Adaptable, energetic professional with a strong desire to excel in a corporate environment. Demonstrated expertise in training, management, and leadership roles. Committed to providing exceptional customer service and continuously seeking opportunities to broaden knowledge and skills in diverse areas.
Overview
11
11
years of professional experience
Work History
Supervisor Training
Concentrix Service India Private Limited
Vadodara
01.2023 - Current
Design, develop, and implement soft skills training sessions, focusing on communication, teamwork, time management and customer service
Analyze team performance and conduct training needs assessments to identify skill gaps
Leading team to improve their time management skills ensuring the effective prioritization of tasks to meet organizational deadlines
Handling accounts with several domains i.e., Banking, Insurance, Mutual funds & Travel
Provide one-on-one coaching and mentoring to trainers to help them overcome specific communication challenges
Track the progress of trainees & trainers providing feedback to ensure continuous improvement
Performing ATA (Audit the Auditor) for communication trainers & quality analyst to fill the gaps in understanding
Senior Trainer
Concentrix Service India Private Limited
Vadodara
10.2020 - 12.2022
Responsible for new hired training batches
Conducting refreshers (TNI, BQ, New Updates etc)
Preparing comic series on non-compliance parameters and call handling skills
Maintaining 0-30 performance
Weekly call taking and audits (Additional Compliance audits as well)
Maintaining daily batch reports
Conducting monthly product knowledge test
Weekly floor activities
Responsible for TTT
Maintaining Throughput, FAP & Attrition
Office Assistant
Mansar Coffee
Chandigarh
03.2020 - 09.2020
Maintaining files
Keeping an inventory of office supplies and ordering new materials as needed
Answering phone calls
Overseeing clerical tasks, such as sorting and sending mail
Maintaining daily attendance & grooming of staff
Maintaining monthly tasks such as monthly closing & consumption
Keeping an inventory of office supplies and ordering new materials as needed
Overseeing clerical tasks, such as sorting and sending mail
Maintaining sales report
Maintaining bills and payments
Scheduling meetings and sending meeting invites to attendees
Product & Soft Skills Trainer
Competent Synergies
Mohali
09.2015 - 09.2017
Responsible for new hired training batches
Conducting refreshers & Upskills training
Maintaining 0-30 performance
Weekly call taking and audits
Maintaining daily batch reports
Conducting monthly product knowledge test
Weekly floor activities
Responsible for TTT
Maintaining Throughput, FAP & Attrition
Customer Service Representative
Serco BPO
Mohali
07.2014 - 06.2015
Handling up to 120 calls per day
Resolving customer complaints
Maintain quality and C-SAT scores
Skills
Evolve Training
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Timeline
Supervisor Training
Concentrix Service India Private Limited
01.2023 - Current
Senior Trainer
Concentrix Service India Private Limited
10.2020 - 12.2022
Office Assistant
Mansar Coffee
03.2020 - 09.2020
Office Assistant
A.A. Enterprise
11.2017 - 10.2019
Product & Soft Skills Trainer
Competent Synergies
09.2015 - 09.2017
Customer Service Representative
Serco BPO
07.2014 - 06.2015
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