Mohit Sharma

• Working as a Senior Trainer, responsible for Soft Skills/Pre-Process, Product and Process Training of new hires for all LOBs in the business, and refreshers for production agents.

• To Co-Facilitate training programs with client, as per business requirements.

• To organize Daily Calibrations with internal and external participants.

• Collaborate with various stakeholders and assist in improving training content using AI to increase overall training effectiveness.

• Conduct evaluations and observe employee performance in order to identify areas of improvement.

• Monitor employee progress and give feedback to management and additional training requirements.

• Worked as a technical support advisor initially and later got promoted as a Customer Experience Specialist.

• Scheduled and delivered training in class/online to increase learning opportunities.

• Quickly adapted training plans for client needs, keeping timelines and desires in mind.

• Analyzed team performance and identified opportunities for additional training.

• Supported productivity increase and business growth through new hire training and mentoring.

• Tracked attendance and evaluate progress for assigned trainees.

• Qualified buyers by matching requirements and interests to various car models and discussing finance options.
• Drove team revenue totals by bringing in top sales numbers.
• Explained sales, warranty and optional products.
• Answered telephone and email inquiries from potential customers.
• Maintained compliance with all service, quality and regulatory standards.

• Handled customer complaints, provided appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Keep records of customer interactions, process customer accounts and file documents.

• Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.