Mohammed Waseem
Mangalore
Summary
To professionally associate myself with an esteemed organization where there is an opportunity to utilize my skills and strive hard for the welfare of the organization and my personal growth. Thrive in work situations requiring am ability to manage multiple and concurrent responsibilities to excel in both in independent & teamwork environment. I will work with full potential with lot of hard work and determination I will try to give my best to the company as much as I can. I will be truly sincerely dedicated to my work. Professional trainer with strong background in developing and delivering effective training programs. Skilled in instructional design, curriculum development, and performance assessment. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, flexibility, and fostering positive learning environment.
Overview
15
15
years of professional experience
Work History
Trainer
Cogent -E -Services Limited
01.2021 - Current
- New hire training & OJT
- Batch throughput
- OJT throughput
- Certification throughput
- First pass Accuracy
- People management
- 0-30 days performance
- Soft Skill training
- TNA& TNI (training need analysis & training need identifications)
- PKT (Product knowledge Test)
- BQM (Bottom Quartile management)
- Refresher
- Huddles/ Briefing
- DIP check
- Team Huddle
- Handling batch and team individually
- Improve the individual and the batch performance
- Motivation the batch by success stories
- One on one session/ side by side talk
- Preparing the individual or team progress report
- Self-performance
- TNI (Training need in identification)/TNA (Training need analysis) coverage efficiency – as per allocation
- Weekly login hours – 4hrs/month or 20 Calls
- Self MSV >95%
- Process suggestions – 2 suggestions/ month
- Floor initiative – as per the performance
- Mentored new hires, resulting in stronger staff development and increased productivity.
Product Consultant
Crossword Bookstore
01.2014 - 01.2020
- Receiving in charge & Product Manager
- Receiving In charge :
- Shipping coordination
- Loading and unloading inventory
- Materials transport
- Safety and compliance
- Package preparation
- Stockroom procedures
- Shipping and receiving understanding
- Sales
- Man Management
- Cash Management
- Marketing & Visual merchandise
- Sales:
- Keep Tracking of the sales And BRP (Book Reward points) & Black card membership
- Displaying Books on basis on New Arrivals and best seller and Crossword recommended & Updating Best Seller
- Analyzing the top selling and presenting indent as per fast moving stocks
- Man Management :
- Training : Training agents on Customer service, Product knowledge & Grooming Standard, and Providing Soft Skills Training
- Tracking Attendance and Biometric,monitoring breaks
- Marketing & Visual Merchandising :
- BTL( Below the line Activities): All the store Level marketing Tie ups,Leaf let Inserts ,fortnightly Kid’s Activities at the store
- Above the line Activities (ATL): Execution and optimization of all the ATL activities promoted by the SO level
- Execution of Planogram: Maintaining of Planogram as per the company standards
- High Standards of Store Ambience: Neat and tidy store at all given point of time
- Providing Easy and great shopping experience to the customers
- Product Consultant:
- Training and development
- CRM training
- Product training
- Refresher update
- Shrinkage
- Attrition
- Employee management
- Report creation
- Report generation
- Credit card payment processing
- Customer relations
- Quality control
- Store maintenance
- Data evaluation
- Retail transactions
- Merchandise display set up
- Inventory monitoring
- POS systems
- Cash drawer balancing
- Cash counting machine operations
- Staff mentoring
- Issue resolution
- Ordering and stocking
- Product recommendations
- Merchandise restocking
- Customer assistance
Front Desk Agent
Vodafone
08.2012 - 09.2013
- Giving Resolutions to Customer Query
- And handling irate Customers
- Inquiry Tags or Request on basis of Customer Query
- Retention And Churn for Post-paid customer Retaining customer
- CPOS Entry for Every CAF and CIF of Customer for SIM activation
- Handling Escalation cases through mails & following up closing the case
- Tracking Sim Activation
- Creating Reports for the sim activation & Pending
- Pulling up reports for the Sim activation for negative & positive verifications
- Ensuring 0 error in documentation
- Following up on negative reports and activation by coordinating with field executive
- Determining the TNA & TNI for the agents and schedule accordingly
- Keep the track for the agents contact details & attendance details
- Post successful completion of training batch is handed over to floor
- Monitor performance for agents and assist agents when necessary
- When there is no batch as trainer, need to conduct refresher training, Conduct PKT(product knowledge test),conduct call audits of agents if there are error will be provide necessary feedbacks for same
- Process gap or skill gap we also track first 30 days performance once agent is handed over to floor and work on that to avoid gaps
- And motivate agents through success stories
- People Metrics
- Attendance
- Shift adherence
- Shrinkage
- Break adherence
- Attrition
- Batch performance :
- Training throughput - 85%
- Certification throughput – 90%
- FPA( first Pass accuracy) – 80%
- Training Attrition -
- 0-30 Performance
- NPS - 55%
- Customer Critical – 95%
- Business Critical – 95%
- Compliance critical – 99.5%
- Attrition
CSA
Vanheusen
01.2010 - 01.2012
- Customer assistance
- Merchandise Re stocking
- Data Evaluation
- Visual Merchandising
- Problem Resolution
- Preparing sales reports and presenting them to upper line
- Looking after stock, Collecting daily sales report
- Keeping inventory of stock
- Ordering stock in time before products run out
- Analyzing and evaluating sales figure
- Creating ways to increase sales and effectiveness
- Keeping eye on customer care services
- Merchandise Re stocking
- Ordering & Stocking
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
- Increased sales through effective product recommendations and upselling techniques.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Provided exceptional service to customers by actively listening to their needs and offering personalized solutions.
- Maintained a clean and organized store environment for optimal customer experience.
- Balanced multiple priorities during peak times while maintaining composure under pressure situations.
- Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
- Connected with customers by listening to concerns and answering questions.
- Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.
- Handled cash transactions accurately while adhering to company security protocols for loss prevention measures.
- Participated in visual merchandising efforts, creating appealing displays that showcased products effectively.
- Demonstrated safe practices and procedures in store by adhering to company standards.
- Answered customer questions about product availability and shipment times.
- Maintained clean and organized work environment to maintain customer safety.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Analyzed customer feedback to identify areas for improvement.
- Collaborated with other departments to guarantee customer satisfaction.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Education
PUC -
Govt PU College
Kavoor, Mangalore07.2021
SSLC -
St Joseph’s PU College
Bajpe03.2005
Skills
- New hire training
- Planning and coordination
- Public speaking
- Creative problem solving
- Train-the-trainer
- Course planning
- Training needs analysis
- Lesson planning
- Subject matter expertise
- Materials preparation
- Lesson plan development
- Student engagement
- Learning styles
- Training material updates
- Classroom oversight
- Student rapport
- Training initiatives
- Assessment techniques
- Attention to detail
- Clear communication
- Relationship building
- Training material development
- Documentation and recordkeeping
Personal Information
- Father's Name: Abdul Raheem
- Mother's Name: Shameem Banu
- Date of Birth: 04/12/89
- Gender: Male
- Nationality: Indian
- Marital Status: Bachelor
Hobbies and Interests
Reading Books
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Disclaimer
I hereby declare that all statements made herein above are true & complete & correct are not false or misleading.
Timeline
Trainer
Cogent -E -Services Limited
01.2021 - Current
Product Consultant
Crossword Bookstore
01.2014 - 01.2020
Front Desk Agent
Vodafone
08.2012 - 09.2013
CSA
Vanheusen
01.2010 - 01.2012
PUC -
Govt PU College
SSLC -
St Joseph’s PU College
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