Gaurav Thapa
Fast Track Trainer
Dehradun
Summary
Highly motivated, detail-oriented, and organized professional with a proven ability to solve complex problems. Over 2 years of experience in delivering top-notch customer satisfaction at an industry level, including 1 year as a Process Trainer. Seeking a position to advance my career, acquire new skills, and make a valuable contribution towards achieving the company's objectives.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Fast Track Trainer
iEnergizer IT Services Private Limited
Noida
10.2023 - 11.2024
- Training Development: Designed and developed training materials and curriculum to enhance customer service skills and process/product knowledge.
- Conducting Training Sessions: Led interactive training sessions to educate/update new hires and existing staff on customer service protocols and best practices.
- Performance Evaluation: Assessed employee performance through SBS/Live Chat observation and Power BI Data/KPI Trends, providing one-on-one mentoring to help individuals reach their full potential within the organization.
- Process Improvement: Collaborated with management to identify areas for process improvement and implemented training solutions to address gaps and reduced training duration by approximately 16%.
- Documentation and Reporting: Maintained accurate records of training sessions, attendance, and employee progress, and reported on training outcomes to management.
- Supervision: Supervised and trained batches of 12-15 new hires through an intensive 10 week training and certification process, ensuring all team members were equipped with essential skills and knowledge.
Customer Service Executive
iEnergizer IT Services Private Limited
Noida
07.2022 - 10.2023
- Managed high volume of inbound chats while maintaining a professional demeanor and ensuring timely resolution of issues and reducing AHT by 15%.
- Onboarded new customers by guiding them through account and device setup, ensuring a seamless and positive initial experience.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Monitored high-contact accounts to proactively address unresolved issues, minimizing churn and fostering customer loyalty.
- Consistently met and exceeded KPIs while adhering to company policies and best practices in customer service delivery resulting in 11% improvement in First Contact Resolution and 15% improvement in Net Promoter Score.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer's billing, service, technical issues by researching workflow in the system, asking open-ended questions, and determining root causes of problems.
- Maintained up-to-date knowledge of product and service changes.
Skills
- Effective time management
- Account management
- Churn Management
- Cross-functional collaboration
- Escalation Management
- Effective Communication
- Public Speaking
- Certified train-the-trainer
- Customer relationship management
- Technical support
- Strategic Thinking
- Tools: MS Excel, MS Word, Powerpoint, Outlook, Google Sheet, Microsoft Teams, Slack, Citrix Workspace
Accomplishments
Promoted as a Process Trainer out of 480 Employees.
Certification
Train The Trainer
Timeline
Fast Track Trainer
iEnergizer IT Services Private Limited
10.2023 - 11.2024
Customer Service Executive
iEnergizer IT Services Private Limited
07.2022 - 10.2023
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