Kodimela Charan Vikas
Manager, Training
Hyderabad
Summary
Profile Summary: A learned Training professional with experience as a trainer and training manager in e-commerce and digital customer service industry. I carry overall 11 years of experience, out of which 8+ years purely into the customer service, Quality Analyst, training delivery and training management.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Training Manager
05.2016 - 06.2021
- Worked with Amazon as a, and handle Training and Delivery for their customer service teams for the EU marketplaces IN and US
- As a CS Training Manager in Amazon, I am responsible to manage the training team in Hyderabad serving the IN and US region
- My team size ranges between 6-9 members and grows up to 12-15 during the ramp periods (seasonal peaks in the business)
- Responsibilities:
- End to end Training and Delivery Management for different OUs with a collective headcount of 900+ (HC increases during the peak periods with the influx of seasonal employees)
- Responsible for the stakeholder management and represent the training team in different forums during performance reviews, strategy meet etc
- Collaborate with the network teams to launch new product launches, CS trainings and workshops, revamp the training material etc
- Plan and execute training interventions in the BAU state thereby ensuring performance stability for the floor resources
- Conduct regular individual/team level discussions to review performance, annual appraisal, career pathing etc
- Identify, groom and develop the interim trainers to come up the learning curve and become permanent trainers
- Accolades:
- As training manager won Business Enabler Awards for three consecutive quarters
- (The Business Enablers Award is one of Amazon's highest profile awards and winning this accolade will say a lot about the quality of your dedication and the strength of your team)
- Employee of the Month Awards
- The Growth Path
Training Specialist, Quality Analyst
QnT
05.2015 - 05.2015
- S )
- Quality Assurance team: - Quality Assurance team support bottom 20% of performers and help them in improving their performance
- We do a deep dive analysis and find out the areas of improvement of the agents and prepare an action plan, like classroom coaching, sessions, refreshers, mining contacts wherein customer clicked NO, providing coaching & feedback on the errors which they have made
- Responsibilities as, - Coaching to achieve required Quality standards and behaviors - Maintain great motivation levels within team - Communicating customer obsession and representing the customer in all elements of our business - Publish & Manage Bottom performers list bi-weekly - Track the Negative Responses received for the bottom performers and ensure 100% mining, 100% feedback - Leading by example and displaying ownership and accountability in all tasks - High flexibility concerning new duties and challenges - Track the Contact Coaching received for the complete skill and prepare an analysis on the same - Publish regular Improvement details to the bottom performers, Quality analysts & skill stakeholders - Conduct regular 1:1’s with the team members & with the bottom performers - Conduct regular team huddles and discuss the achievements, goals, updated policies and motivate the team to achieve better performance and raise the bar high - Contact the business teams and get resolution for any issues/contact drivers - Conduct Calibration sessions for the skill leaders - Support the Operations team per business requirements - Conduct process sessions for the Associates based on the analysis done or whenever it is required
- Encourage Skill Leads/Managers to attend the sessions and provide feedback
- Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency
- Accolades: - Based on the constant effective no-mining feedback, huddles and daily sessions, I over achieved my targets which were Audit effectiveness, Calibrations, HC moving out of ADP
- Took Ownership in conducting interviews for new hires and helped my team in managing the high inflow of candidates
- Owner of fun team, planned the team outings, regular fun hours for the team – which was appreciated by the Operations team - Made significant contributions to the internal Knowledge Center and received accolades for the same - Was one of the consistent performers of the team and was rewarded for the same - Was one of the members to create and improve the internal metrics of QA
- Areas of Expertise - Has knowledge of third party business, how Amazon services works, including Market/Merchant/FBA businesses - Strong presentation skills, flexible and work ethic - Setting out quality standards, ensuring a high-quality customer experience while adhering to the SLAs and work processes - Mentoring & monitoring the performance of team members to ensure efficiency in process operation and meeting of individual targets
- Quality and, (Digital and devices technical support )
- Roles & Responsibilities:
- Facilitating NHOs
- Train new hires on company overview and process specifics
- Managing logistics such as transport, various permissions, leaves, attendance, resignations and terminations for new hires
- Cross Train employees to up-skill for a new process
- Design/Develop process/training related documents (SOP)
- Create content as per ID standards
- Create & populate specific monthly/weekly assessments on the floor
- Conduct ad-hoc training sessions based on requests/suggestions from Operations team
- Identify issues affecting Customer experience from the operations team and plan sessions/self-directed courses/ run projects to drive down the impact
- Conducting insight sessions as per the monthly nominations
- Handling 10 weekly contacts, updating weekly training calendar, performing room upkeep as per the schedule
- Participate in contact calibrations
- Attending stakeholder meetings with the transition team
- Skill wise connects
- Handling and heading IJPs end to end and uploading questions on the CSTC for various IJPs
- Driving the completion and reporting of the new launch courses at site level through publishing reports on the CSTC
- Performing trainer need of investigation (TNI’s) and subsequent stake holder management
- Go Site calibrations
- Handling multiple skills within the same OU and staying up to date with any process updates.
Quality Analyst
10.2013 - 04.2015
Subject Matter Expert
09.2011 - 08.2012
Customer Service Associate
07.2010 - 09.2011
Education
B.Tech - Information Technology
Vidya Vihar High School
Hyderabad 06.2004 - 04.2008
Skills
Ability to handle and drive performance from a team of trainers/master trainersIdentify the training needs and devise corrective actions to bridge the gapsAnalysing business potential and implement plans to drive maximum throughput and 0-30 day trainee performancePeople Management, empowerment and upskillingRich experience in driving project and resourceful in driving solutionsCertifications & Workshop attendedConducted and certified trainers on Training development programs which include topics like cognitive learning, Performance metrics, learner styles etcGiving effective feedback - Q4, 2019Making great hiring decisions- Q2, 2019Academic detailsBTech Computer science - Vardhaman College of EngineeringNationality : IndianPassport : Yes
Additional Information
- Achievements: , Won Best Innovator Award for the Trailblazers event conducted by Aces team In the year 2015 Have been awarded with Enabler's Award consecutively for 2016 Q1 and Q2Conducted SME workshop for an internal IJP rolled out by D2CS Skill, This proved to be a great platform for SME's as they started to take the role seriously and started showing great results. Worked on new training plan in which we have incorporated few fun based learning activities and Training evaluation knet assessments in the same training duration which gave good results. Have mentored 2 new interim trainers on the team and helped them prepare a new Kindle Tier2 IJP training plan and also ensured that they establish themselves as permanent trainers. Has piloted Device Phones batch at Hyd and had worked on designing the plan along. He also build the contact library for this batch. Lot of pre training work has been done which yielded good results. Have taken care of DST Workshop in D2 Space where all DST's were given batches and few DST's moved to a different role through IJP's. Initiated Mentor Mentee meet to know the progress and challenges, which helped Interim D2 Trainers to handle challenges and deliver results. Worked on preparing training plan for Crisis skilling and collated last peak Data to look at the quality impact. Took up the role of a Training room POC and started assigning training rooms for training’s and Meetings for both HYD1 and HYD11. Took up Twitch trainings which was adhoc training for complete D2 and was available for assigning courses during weekends so that their transition of the twitch contacts run smoothly. D2 phones pilot batch was a Hugh achievement as the hard work done for the batch yielded 88% FPY and batch has been consistently achieving NRR less than their skill goal Personal : Name : K. Charan Vikas Father’s Name : K.Gowri Shankar Date of Birth : 16th April, 1987.
Timeline
Training Manager
05.2016 - 06.2021
Training Specialist, Quality Analyst
QnT
05.2015 - 05.2015
Quality Analyst
10.2013 - 04.2015
Subject Matter Expert
09.2011 - 08.2012
Customer Service Associate
07.2010 - 09.2011
B.Tech - Information Technology
Vidya Vihar High School
06.2004 - 04.2008