Summary
Overview
Work History
Education
Skills
Hobbies
Languages
Timeline
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Padam Vashisht Naidu

Padam Vashisht Naidu

Hyderabad,TG

Summary

Accomplished Senior Trainer and Assistant Manager with a proven track record at VCC India Pvt Ltd and Concentrix Daksh Pvt Ltd, enhancing sales performance and operational efficiency. Expert in organizational leadership and training, I've successfully transitioned numerous batches, significantly reducing error rates to 2%. Recognized for exceptional mentoring, lesson planning, and achieving high customer satisfaction, my approach combines innovative training methods with strategic team leadership.

Overview

10
10
years of professional experience

Work History

Senior Trainer (Process)

VCC India Pvt Ltd
02.2019 - Current
  • Joined the company as a Senior Sales Representative.
  • Moved as a Quality Analyst within Six months
  • Developed and implemented a new quality monitoring framework that improved overall service delivery efficiency
  • Identified and resolved key process bottlenecks, leading to a reduction in error rates by conducting refresher sessions.
  • Streamlined QA processes, reducing review time, while maintaining high accuracy levels.
  • Consistently achieved or exceeded QA score targets, maintaining an average score of 93% over [2 Years].
  • Reduced customer complaints or escalation rates to 2% after implementing corrective actions and quality assurance improvements.
  • Moved as a Trainer for Sales due to business requirements.
  • Transitioned more than 9 batches till date, worked closely with Operations in fostering high sales numbers.
  • Created and implemented customized training modules for sales teams to improve conversion rates and sales performance.
  • Conducted classroom, virtual, and on-the-job training sessions for new hires and existing staff.
  • Trained teams on key sales techniques, such as objection handling, product pitching, cross-selling, and upselling.
  • Focused on soft skills development, including communication, negotiation, and rapport building.
  • Regularly monitored trainee performance through live call evaluations, role-playing, and mock sales calls.
  • Provided detailed feedback and coaching to improve individual performance and meet sales targets.
  • Worked closely with sales managers and team leaders to identify training needs and ensure alignment with business goals.
  • Developed action plans for struggling sales agents and tracked improvements.
  • Developed, updated, and maintained training materials such as presentations, handouts, and e-learning modules.
  • Integrated industry best practices and new sales methodologies into training programs to keep content relevant.

Assistant Manager

Concentrix Daksh Pvt Ltd
07.2017 - 05.2018
  • I started working with Uber India, managing the line of business, and quickly transitioned to supporting the first international process for Concentrix Daksh (UBER SENA Region).
  • I successfully transitioned seven batches, ensuring the smooth operation of the process and improving the efficiency of closing tickets and emails.
  • I worked closely with agents who required additional support, conducting personal coaching sessions, providing timely reviews, and delivering effective feedback to help enhance their performance.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.

Interactive Social Media Advisor

[24]7.ai
07.2014 - 07.2017
  • I joined as a front-line agent for the CITI Retail process, handling chats and escalation calls. Within six months, I was promoted to the support role of an SME (Subject Matter Expert), where I successfully supported four batches in transitioning to the production floor.
  • During my tenure at 24/7, I served as a Team Lead (though not officially on paper) and consistently maintained a green scorecard across key metrics, including NPS (Net Promoter Score), ACL (Average Chat Length), CSAT (Customer Satisfaction), and FCR (First Call Resolution) for the last 12 months.
  • I received "Best Overall Performer" awards for three consecutive months and achieved the "Lowest ACL with Highest NPS" awards for two quarters. Additionally, I earned the "Game Changer" award for leading three transition batches to success, outscoring the production floor in a competitive environment.
  • I also received client recognitions, including the "Best UM (Unit Manager) Coaching" award from CITI clients in Texas, USA, and earned the "Lowest Attrition" award for two consecutive months.
  • As a Team Lead, I have consistently met all performance metrics for the past three months, earning A+ grades since my Day of Joining (DOJ). I have also successfully completed Six Sigma Yellow Belt certification.

Education

Bachelor of Commerce -

Andhra University (Center of Distance Education)
Vishakapatnam
10-2024

High School Diploma -

Sri Chaitanya Junior Kalasala
Guntur, India
05-2011

No Degree -

Little Flower High School
Hyderabad, India
06-2008

Skills

  • Organizational Leadership
  • Training and mentoring
  • Lesson Planning
  • Employee Onboarding
  • Customer Relations
  • Product and service knowledge
  • Team Leadership
  • Customer Service
  • Computer Skills

Hobbies

Play Basketball

Listen to Podcasts & Music


Languages

English
Advanced (C1)
Hindi
Upper intermediate (B2)
Telugu
Upper intermediate (B2)

Timeline

Senior Trainer (Process)

VCC India Pvt Ltd
02.2019 - Current

Assistant Manager

Concentrix Daksh Pvt Ltd
07.2017 - 05.2018

Interactive Social Media Advisor

[24]7.ai
07.2014 - 07.2017

Bachelor of Commerce -

Andhra University (Center of Distance Education)

High School Diploma -

Sri Chaitanya Junior Kalasala

No Degree -

Little Flower High School

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Padam Vashisht Naidu