MADHUSUDAN NAMA
Indore
Summary
A Learning experience trooper with 5 years of experience in outsourcing and outshoring companies and specifically 4 years into the training department. Responsible for all the learning needs of our clients and aid in delivering great customer experience.
Overview
5
5
years of professional experience
Work History
Trainer
Teleperformance
Indore
11.2024 - Current
- Delivered targeted training sessions for new employees on processes and systems.
- Developed training materials to enhance employee understanding of workflows.
- Evaluated trainee performance through assessments and feedback sessions.
- Delivered Training Interventions to improve the KPIs of the floor.
- Closely worked with the Quality and Operations department for smooth transitioning of the new hires.
- Delivered and designed the content for TNIs and TNAs.
- Conducted pre-shifts and post-shifts to enhance the knowledge of the agents.
- Taking care of 0-30 days performance post certification.
- Participated in calibration calls to share the insights.
- Enhancing the throughput and maintaining the attrition of the New hires.
- Driving the monthly PKTs and sharing the coverages.
- Supporting new hires in OJT phase.
- Handled 11 SMEs and 4 Aux trainer and tracking their day-to-day reports.
Trainer
Inviolate Technologies
Remote
12.2022 - 08.2024
- Company Overview: US IT staffing company
- Worked as trainer for a startup, it was US IT staffing company
- Was responsible for providing new hire training, upskill training to the new hires of the company
- Also, deep diving into the issues of the company which was related to training department
- Worked closely with higher management of the organisation
- US IT staffing company
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
Learning Experience Leader
Taskus
Indore
05.2021 - 12.2022
- I was promoted in my company from a teammate to Learning Experience Leader
- Took the opportunity responsibly and started working with the Content Moderating process Meta
- I was responsible for doing TNIS and TNAs of the teammate and providing them with refresher training
- Also, providing New hire training, product training, maintaining the excel file of the teammates and weekly upskills sessions
- Attending daily calls with the client and clarifying doubts of the teammates regarding the product or any updates
- Developed and implemented strategies to improve team performance and productivity.
Teammate
Taskus
Indore
02.2021 - 05.2021
- Started working with an international food delivery application Doordash as a customer support Specialist I was responsible for providing resolutions to the customers related their food tracking or order related issues
- Also, worked for Revolut a Leading fintech company as a Support specialist and AML analyst
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Qconnect Business solution Limited
Indore
05.2020 - 11.2020
- Worked at Myntra's customer support department and was responsible for providing resolutions to the customers about their queries related to their order, payment or any other app related issues
Education
BCOM -
Devi Ahiliya University
Indore05.2023
Skills
- Product Training
- Communication Skills
- New hire Training
- Planning and coordination
- Problem solver
- Employee training
Hobbies
- Playing Ukulele
- Doing Yoga
Languages
Hindi
Proficient
C2
English
Advanced
C1
Declaration
I hereby declare that all the facts given above are true and correct to the best of my knowledge.
Madhusudan Nama
Timeline
Trainer
Teleperformance
11.2024 - Current
Trainer
Inviolate Technologies
12.2022 - 08.2024
Learning Experience Leader
Taskus
05.2021 - 12.2022
Teammate
Taskus
02.2021 - 05.2021
Customer Service Representative
Qconnect Business solution Limited
05.2020 - 11.2020
BCOM -
Devi Ahiliya University