Naveen Kumar NS
Chennai
Summary
Currently working as a Voice and Accent Trainer with Wipro Technologies. In my role, I am responsible for training new hires, conducting interviews, developing training content, organizing engaging learning activities, auditing calls and chats, preparing dashboard reports, and creating Global Communications. With a strong background in training and client interaction, I specialize in enhancing communication skills, improving customer experience, and fostering professional growth among trainees. I am a certified TEFL (Teaching English as a Foreign Language) professional from the Asian College of Teachers,
Overview
16
16
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Communication Skills Trainer
Wipro Technologies Limited
08.2024 - Current
- New hire training Pre-hire interviews (communication round)
- Training content development
- Audits & feedback
- Best performers presentation
- Fun activities
- Auditing calls and chats & providing one on one feedback if necessary
- Preparing Global Comms for any changes to the process, new procedures, etc., per the client's requests
Voice & Accent Trainer
iOPEX
02.2024 - 08.2024
- Auditing calls and providing the agents with feedback.
- Conducting activity-based learning (refresher) after analyzing the errors and working on the areas of improvement.
- Have the agents listen to their DSat calls & see what could have been done.
- Meet with the stakeholders to discuss ways to improve communication skills and create reports to show the floor performance.
- Create content using Google Sheets & Forms for the agents to know how to improve their communication skills.
Professional Service Delivery Coordinator
DXC Technology
04.2022 - 07.2023
- I was responsible in creating IT article content, using Salesforce and Service Now, provided directly by the client.
- Apart from creating articles I was also responsible for creating Banners during any outage.
- I have also worked on sending Global Communication message when there is a new update to an existing product/project or when there is a new product/project launch.
Voice & Accent Trainer
EcoEnergy Insights
10.2021 - 04.2022
- Preparing assessments using the internal LMS tool
- Training new hires on language, voice & accent and conducting handling pre-hire interviews, auditing calls & sharing feedback.
- Showcasing areas of improvement and the improvements made by the agents to the stake holders
Communication Trainer
NTT DATA Global Delivery Services
04.2019 - 10.2021
- Conducting pre-hire interviews (language round)
- Training new hires on language, voice & accent and conducting behavioural training.
- Also, preparing monthly dashboard reports.
- In contact with the stakeholders to know the needs of various behavioural training programs and to create an ad-hoc calendar if needed
Service Advisor
British Airways
01.2018 - 03.2019
- Handling calls to change the passenger's tickets, to add any ancillaries
- Helped the passengers to create customized holiday packages that could be provided
- Was also responsible to guide the passengers with their frequent flyer membership program, such as gaining points, how & where to use those points
Communication Trainer
NTT DATA
08.2016 - 11.2017
- Auditing calls & providing feedback to the callers/associates.
- Conducting training sessions to the new hires & refresher sessions to the callers/associates.
- Also took care of interviews for communication/LVA round.
Executive
HCL
01.2015 - 12.2015
- I trained the agents on customer handling skills, call handling skills.
- I have also trained new agents, joining the project, on basic communication skills and how the project works.
Voice Coach
Wipro BPO
10.2011 - 01.2015
- Worked as a Voice Coach for Microsoft Exchange process.
- Was responsible for training the Support Engineers (SEs) on customer handling skills, call handling skills.
- Conducted certain activities to show the engineers where they were lagging and where they did good
TECHNICAL SUPPORT
Sutherland Global Services
01.2010 - 05.2011
- Worked as a technical support executive (voice process) for Dell.
- Was responsible to handle calls and make sure the issues were resolved
- Also took care of certain escalation calls
Education
Bachelor of Arts - English
Madras University
04.2001 -
Skills
Business English
Certification
TEFL - Teaching English As A Foreign Language
Social Links
LinkedIn, linkedin.com/in/naveen-kumara8806220
Timeline
Communication Skills Trainer
Wipro Technologies Limited
08.2024 - Current
Business English Teacher Training Program
04-2024
Voice & Accent Trainer
iOPEX
02.2024 - 08.2024
TEFL - Teaching English As A Foreign Language
01-2024
Professional Service Delivery Coordinator
DXC Technology
04.2022 - 07.2023
Voice & Accent Trainer
EcoEnergy Insights
10.2021 - 04.2022
Communication Trainer
NTT DATA Global Delivery Services
04.2019 - 10.2021
Service Advisor
British Airways
01.2018 - 03.2019
Communication Trainer
NTT DATA
08.2016 - 11.2017
Executive
HCL
01.2015 - 12.2015
Voice Coach
Wipro BPO
10.2011 - 01.2015
TECHNICAL SUPPORT
Sutherland Global Services
01.2010 - 05.2011
Bachelor of Arts - English
Madras University
04.2001 -
Similar Profiles
Pooja WattamwarPooja Wattamwar
Sr Big Data Engineer at Wipro Technologies LimitedSr Big Data Engineer at Wipro Technologies Limited
Surya VSurya V
Junior Processor at Wipro Technologies LimitedJunior Processor at Wipro Technologies Limited
HASAN AKBARHASAN AKBAR
Service Desk Location Lead at Wipro Technologies LimitedService Desk Location Lead at Wipro Technologies Limited
Zaheer Syed.SZaheer Syed.S
Team Manager at GSR Global ServicesTeam Manager at GSR Global Services
PIYUSH RANJAN DASPIYUSH RANJAN DAS
Associate at BNY IndiaAssociate at BNY India