Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Tools Expertise
Timeline
Generic
MOHAMMAD SHABBIR KHAN

MOHAMMAD SHABBIR KHAN

Pune

Summary

Dynamic Process Trainer with expertise in communication, stakeholder engagement, and onboarding. Proven ability to design impactful training, enhance process quality, and drive continuous improvement for client satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Process Trainer

Credence Resource Management
Pune
08.2023 - Current
  • Conducted new hire and refresher training on process, business communication, and client readiness.
  • Managed communications with stakeholders to align training with business goals
  • Led call audits, calibrations, and feedback sessions to elevate process quality.
  • Onboarded a new client, Vertava Healthcare, and created an SOP for the new process.
  • Developed learning materials on client updates to boost adaptability and clarity
  • Facilitated L&D sessions focusing on effective communication and business acumen.
  • Assessed candidates’ voice and communication skills as part of interview panels.

Trainer-Process Training

Full Potential Solution
01.2023 - Current
  • Conducted new hire training sessions to enhance onboarding experience.
  • Analyzed and published dashboards and reports for data-driven decision-making.
  • Managed client relationships to ensure satisfaction and retention.
  • Supported process performance improvement initiatives to boost efficiency.

Trainer Specialist

STARTEK- Aegis Customer Support Services
04.2021 - 01.2023
  • New Hire Training & Refresher training (Planning/ TNI and Execution)
  • Content development (Created Zomato Knowledge Base Dashboard)
  • Creating Communication Training Modules and execution of Soft Skill Training
  • Analyzing and Publishing dashboards and other reports.
  • Creating weekly PKT, Analyzing data and publishing WOW consolidated reports.
  • Creating BRD for Concierge LOB at Startek
  • Client and Stakeholder Management.

Prof-Technical Training

Sutherland Global Services
10.2019 - 12.2020
  • New Hire & Refresher Training
  • Process performance improvement support
  • Design customized content for refresher training
  • Running monthly and quarterly campaigns for the process
  • Conducting regular Process Knowledge Tests (PKT)
  • Analyze and publish a weekly dashboard on the campaign progress
  • Work in coordination with SD WFM and RTQM to achieve process targets
  • Trained 40 US new hires for Netflix and 2 trainers for Netflix US during COMID lockdown
  • Up skilling people on virtual training platforms like WebEx, Zoom, and Adobe Connect
  • Client handling and attending client meet to discuss process improvement

Team Leader

ICICI Lombard General Insurance Company
01.2018 - 09.2019
  • Supervising the performance of CSR to deliver to Organization goals of Service standards and Productivity standards
  • Manage MD Escalations and Customer Escalations
  • Handled Chat, Inbound and Outbound teams
  • Analyze data and identify process gaps and take precursive measures
  • Assisting the Managers with process improvement initiatives by coordinating with either other teams in the Company or within Customer Support for system efficiency enhancement projects, implementation on the floor of engagement programs, reward and recognition programs, and staffing, training, and scheduling issues
  • PROJECTS: Garage APP (Project owner)
  • Handled BRD, CRM implementation, UAT, and Deployment of the app.
  • Introduction of New Functionalities and enhancement of the app.
  • Coordinate with Client, stakeholders, Tech Team, and WFM for successful functioning of the app
  • Handling Training involved with the app

Trainer/Team Manager

Wipro BPS
07.2015 - 12.2017
  • Analyzing the monthly data and creating an action plan.
  • Ensuring deployment of the action plan to the defaulters
  • TNI & TNA
  • Master calibrator for the QA team (ensuring that deviation is within 2%)
  • Mentoring new Trainer recruits.
  • Involved in the recruitment of new staff (Voice and Accent Round)
  • Ensuring that OUT throughput is met as per SLA (90%)
  • Training set up for Cigna TTK transition

Sales Manager

Car world Enterprises
06.2012 - 05.2013
  • Achieving growth and hitting sales targets by successfully managing the sales team
  • Designing and implementing a strategic sales plan that expands the company's customer base and ensure its strong presence
  • Managing recruiting, objectives setting, coaching and performance monitoring of sales representatives
  • Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs
  • Present sales, revenue and expenses reports and realistic forecasts to the management team
  • Identify emerging markets and market shifts while being fully aware of new products and competition status

Education

Bachelor of Pharmacy -

Skills

  • Effective communication
  • Team leadership
  • Training facilitation
  • Stakeholder engagement
  • Language instruction
  • Content development
  • Data reporting
  • SOP and BRD creation
  • Web conferencing proficiency
  • Graphic design skills
  • Google Workspace expertise
  • Presentation skills
  • AI learning

Personal Information

Date of Birth: 07/26/84

Certification

  • CELTA certified (Cambridge University)- English language trainer
  • Wipro certified- ACE trainer
  • TTT Certified

Tools Expertise

  • WebEx
  • Adobe Connect
  • Canva
  • Google Suites
  • PowerPoint

Timeline

Process Trainer

Credence Resource Management
08.2023 - Current

Trainer-Process Training

Full Potential Solution
01.2023 - Current

Trainer Specialist

STARTEK- Aegis Customer Support Services
04.2021 - 01.2023

Prof-Technical Training

Sutherland Global Services
10.2019 - 12.2020

Team Leader

ICICI Lombard General Insurance Company
01.2018 - 09.2019

Trainer/Team Manager

Wipro BPS
07.2015 - 12.2017

Sales Manager

Car world Enterprises
06.2012 - 05.2013

Bachelor of Pharmacy -

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MOHAMMAD SHABBIR KHAN