Capital Markets University – USA.
  • Day-to-day activities included registering a class, creating the IDs and Telephone extensions, Tailor-made facilitation of the domain content as per the different learning styles, and implementing trainees’ feedback to have a better learning experience.
  • Daily attendance regularization and week-wise performance report being shared with the internal management, clients, and stakeholders.
  • Post Training certification and conducting the Nesting phase (OJT) as per the production requirements and then graduating them to production or teams.
  • Individual/Team support on the bottom quartile performers to bring them up the learning curve.
  • Saved revenue by implementing cost-saving initiatives that addressed long-standing problems.


Customer Support Officer

Mphasis India Pvt.Ltd
Bangalore
03.2013 - 10.2014


  • Worked as a Senior CSO for an International Banking Process (UK) Service Operations in the Credit Card division.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Handle customer inquiries, complaints, billing questions, and payments/service requests.
  • Resolved an average of 300 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, and volume).
  • Calm irate callers, repair trust, locate resources for problem resolution, and design best-option solutions for the customers.
  • Became the lead “go-to” person for new hire representatives or particularly challenging call types and was awarded as one of the best projects SME for the quarter FY-14.
  • Commended for initiative, persuasiveness, intense customer focus, and dependability in performance evolutions.
  • Awarded as the Project’s Brand Ambassador for consistent performance and client recognition.


List Research Executive

Naseba Communications Pvt.Ltd
Bangalore
04.2010 - 08.2012


  • Worked for the CRM department – a company that produces, promotes, and hosts business summits/conferences, professional training courses, and business exhibitions internationally targeting executive-level attendees across multiple industries.
  • Conducting outbound B2B sales calls along with an ample amount of web research within the target market, meanwhile contacting potential Leeds through telephone and selling them sponsorship packages to partner with us in our projects.
  • The daily activities include presenting and describing the benefits of our events and summits to the potential Leeds. Ensuring their partnership; collecting information about them and documenting it in SalesForce (A Cloud Computing Data Base Management Software) and maintaining a contact database of potential Leeds.
  • Establishing and maintaining relationships with C-Level professionals, industry leaders, and senior executives within the relevant vertical markets for Business Development Programs.


Education

Diploma Of Media And Arts - Audio Engineeering

SAE Institute
Chennai, India
01.2011 - 02.2012

Bachelor of Science - Computer Applications

Dr. C.V Raman University
07.2007 - 06.2010

Pre University College - PCMC: Board of Public Examinations, Karnataka Govt

Sri Bhagawan Mahaveer Jain College
Bangalore
03.2005 - 07.2007

Central Board of Secondary Education, Central Govt - 10th Grade

B.B.U.L Jain Vidyalaya
Bangalore
01.1993 - 01.2005

Skills

    Learning tools development

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Interests

Music Production

Yoga and Meditation

Traveling

Photography

Cooking

Timeline

Learning and Development – Trainer

24-7 Intouch Pvt. Ltd
01.2022 - Current

Trainer – Learning and Development

Telligent Support LLP
03.2019 - 12.2021

Training Specialist

Aegis India Pvt. Ltd
12.2017 - 03.2019

Assistant Unit Manager

Mphasis India Pvt.Ltd
09.2016 - 09.2017

Senior Officer - Talent and Training

Mphasis India Pvt.Ltd.
11.2014 - 09.2016

Customer Support Officer

Mphasis India Pvt.Ltd
03.2013 - 10.2014

Diploma Of Media And Arts - Audio Engineeering

SAE Institute
01.2011 - 02.2012

List Research Executive

Naseba Communications Pvt.Ltd
04.2010 - 08.2012

Bachelor of Science - Computer Applications

Dr. C.V Raman University
07.2007 - 06.2010

Pre University College - PCMC: Board of Public Examinations, Karnataka Govt

Sri Bhagawan Mahaveer Jain College
03.2005 - 07.2007

Central Board of Secondary Education, Central Govt - 10th Grade

B.B.U.L Jain Vidyalaya
01.1993 - 01.2005

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