Summary
Overview
Work History
Education
Skills
PC gaming
Languages
Timeline
Hi, I’m

Feroz Samnani

Navi Mumbai,MH
Feroz Samnani

Summary

Experienced training professional with over five years of leadership in training governance and workforce management. Skilled at designing and implementing strategic training programs that enhance organizational effectiveness and employee development. Proven expertise in client presentations, data analysis, and AI integration, driving process improvements and operational efficiencies. Strong ability to lead cross-functional teams, manage projects, and ensure seamless stakeholder engagement, while excelling in conflict resolution, team building, and quality assurance.

Overview

18
years of professional experience

Work History

Teleperformance

Assistant Manager - Training
01.2024 - Current

Job overview

  • Managed largest team of 50 trainers across five lines of business.
  • Managed training ramps for 1,200 new hires and 1,000 upskills.
  • Facilitated establishment of new sites across multiple geographies as training center of excellence.
  • Executed regular mentorship by implementing skill enhancement initiatives, conducting thorough observations, and engaging in weekly performance discussions.
  • Partnered with stakeholders across diverse projects to elevate production performance Collaborated with quality and operations to manage nesting performance of over 400 employees.
  • Oversaw efficient client management by addressing diverse business needs, enabling launch of new line of business, collaborating on pilot for new training curriculum introduction, delivering continuous product and knowledge base feedback.
  • Contributed to internal and client reviews, delivering performance analysis and implementing measurable actions to demonstrate consistent performance and address gaps where necessary.
  • Coordinated an annual training calendar by integrating course plans, facilities, and departmental rotations across multiple regions by creating an automated Gantt chart.
  • Achieved 80% target compliance and 150% efficacy in metric-driven projects using lean methodology.
  • Collaborated with clients and partners on plotter analytics to enhance training effectiveness. Utilized adult learning principles to design impactful training programs.
  • Guaranteeing timely completion and reporting of essential courses.
  • Implemented New Hire Employee Engagement program, collaborating with various department leads and engagement team to reduce employee attrition rate.
  • Workforce Planning : Analyze demand trends and historical data to allocate resources efficiently across different sites.
  • Dynamic Scheduling : Use AI-driven forecasting tools to create adaptive rosters that adjust to fluctuations in volume.
  • Cross-Site Coordination : Implement centralized communication channels to streamline workflows and optimize staffing levels.
  • Performance Metrics : Track KPIs such as occupancy rates, agent utilization, and service levels to fine-tune your strategy.

Teleperformance

Process Trainer
01.2022 - 01.2023

Job overview

  • Created unique materials and worked with client LMS tools to support training programs.
  • Performed opening and closing procedures to keep operations and nesting running smoothly.
  • Used coordination and planning skills to achieve results according to schedule.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Created spreadsheets and Google sheets for daily, weekly and monthly reporting.
  • Delivered robust training courses via a variety of methods, including classroom and e-learning programs.
  • Developed new and improved training programs to fit underserved areas.
  • Trained employees on proper procedures for handling calls and generating revenue.
  • Maintained comprehensive training batch reports to track progress and outcomes.
  • Facilitated onboarding process for new employees, ensuring smooth integration.
  • Executed daily assessments to evaluate training effectiveness and identify improvement areas. Participated in quality calibrations.
  • Developed analysis of operation and quality audits, creating targeted refresher programs.
  • Implemented process improvement projects and monitored the effectiveness of refreshers.

Radius Global Solutions

Process Trainer
07.2019 - 12.2021

Job overview

  • Created unique materials to support training programs.
  • Performed opening and closing procedures to keep operations running smoothly.
  • Used coordination and planning skills to achieve results according to schedule.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Delivered robust training courses via a variety of methods, including classroom and e-learning programs.
  • Developed new and improved training programs to fit underserved areas.
  • Trained employees on proper procedures for handling calls and generating revenue.

Radius Global Solutions

Senior Associate
10.2017 - 06.2019

Job overview

  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Achieved performance goals on a consistent basis.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of the account.
  • Used skip tracing and other techniques to locate debtors.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Worked in a call centre environment handling manual and automatically dialed outbound calls.
  • Trained new team members on scripts, company services and performance strategies and provided mentoring.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
  • Conducted research, gathered information from multiple sources and presented results.

Altisource

Recovery Specialist
10.2015 - 09.2017

Job overview

  • Upheld strict safety standards and achieved challenging schedule targets with smooth oversight of daily account inventory.
  • Worked in a call centre environment handling manual and automatically dialed outbound calls.
  • Used skip tracing and other techniques to locate debtors.
  • Maintained a high volume of calls to meet demands of a busy group.
  • Trained new team members on scripts, company services and performance strategies and provided mentoring.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of the account.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.

Sutherland Global Services

Chat Support Representative
11.2014 - 07.2015

Job overview

  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Handled inbound customer chat conversations from various websites.
  • Documented all customer information accurately in the computer system, providing dated notes for future reference.
  • Provided online demonstrations to educate customers on product features and online help resources.
  • Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Promoted available products and services to customers during service, account management and order calls.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Lester info services Pvt. Ltd

Technical Support Representative
05.2013 - 11.2014

Job overview

  • Developed and tested new product offerings prior to release to assist the development team in bug identification.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.

Convergys India Pvt. Ltd

Customer Service Representative
01.2007 - 10.2009

Job overview

  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Educated customers on promotions to enhance sales.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

Education

St Marys Convent High School

Secondary School Certificate
03.2002

Kiddies Paradise School and College

Higher Secondary Certificate from Commerce
02.2014

University Overview

Majored in Commerce

D.Y. Patil University
Navi Mumbai

BBA from HR
06-2028

Skills

  • Effective client presentations
  • Data analysis
  • Nesting management
  • Workload management
  • Mentorship program facilitation
  • Performance analysis
  • Training needs analysis
  • Curriculum development
  • Project management
  • Stakeholder engagement
  • New hire on-boarding
  • Cross-functional team development
  • Conflict resolution
  • Team building
  • Effective communication
  • Quality control management
  • Asset management
  • Internal compliance assessments

PC gaming

Like first person shooting game, God of war , call of duty & DOTA

Languages

English
Intermediate (B1)
Hindi
Intermediate (B1)
Marathi
Beginner (A1)

Timeline

Assistant Manager - Training

Teleperformance
01.2024 - Current

Process Trainer

Teleperformance
01.2022 - 01.2023

Process Trainer

Radius Global Solutions
07.2019 - 12.2021

Senior Associate

Radius Global Solutions
10.2017 - 06.2019

Recovery Specialist

Altisource
10.2015 - 09.2017

Chat Support Representative

Sutherland Global Services
11.2014 - 07.2015

Technical Support Representative

Lester info services Pvt. Ltd
05.2013 - 11.2014

Customer Service Representative

Convergys India Pvt. Ltd
01.2007 - 10.2009

Kiddies Paradise School and College

Higher Secondary Certificate from Commerce

St Marys Convent High School

Secondary School Certificate

D.Y. Patil University

BBA from HR

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Feroz Samnani