Hi, I’m
Karan Sharma
Team Lead Training
Bangalore
Summary
Enthusiastic, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Training, Quality & Content Creation for both Sales & Post Sales. Over 8 years of comprehensive experience evenly spread in Training & Quality (Inbound, Outbound, Email & Chat) for Sales & Post Sales. Responsible for guiding a group of Quality Analysts & Trainers to ensure the completion of projects assigned to them. Working in liaison with operations to ensure the customer satisfaction and desired outcomes.
Overview
8
years of professional experience
Work History
SwiggyBangalore
Team Lead Training
05.2021 - Current
Job overview
- Working as an acting AM
- Handling a team of more than 15 in-house Trainers, Sr Trainers & Asst. Team Leads Training
- Governance of outsource partners
- Conducting behavioral sessions for outsourced partners
- Handling 15 outsource partners across India
- Preparing team's scorecards & managing their performance
- Taking care of knowledge management team
- Ensure team's daily BAU's i.e Update Management, KRA completion, NHT Batches, OJT Support, Etc
- Taking NHT Batches
- Identifying training needs
- Established robust BQM process
- Taking care of PAN India training database
- Taking Partner's performance reviews (Monthly & Quarterly)
- Work in liaison with Operations, Quality & Content Creation Team
Paytm Insurance Broking Pvt. LtdGurgaon
TEAMLEADER
09.2020 - 04.2021
Job overview
- Handling a team of more than 10 Sales & Quality Coaches and Compliance Evaluators
- Responsible to prepare all quality reports
- Accountable to ensure that all tasks given to QAs are being done within desired time limit
- Intervention in NHT batches (Mock call sessions, Quality sessions, etc.)
- Intervention in OJT batches (Sessions related to product, feedback sessions, etc.)
- Re-visiting documents prepared by training team and approving them
- Prepare product related SOPs
- Prepare reviews
- Ensure desired quality across floor
- Motivating team of QAs to perform well and achieve their targets
- Work in liaison with training and operations
- In case new product gets launched, responsible to ensure delivery of same across floor and also ensure adherence of same
- Prepare TNI and help training team to get same completed
- Conduct Knowledge Enhancement Tests across floor to ensure awareness
- Ensure compliance
- Work in liaison with Service Team & Insurers to get their inputs and work towards the customer satisfaction
Ienergizer IT Services Pvt LtdNoida
Team Lead Training
10.2016 - 07.2020
Job overview
- Managed team of 5 trainers
- To ensure that the team of trainers is reaching their goals within the assigned time
- Design effective training programs for both new and existing employees
- Take care of On Job Trainees to ensure their performance as per the glide paths given by the client
- To Create Training Manuals/Training plotters to ensure the perfect delivery of content within the agreed time limit
- To prepare Weekly, Monthly & Quarterly Based Reviews
- To prepare TNI's and align trainers to conduct the trainings accordingly
- To execute the training OR OJT support when the trainer is not available
- To handle Client Escalations and identify the rebuttals on them
- Handled Multiple LOB's
- To publish monthly Newsletters to the GO-MMT clients
- Handled every platform Voice, Chat, Email & Back office
- Conduct periodic training programs for process updates and briefings
- Conducting behavioral sessions for the team
- Conduct assessments across the floor to ensure the process awareness (Process Knowledge Tests)
- To maintain the training data (NHT Dashboard, OJT Dashboard,
- Training Calendar, Training Master Trackers, etc.)
- Conduct capsule training to new hired trainees considering operational requirements
- Work on agent errors to ensure a good CSAT, CES, CQ
- To conduct the Leadership Development Programs across
Digicall Teleservices Pvt. LtdNoida
Product & Process Trainer
11.2014 - 10.2016
Job overview
- To take NHT batches
- To ensure desired throughput of 85%
- Design effective training programs for both new and existing employees
- Conducting behavioral sessions
- Take care of On Job Trainees to ensure their performance as per glide paths given by client
- To Create Training Manuals/Training plotters to ensure perfect delivery of content within agreed time limit
- To handle Client Escalations and identify rebuttals for them
- Handled Multiple LOB's
- Handled every platform Voice, Chat, Email & Back office
- Conduct periodic training programs for process updates and briefings
- Conduct assessments across floor to ensure process awareness (Process Knowledge Tests)
- Conduct capsule training to new hired trainees considering operational requirements
- Work on agent errors to ensure good CSAT, CES, CQ
- Quickly adapted training plans for client needs, keeping timelines & desires in mind
- Tracked attendance and progress against goals for each participant
- Trained more than 500 new hired resources
Education
Chaudhary Charan Singh UniversityGhaziabad
Bachelor of Commerce from Commerce
04.2014 - 03.2016
Shambhu Dayal Inter CollegeGhaziabad
12th from Commerce
04.2010 - 03.2011
Police Modern Senior Secondary SchoolGhaziabad
10th
04.2007 - 03.2008
Skills
People Management
Accomplishments
- Supervised team of more than 15 in-house employees & more than 15 outsourced partners
- Increased 9% issuance through making the effective changes in quality team in Paytm Insurance
- Got "Made a difference" award in Swiggy
- Got best team lead training award in Go-MMT
- Managed the Quality Team for Paytm Insurance
- Decreased FTNR by .94% by implementing the relevant changes in training plotter (Project Revolution)
Timeline
Team Lead Training
Swiggy
05.2021 - Current
TEAMLEADER
Paytm Insurance Broking Pvt. Ltd
09.2020 - 04.2021
Team Lead Training
Ienergizer IT Services Pvt Ltd
10.2016 - 07.2020
Product & Process Trainer
Digicall Teleservices Pvt. Ltd
11.2014 - 10.2016
Chaudhary Charan Singh University
Bachelor of Commerce from Commerce
04.2014 - 03.2016
Shambhu Dayal Inter College
12th from Commerce
04.2010 - 03.2011
Police Modern Senior Secondary School
10th
04.2007 - 03.2008
Similar Profiles
Pragya RajPragya Raj
Software Engineer (Frontend) at SwiggySoftware Engineer (Frontend) at Swiggy
Omkar GadgeOmkar Gadge
Warehouse worker at swiggyWarehouse worker at swiggy
Brijendra Pratap SinghBrijendra Pratap Singh
Senior Manager, Strategy at SwiggySenior Manager, Strategy at Swiggy
Bathala Guna SekharBathala Guna Sekhar
Sales Account Manager at SWIGGYSales Account Manager at SWIGGY
Simran SSimran S
Travel Consultant at BCD TravelTravel Consultant at BCD Travel