Ravi Tanwar
Gurgaon
Summary
Results-driven professional with expertise in learning and development operations, customer support, and client management. Proficient in learning management systems including CSOD, Workday, and Degreed, alongside training administration and process operations. Demonstrated ability to manage multiple priorities, resolve complex issues, and collaborate effectively with cross-functional teams. Recognized for delivering high-quality support and driving operational excellence through effective communication and a customer-centric approach.
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
Senior Training Coordinator
NIIT Learning Systems Ltd.
Gurgaon
05.2023 - Current
- Managed end-to-end Learning & Development operations for the Unilever account, ensuring smooth execution of training programs.
- Administered Learning Management Systems (CSOD & Workday) by creating courses, enrolling learners, assigning tasks, and tracking completion to facilitate effective training delivery.
- Managed learner lifecycle activities, training records, certifications, and system data while ensuring accuracy and compliance.
- Analyzed training reports and dashboards to monitor learning progress, providing insights that informed business decision-making.
- Collaborated with stakeholders, trainers, and business teams to resolve learner queries and maintain LMS functionality, improving overall learning operations.
Senior Advisor II, Customer Support
Convergys India Pvt Ltd
Gurgaon
01.2022 - 04.2023
- Delivered chat-based customer support for Comcast project, resolving customer queries with emphasis on first-contact resolution and enhancing customer experience.
- Addressed account, billing, technical, and service-related inquiries, ensuring high levels of customer satisfaction and support effectiveness.
- Achieved quality, productivity, and service-level targets consistently in dynamic customer support environment.
- Identified customer needs and successfully upsold relevant products and services to drive revenue growth.
- Recognized as a Sales Champion for exceptional upselling performance and consistently exceeding sales goals.
Process Associate
Auquall BPO Services Pvt. Ltd.
Gurgaon
03.2021 - 12.2021
- Managed end-to-end operational processes to ensure seamless execution of daily business activities.
- Handled customer and client interactions via email and phone, delivering timely and effective issue resolution to enhance customer satisfaction.
- Investigated and resolved operational and service-related queries while maintaining high service standards.
- Coordinated with cross-functional teams to address escalations, facilitating prompt resolution of customer concerns.
Customer Service Representative
One Point One Pvt Ltd
Gurgaon
07.2019 - 10.2019
- Managed inbound customer interactions via calls, chat, and email, achieving prompt issue resolution for enhanced customer satisfaction.
- Addressed customer inquiries and complaints, fostering a positive and professional customer experience.
- Adhered to quality assurance policies and service standards to maintain high customer satisfaction scores.
- Assessed customer needs and upsold relevant products and services to drive sales and meet objectives.
Education
BBA -
JB Knowledge Park (Maharishi Dayanand University)
Faridabad11-2020
High School Diploma -
Veer Public School (CBSE)
New Delhi05-2017
Skills
- Learning Management Systems (CSOD, Workday & Degreed)
- Learning & Development (L&D) Operations
- LMS Administration & Learner Management
- Training Administration & New Hire Onboarding
- Microsoft Excel (Advanced) & MS Office Suite
- Salesforce (CRM)
- Reporting & Data Management
- Stakeholder & Client Management
- Customer Service & Query Resolution
- Multitasking & Prioritization
- Process Improvement & Problem Solving
- AI Tools (ChatGPT, Microsoft Copilot & Gemini)
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Certification
- Cornerstone OnDemand certified
Accomplishments
- Name listed on WALL OF FAME in Convergys India Pvt Ltd
- Sales Champ Tittle in Convergys India Pvt Ltd (Comcast Process)
- 90 days Internship as HR Executive
- 1 time Swift Recognition Award at NIIT Learning Systems Ltd.
- 2 time Star of the Month Award at NIIT Learning Systems Ltd.
- 1 time Annual Star Performer Award at NIIT Learning Systems Ltd.
- 1 time Annual Star Performer Award from Unilever Project at NIIT Learning Systems Ltd.
Timeline
Senior Training Coordinator
NIIT Learning Systems Ltd.
05.2023 - Current
Senior Advisor II, Customer Support
Convergys India Pvt Ltd
01.2022 - 04.2023
Process Associate
Auquall BPO Services Pvt. Ltd.
03.2021 - 12.2021
Customer Service Representative
One Point One Pvt Ltd
07.2019 - 10.2019
BBA -
JB Knowledge Park (Maharishi Dayanand University)
High School Diploma -
Veer Public School (CBSE)