Raaj Thanki
Training Operations Professional
Ahmedabad
Summary
Team-oriented self-starter bringing 10 years of experience in training and operations with exceptional communication, analytical and organizational skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skilled at overseeing cross-functional teams in fast-paced and dynamic environments. Strengths include performance improvement, training and team building. Worked across various domains like E-Commerce, SaaS Healthcare and Identity Solutions.
Overview
11
11
years of professional experience
12
12
years of post-secondary education
Work History
Senior Technical Trainer
Spectra Technovision (India) Pvt. Ltd.
2024.01 - Current
- Collaborate with product development teams to understand the features and functionalities of our attendance and access control systems.
- Design and develop comprehensive training materials, including manuals, presentations, videos, and online courses.
- Customize training programs to meet the specific needs of different customer segments and internal teams.
- Conduct engaging training sessions for customers including on-site and remote training.
- Train company employees, including sales, customer support, and installation teams, on product knowledge and technical skills.
- Ensure training sessions are interactive, informative, and tailored to the audience's skill level.
- Create and maintain detailed training documentation, user guides, and FAQs.
- Keep training materials up to date with the latest product updates and improvements.
- Assess the effectiveness of training programs through feedback and evaluations.
- Continuously improve training materials and methods based on feedback and industry best practices.
- Stay up-to-date with industry trends, technological advancements, and product updates to ensure accurate and relevant training content.
- Customize training programs to address specific needs and skill requirements of each vertical, ensuring maximum effectiveness.
Senior Analyst, Process Trainer
Rayden Interactive
2022.01 - 2023.12
- Conducted end-to-end market research processes through primary and secondary research methods such as Official Websites, Research Reports, Open source databases etc.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Supported productivity increase and business growth through new hire training and mentoring.
- Proficient in utilizing tools such as Salesforce and Agent Desktop to support operational processes.
Supervisor, Learning & Development
TTEC India Customer Solutions Pvt. Ltd.
2021.04 - 2021.12
- Maintained compliance with company policies, objectives and communication goals.
- Manage day-to-day operations, processes, and reporting. Tracked and prepared quarterly reports to present to leadership.
- Work in teams to design and share Proactive Solutions on quarterly basis to the client.
- Bridge gap between Human Resource/Talent Acquisition teams and employee especially during performance evaluations and related conversations.
- Recruited, interviewed and onboarded new instructors, boosting corporate success.
- Partnered with instructors to consistently increase annual graduation rate.
Senior Trainer, Learning & Development
TTEC India Customer Solutions Pvt. Ltd.
2019.04 - 2021.03
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Organized and implemented coursework, oversaw scheduling and monitored attendance through learning management system.
- Participated in workshops and presentations related to projects to gain knowledge.
- Worked with central management to identify, plan, align, and address training needs.
- Selected, developed and delivered classroom and online training materials to meet program needs.
Process Trainer, Learning & Development
TTEC India Customer Solutions Pvt. Ltd.
2015.10 - 2019.03
- Delivered robust training courses via classroom and e-learning programs. Ensured min. 80% throughput in New Hire Training.
- Implemented individual learning plans to help 50+ employees per quarter learn new skills and techniques to improve efficiency.
- Created curricula, instructions, documents and written tests for various types of training courses.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Assembled reports and presentations to share insights and recommendations with stakeholders.
- Tracked key performance indicators to measure success of team members.
Customer Service Representative
TTEC India Customer Solutions Pvt. Ltd.
2014.04 - 2015.09
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered escalated customer chats & email contacts promptly to ensure prompt resolution is provided.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Handled approx. 100 escalated cases per day through Chat & Email.
Business Development Executive
ALSCAPES
2013.05 - 2014.04
- Collaborated with sales and marketing departments to support client acquisition.
- Contributed to industry events and trade shows to showcase products and gather industry intelligence.
- Researched product pricing, ratings and performance and created comparison spreadsheets to evaluate competitors.
- Communicated directly with customers and partners to build strong business networks and relationships.
Education
Bachelor of Computer Applications (BCA) - Computer Applications
MIT School of Management College (MIT SOM)
Pune, Maharashtra 2010.07 - 2013.07
Higher Secondary Certificate (HSC) - Commerce
MIT Junior College
Pune, Maharashtra 2008.08 - 2010.03
Secondary School Certificate (SSC) -
Dr. (Mrs.) Erin N. Nagarvala School (Residential)
Pune, Maharashtra 2000.06 - 2008.03
Skills
Operations Management
undefinedTimeline
Senior Technical Trainer
Spectra Technovision (India) Pvt. Ltd.
2024.01 - Current
Senior Analyst, Process Trainer
Rayden Interactive
2022.01 - 2023.12
Supervisor, Learning & Development
TTEC India Customer Solutions Pvt. Ltd.
2021.04 - 2021.12
Senior Trainer, Learning & Development
TTEC India Customer Solutions Pvt. Ltd.
2019.04 - 2021.03
Process Trainer, Learning & Development
TTEC India Customer Solutions Pvt. Ltd.
2015.10 - 2019.03
Customer Service Representative
TTEC India Customer Solutions Pvt. Ltd.
2014.04 - 2015.09
Business Development Executive
ALSCAPES
2013.05 - 2014.04
Bachelor of Computer Applications (BCA) - Computer Applications
MIT School of Management College (MIT SOM)
2010.07 - 2013.07
Higher Secondary Certificate (HSC) - Commerce
MIT Junior College
2008.08 - 2010.03
Secondary School Certificate (SSC) -
Dr. (Mrs.) Erin N. Nagarvala School (Residential)
2000.06 - 2008.03
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