Rahul Singh Makhan
Platform Exp Svc Delivery Ops Analyst
Hyderabad
Summary
Performance oriented and result-driven training professional with 12 years of experience in developing and implementing comprehensive trainings for clients. Proven Team leader and facilitator who motivates and cultivates teams to achieve outstanding performance.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Platform Exp Svc Delivery Ops Analyst
Accenture Operations India
Hyderabad
01.2018 - Current
- Responsible for Training vertical of TikTok process, which is one of the leading processes of ByteDance
- Specialist in coordinating and analyzing training requests, assigning the trainer as per the client’s need and floor requirements
- Maintaining performance reports of the team and providing feedback on the same to assure quality trainings
- Expertise in working with top level management, senior executives and external assets in virtual and at multi-site locations
- Interacting with quality and engineering teams for process and product improvements. Good at running evaluations across various client projects and alerting the respective stakeholders
- Monitoring project performance and constantly implementing new initiatives/refresher trainings to improve the end product mapping
- Mentoring other specialists and junior trainers on new workflows and tool changes also assisting the recruitment team in shortlisting the potential trainers
- Also, overseeing day-to-day operations and manage key parameters like utilization, productivity, shrinkage, attrition, quality for the business
- Lead Weekly Business Review with the client, ensuring effective communication between the business and the client
- Design and execute career plans for team members
- Conduct performance reviews for team members, prepare scorecard and share feedback on a weekly/monthly basis
- Discover training needs and ensure coaching is provided
- Identify bottom performers and initiate bottom quartile management program
- Identify high performers and ensure they receive Rewards and Recognition
Senior Associate
Genpact
Hyderabad
08.2014 - 12.2017
- As a Process trainer, responsible for grooming the new joiners on the process to reach the floor benchmarks
- Training new joiners and on floor folks on new and existing stages of Product sales & support
- Expert in handling Report Abuse entries on support forums and framing policies according to the ToC
- Framing policies applicable within team according to tool changes
- POC to update the floor on minor policy and product changes
- Conduct quizzes on regular basis and provide feedbacks to the trainees
- Escalations of bugs and following up on the same
Process Developer
Genpact
Hyderabad
08.2011 - 07.2014
- Provided Technical Sales & Support for Kodak Printers for customers based in USA, CANADA and EMEA regions via Phone/Chat/Email
- Defused volatile customer situations calmly and courteously and resolved customer product complaints empathetically and professionally
- Troubleshoot issues related to Wireless connectivity, Cloud printing and FAX Configuration
- Ensured that all SLAs are met by effectively managing high volumes of Inbound and Outbound calls
Education
Bachelor of Commerce -
GITAM University
Hyderabad, India 01.2017 - 01.2020
Skills
Sales & Process Training
undefinedExtra-curricular activities
People Ambassadors Lead, Accenture Operations India, Hyderabad
- Lead & POC for People Ambassadors team of 10 resources accountable for activities like conducting Townhalls, RNR's, Work place Engagement activities, Team Outings, Cascading company Policies, Leadership Meets, Festival & Birthday celebrations and many more
- Conducting interactive sessions with Malaysia & Japan teams to share their knowledge & experience on the process and conducting engagement activities with the help of the respective PA teams of the country
- Assisting new hires with introduction to company policies and production floor
- Planning sessions in co-ordinance with management to relay important announcements
Wellness SPOC, Accenture Operations India, Hyderabad
- SPOC for Wellness sessions conducted for the Project by bridging the gap between employees and Wellness coach
- Coordinating with the Wellness coaches and ensuring the wellness sessions are scheduled & completed on time
- Reporting Red flags like stress, effect on mental health or depression of employees due to the work to the Management for actions
- Conducting activities related to Health/Well being for a smooth and healthy work environment
Hobbies
Gaming, Playing Music, Adventure touring
Timeline
Platform Exp Svc Delivery Ops Analyst
Accenture Operations India
01.2018 - Current
Bachelor of Commerce -
GITAM University
01.2017 - 01.2020
Senior Associate
Genpact
08.2014 - 12.2017
Process Developer
Genpact
08.2011 - 07.2014
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