Krishnan A
Assistant Unit Manager - Training
Bangalore,KA
Summary
Results-driven and customer-focused professional with over 10 plus years of experience in the telecom industry, specializing in Service Desk operations. Currently serving as an Assistant Unit Manager – Department Training, with a proven track record of driving team performance, enhancing service quality, and improving customer satisfaction. Experienced in collaborating with Customer Success Managers (CSMs), Account Support Managers (ASMs), Fulfillment, Procurement, and client stakeholders to ensure seamless service delivery and continuous process improvement. Skilled in new hire training, team management, and SOP and training documentation, with a strong focus on operational excellence and employee development. Recognized for training and mentoring over 100 new hires, achieving exceptionally low attrition rates, and maintaining the highest NPS scores throughout the career. Passionate about professional growth, innovation, and fostering a culture of learning and engagement.
Overview
13
13
years of professional experience
Work History
Assistant Unit Manager – Training
MPHASIS LIMITED
Bangalore
10.2025 - Current
- Experienced and performance-driven Assistant Unit Manager – Training with a strong background in the telecom industry and over a decade of expertise in Service Desk operations. Skilled in leading end-to-end training functions, including new hire onboarding, content development, and continuous process improvement. Adept at collaborating with cross-functional teams such as CSMs, ASMs, Fulfillment, and Procurement to ensure seamless service delivery and operational excellence. Recognized for exceptional training delivery, team management, and client engagement, with a proven record of maintaining high employee retention and achieving top NPS scores. Demonstrates strong proficiency in PowerPoint presentation design, creating impactful learning materials and executive reports that drive engagement and clarity. Passionate about fostering a culture of learning, enhancing team performance, and aligning training initiatives with organizational goals.
- New Hire Training
- Training Schedule Management
- Refresher Training for existing employees
- KPI Management
- Performance Monitoring
- Coaching and Feedback
- Call listening and auditing
- Implemented innovative strategies to address staffing shortages, maintaining necessary coverage while minimizing overtime expenses.
Senior Training Officer
MPHASIS LIMITED
Bangalore
07.2022 - 10.2025
- Experienced and highly motivated Trainer specializing in telecom and wireless device operations, with over 3 years of expertise in new hire training, employee development, and performance enhancement. Proven success in designing and delivering comprehensive training programs that equip employees with the technical knowledge and customer service skills essential for Service Desk excellence. Adept at engaging with cross-functional teams, including Customer Success Managers, Account Support Managers, Fulfillment, and Procurement, to ensure seamless knowledge transfer and alignment with organizational goals. Recognized for maintaining a consistently low attrition rate through effective onboarding, mentorship, and employee engagement strategies. Skilled in creating impactful PowerPoint presentations and training materials, ensuring clarity, retention, and engagement across all learning sessions.
- Designing and delivering training programs
- Engaging cross-functional teams
- Maintaining low attrition rates
- Creating impactful training materials
Senior Service Desk Associate
TANGOE
Bangalore
09.2017 - 07.2022
- Dedicated and customer-focused Support Specialist with a strong background in resolving technical and service-related issues across multiple communication channels, including phone, chat, and email. Skilled in utilizing preset issue resolution scripts and incident tracking systems to deliver efficient, high-quality support and ensure customer satisfaction. Proven ability to collaborate with internal teams to identify root causes, streamline problem resolution, and enhance overall service delivery. Actively contributed to knowledge-sharing initiatives by attending team meetings to improve product expertise and implement best practices in issue management. Demonstrated leadership by mentoring and supporting new hires during on-the-job training (OJT), fostering a culture of learning and continuous improvement.
- Resolving technical and service issues
- Utilizing incident tracking systems
- Mentoring new hires
- Knowledge sharing and best practices
Sales Associate I & II
CONVERGYS
Bangalore
01.2016 - 08.2017
- AT&T - Customer Service and Sales Specialist with experience in resolving billing concerns and providing guidance on AT&T Home products. Skilled in answering customer inquiries related to billing, cross-skilling products, and orders while engaging clients to build rapport, loyalty, and a positive brand experience. Maintained excellent CSAT and performance ratings throughout tenure. Proficient in educating customers on promotional offerings and products using persuasive communication and upselling techniques. Recognized for developing strong customer relationships, delivering exceptional service, and creating a lasting positive impression of the business.
- Resolving billing concerns
- Guiding on AT&T products
- Building customer rapport
- Upselling and promotional education
Customer Service Agent
24/7 Customer
Bangalore
01.2016 - 12.2016
- Extensive experience in travel booking and reservations at Expedia. Skilled in handling complex itineraries, ticketing, and customer inquiries with efficiency and professionalism. Proficient in global distribution systems including Amadeus and Sabre, with a strong ability to resolve issues, manage bookings, and deliver exceptional travel solutions. Known for excellent communication skills, attention to detail, and commitment to customer satisfaction.
- Handling complex travel itineraries
- Managing bookings in GDS systems
- Resolving customer inquiries
- Ensuring customer satisfaction
Personal Enrollment Advisor
VENTURESITY
Bangalore
01.2013 - 12.2014
- Results-oriented Enrollment Specialist with a proven track record of consistently meeting or exceeding enrollment goals. Skilled in processing applications, guiding students through admissions procedures, and providing detailed information about available classes, materials, and services. Experienced in mentoring and training junior enrollment staff, fostering team development and efficiency. Proficient in engaging with applicants across multiple communication channels, including calls, emails, texts, and social media, to drive enrollment and ensure seamless applicant experience. Recognized for strong interpersonal skills, attention to detail, and a commitment to helping students successfully navigate the admissions process.
- Processing applications
- Guiding students through admissions
- Mentoring junior staff
- Engaging with applicants across channels
Education
Bachelor of Business Administration (BBA) - Business Administration, Financial Accounting, Microeconomics, Universal Human Values, Business and Management Functions, Entrepreneurship
Manipal University Jaipur
Jaipur, India02-2028
Pre-University Course (II PUC) - Computer Science, Economics, Business Administration and Accountancy
Seshadripuram Pre-University College
Bengaluru, India12.2013
High School Diploma - 10th Standard
Twinkle Stars English High School
Bengaluru, India12.2011
Skills
Customer service focus
Timeline
Assistant Unit Manager – Training
MPHASIS LIMITED
10.2025 - Current
Senior Training Officer
MPHASIS LIMITED
07.2022 - 10.2025
Senior Service Desk Associate
TANGOE
09.2017 - 07.2022
Sales Associate I & II
CONVERGYS
01.2016 - 08.2017
Customer Service Agent
24/7 Customer
01.2016 - 12.2016
Personal Enrollment Advisor
VENTURESITY
01.2013 - 12.2014
Bachelor of Business Administration (BBA) - Business Administration, Financial Accounting, Microeconomics, Universal Human Values, Business and Management Functions, Entrepreneurship
Manipal University Jaipur
Pre-University Course (II PUC) - Computer Science, Economics, Business Administration and Accountancy
Seshadripuram Pre-University College
High School Diploma - 10th Standard
Twinkle Stars English High School