Music
Franklin Philip
Training Manager
Kolkata
Summary
A competent professional with around 14 years of experience in: Process Management, Team Management, Client management, High Level Training & Mitigation Plan. Possess sound knowledge of Sales, Media (DTH) & Ecommerce verticals. Deftness in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to SLAs and managing cost-effective Training. Skilled in formulating and implementing strategies aimed at facilitating business expansion & growth, new market development and client retention. Ability to support and sustain a positive work environment that fosters team performance; possess proactive attitude, capability to think in & out of the box. An effective communicator with strong leadership, relationship management, coordination and analytical skills.
Seeking senior level assignments in Customer Service / Process Enhancement / Performance Management preferably in the BPO & KPO industry
Overview
14
14
years of professional experience
4
4
Certifications
Work History
Training Manager
Teleperformance
KOLKATA
04.2024 - Current
- Responsible for creating a learning environment across the organization.
- Manage and implement training methodologies such as CSDPT and learning Principals.
- Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
- Proactive management of identifying trends, producing root cause analysis and providing solutions
- Innovate and improve processes
- Develop and implement training & development process for all employees including NHTs
Training Manager
Startek
Bangalore
02.2022 - 01.2024
- Establish and maintain consistent training standards and methodologies across all regions, ensuring uniformity in the quality of training delivered to employees
- Develop a comprehensive training strategy that caters to the diverse needs of employees across process
- Ensure that training programs include components related to compliance with national and regional regulations, data protection laws, and ethical business practices within the e-commerce domain
- Establish and monitor key performance indicators (KPIs) related to training effectiveness at a Pan India level
- Provide regular reports to senior management on the impact of training initiatives
- Collaborate with various departments, to ensure that training programs align with cross-functional objectives and foster a holistic understanding of e-commerce operations
Deputy Manager of Training
Conneqt Business Solutions Ltd.
Jamshedpur
06.2015 - 01.2022
- Involved in the delivery of internal newsletters & on-demand presentations and research work
- Heading (PAN INDIA - IB and OB) one of the Media account
- Managing clients from varied sectors on various Training parameters including CSAT and Training output matrix
- Developing and publishing dashboards
- Managing Regional Training calendar and ensuring the execution of planned Training activities with 0 deviations
- Identifying, Creating and managing training plans for refresher trainings
- Conducting TTT for new Trainer on board and ensuring Trainer's utilization
- Managing the Trainers up skill session for effective facilitation
- Periodic Audits on facilitation and Training infra
- Reviewing the performance of Training function.
Trainer (Sales and Inbound)
Tata Business Support Services Lmt.
Mohali
06.2012 - 01.2015
- Ensure that customer service representatives have in-depth knowledge of DTH products, services, pricing plans, and technical specifications to effectively address customer inquiries
- How to increase sales effectiveness
- Conduct training sessions to enhance communication skills, including active listening, effective questioning, and professional phone etiquette to ensure positive customer interactions
- Set and monitor performance metrics for customer service representatives, ensuring that they meet or exceed targets for customer satisfaction, call resolution, and other relevant KPIs
- Facilitate regular knowledge-sharing sessions among customer service representatives to disseminate best practices, address common challenges, and ensure consistency in service delivery.
Customer Service Associate
Intelenet Global Services Pvt. Ltd.
Delhi
09.2010 - 02.2012
- Implement quality measures while taking calls
- Guide team members in building and maintaining positive relationships with customers, ensuring a customer-centric approach
- Provide ongoing mentorship and guidance to agents, assisting them in handling complex cases, improving negotiation skills, and overcoming challenges
Education
B.COM - Bachelor Of Commerce
Kalinga University
Raipur, Chhattisgarh03.2023
Skills
Process Management
Certification
CSDPT Master Trainer by Tatasky
Personal Information
- Location Preference: Anywhere in the globe
- Date of Birth: 01/08/86
Interests
Traveling
Timeline
Training Manager
Teleperformance
04.2024 - Current
Training Manager
Startek
02.2022 - 01.2024
Deputy Manager of Training
Conneqt Business Solutions Ltd.
06.2015 - 01.2022
Trainer (Sales and Inbound)
Tata Business Support Services Lmt.
06.2012 - 01.2015
Customer Service Associate
Intelenet Global Services Pvt. Ltd.
09.2010 - 02.2012
B.COM - Bachelor Of Commerce
Kalinga University
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