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 -
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