IMTIAZ THANGE

• Responsible for handling the training of Telecom, Insurance, Collection, Retail, and Service Centre training for different locations.
• Currently, I am playing the role of a manager in the domain of soft skills, behavioral training, and product process training.
• Training New Hires on Voice and Accent, soft skills and process training.
• Training leaders on focusing on product knowledge, sales techniques, and client relationship management for B2B programs.
• Conducting pre-assessments for new hires and also conducting needs assessments to identify training gaps, and developing tailored solutions to address the specific needs of B2B clients.
• Collaborated with internal stakeholders to ensure alignment between training objectives and business goals, resulting in a 20% increase in B2B productivity.
• Closely work with operations and keep track of new hires in training batches.
• Experience in handling training for massive ramp-ups for processes.
• Mentoring and coaching the training team, leaders, and support staff.
• Analyzing trends and suggesting process improvements as per the needs of B2B clients.
• Monitor, analyze and improve as needed employees and trainers' performance.

Workflow Improvement Ideas: -

• CRM Innovation in action recommended.

Actionable suggestions or strategies aimed at improving and innovating the Customer Relationship Management (CRM) systems and processes within an organization which focus on leveraging innovative solutions and technologies to enhance customer engagement, streamline operations, and improve overall business performance.

Impact: - Improved Customer Experience, Increased Efficiency, Better Data Insights, Higher Sales Conversion Rates, Cost Savings.

• Consumer App. For Customer

An ResQ. Consumer App. was generated for customer has a significant impact on improving customer service, driving engagement, and enhancing the overall user experience, all of which contribute to increased customer loyalty and business growth

Impact: - Enhanced Customer Experience, Increased Customer Engagement, Faster Service and Response Times, Increased Revenue Potential, Brand Loyalty and Retention, Cost-Effective Customer Support, Competitive Advantage.

• LMS Video Learning

Video content within a Learning Management System (LMS) to facilitate online education, training, or skill development helps organizations deliver, manage, and track new learning experiences for employees.

Impact: - Enhanced Engagement, Improved Retention, Cost-Effective Training, Self-Paced Learning, Interactive and Engaging Content, Trackable Learning Progress, On-Demand Access to Experts.