MS Office
Keshav Grover
Training Administrator - Skoda Auto VW India Pvt Ltd
Noida,Uttar Pradesh
Summary
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Training Administrator
SAVWIPL (Skoda auto VW India Pvt ltd)
Gurgaon, Haryana
08.2021 - Current
- Gathered data about course success and participant experiences to help with future course planning.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Assessed skill gaps for employees in Skoda Aftersales (pan India) and developed training courses to meet identified needs.
- Reviewed and edited all training materials for accuracy and company policy compliance.
Customer Delight Executive
Audi Bhubaneswar
Bhubaneswar, Odisha
12.2020 - 07.2021
- Analyzed Lost customers and identified root cause, to regain lost business.
- Conducted focus groups, surveys and feedback sessions to gather input from customers.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Sales Adviser
Telus International India
Noida, Uttar Pradesh
07.2019 - 11.2020
- Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Demonstrated features, answered questions and offered solutions.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
Quality Analyst
Ienergizer, Credit One Bank
Noida, USA
01.2018 - 06.2019
- Monitored calls and provided with corresponding feedback to thirty agents per week.
- Calibrated with clients weekly to enhance customers' experience.
- Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
- Developed and maintained quality assurance procedure documentation.
- Determined root cause of data quality errors and recommended long-term solutions.
Executive Customer Service Ienergizer
Credit One Bank
Noida, USA
07.2016 - 12.2017
- Contacted Customers who were delinquent on their credit card payments for upto 60 days and provided assistance to get their accounts current.
- Best Call Award at the Client Calibration, Oct'16.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Identified issues, analyzed information and provided solutions to problems.
Education
B. Tech. - Automobile
Himalayan University
08.2016 - 08.2019
High School Diploma -
Noida Public School
NoidaSkills
MS Office
Sales proficiency
Team Building
Tech Savvy
Schedule Management
Feedback collection
Process evaluation and enhancement
Accomplishments
- Best Call Award, Client Calibration 2016 ; Credit One Bank(Ienergizer).
- Introduced Lost Customers project to regain the lost business, March, 2021.
- Formulated the Repeat Repair Analysis, in order to minimize the escalations, April 2021.
Software
C
VBA
Interests
Gaming
Blogging
Timeline
Training Administrator
SAVWIPL (Skoda auto VW India Pvt ltd)
08.2021 - Current
Customer Delight Executive
Audi Bhubaneswar
12.2020 - 07.2021
Sales Adviser
Telus International India
07.2019 - 11.2020
Quality Analyst
Ienergizer, Credit One Bank
01.2018 - 06.2019
B. Tech. - Automobile
Himalayan University
08.2016 - 08.2019
Executive Customer Service Ienergizer
Credit One Bank
07.2016 - 12.2017
High School Diploma -
Noida Public School