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
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