S Raj Shekhar
Assistant Manager Training
Manendragarh
Summary
- Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager with advanced understanding of training needs for each department.
- Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
- Quest to build career in a business enterprise to enhance my skills and knowledge for the betterment of the enterprise and my individual growth.
- Possess excellent interpersonal, communication, and organizational skills with proven teamwork and customer relationship management abilities.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Assistant Manager Of Training
IGT Solution
Pune
03.2022 - Current
- Worked along with Myntra & working with Cleartrip ( Air, Hotels & Air Full Fillment LOB).
- Liaises with clients to assess business needs and for training requirements/updates.
- Conducts calibrations with clients on requirements and performance.
- Seeks client's approval for new test modules before their rollout on the floor. Seeks client's sign-off for updated training material.
- Drive Performance metrics and ensure all targets are met at daily, weekly & monthly levels
- Proactive & excellent on meeting on time client defined SLAs
- Ensures that the batch's quality, CSAT, and resolution scores meet the defined norms within the first month of production.
- Conducts interviews & coordinates with HR for recruiting trainers/trainees § Ensure 100% adherence on client-driven SOP & BEST T&D compliance
- Prepare Trainers through TTT/ Platform skills certification
- Liaises with Central MIS / Admin dept / HR / Payroll for training resource availability
- Coordinates with all stakeholders to ensure New Hire training process runs effectively
- Prepare and attend all business/client reviews& work on action plans to improve business performance
- Understanding of root cause analysis & reasons to better performance
Assistant Manager Of Training Department.
Teleperformance
Mohali
09.2020 - 03.2022
- Worked along with Flipkart ( Customer support & Incident journey score LOB).
- Liaises with clients to assess business needs and for training requirements/updates.
- Conducts calibrations with clients on requirements and performance.
- Seeks client's approval for new test modules before their roll out on the floor. Seeks client's sign-off for updated training material.
- Drive Performance metrics and ensure all targets are met at daily, weekly & monthly levels
- Proactive & excellent on meeting on time client defined SLAs
- Ensures that the batch's quality, CSAT, and resolution scores meet the defined norms within the first month of production.
- Conducts interviews & coordinates with HR for recruiting trainers/trainees § Ensure 100% adherence on client driven SOP & BEST T&D compliance
- Prepare Trainers through TTT/ Platform skills certification
- Liaises with Central MIS / Admin dept / HR / Payroll for training resource availability
- Coordinates with all stakeholders to ensure New Hire training process runs effectively
- Prepare and attend all business/client reviews& work on the action plans to improve business performance
- Understanding of root cause analysis & reasons to better performance
Sr/Lead Trainer
TELEPERFORMANCE
Moahli
02.2020 - 08.2020
- Learn and become an expert in all client-required training materials and processes that are required for new hire training.
- Coach, develop and performance manage all trainers under their supervision
- Ensure that all performance and retention goals for each class are met for trainers and training classes under their supervision.
- When required, deliver consistent and high-quality training to new-hire classes.
- Manage all aspects of the training environment, including reporting requirements.
- Identify improvements to training curriculum and provide recommendations client leadership.
- Manage all processes required for the training classes and trainers under their supervision, to include payroll processing, reporting, auditing, terminations, etc.
- Represent the training organization in meetings and interactions with both Operations and client points of contact.
- Provide timely feedback to the Talent Acquisition team regarding the skill set requirements and potential skill gaps seen in new hire associates.
Process Trainer
TELEPERFORMANCE
Mohali
02.2019 - 02.2020
- Responsible to deliver the NHT Batch with organization Throughput & FAP Target
- Responsible for designing and implementing the training as well as creating its associated reports
- Ensure quality and consistency across the full scope of learning activities
- In a professional and diligent manner, to carry out the work specified in this job description and the specific tasks as agreed in the annual plan and reviewed periodically with the reporting manager
- To work as part of the staff team to achieve our organizational/team goals
- Communicate regularly with key colleagues (Managers/ Assistant Managers) through regular reporting, by email, phone and occasional face-to-face meetings
- Working as Trainer for 7 LOB Flipkart ( CS ,CMB ,KNE , IJS , OD , FRM , Email)
Customer Support Executive
Teleperformance
Mohali
09.2018 - 02.2019
- Listened to customers' questions and concerns to provide answers or responses.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Education
B.Teah - Mechanical Engineering
Swami Vivekanand Institute Of Engineering
Chandigarh 07.2014 - 05.2018
12TH -
Khalsa Hr. Secondary School
Manendragarh 03.2013 - 04.2014
Skills
Working effectively as a part of a hardworking and customer driven team
Ability to follow up with clients in a timely professional manner
Highly organized, proactive, focused & have attention to detail
Effective time management and be able to prioritize
Organized and willing to accept responsibility in meeting deadlines promptly
Ability to handle production with quality
Good in analyzing data and use to improve production and quality
Timeline
Assistant Manager Of Training
IGT Solution
03.2022 - Current
Assistant Manager Of Training Department.
Teleperformance
09.2020 - 03.2022
Sr/Lead Trainer
TELEPERFORMANCE
02.2020 - 08.2020
Process Trainer
TELEPERFORMANCE
02.2019 - 02.2020
Customer Support Executive
Teleperformance
09.2018 - 02.2019
B.Teah - Mechanical Engineering
Swami Vivekanand Institute Of Engineering
07.2014 - 05.2018
12TH -
Khalsa Hr. Secondary School
03.2013 - 04.2014