Rajesh BL
Customer and Partner Enablement
Bengaluru,Karnataka
Summary
I'm a product trainer with 6 years experience in delivering Process/Product training. Currently enabling customers and partners on a SaaS based product as a part of onboarding process. I carry expertise in developing, and delivering training content, along with developing assessments to gauge the effectiveness of the training. I have served clients and partners from US/EMEA/ANZ regions.
Overview
9
9
years of professional experience
Work History
Customer and Partner Enablement
Whatfix Private Limited
Bangalore, Karnataka
02.2021 - Current
- Developed consultative approach on training program planning
- Delivered customized training enabling product adoption for customers and partners
- Created customized training plan and training content matching various customer profiles
- Delivered online and in-person training session to customers and internal employees to enable on the product
- Created training materials on new products / update exiting content
- Conducted multiple stakeholder connects to curate training gaps and new product knowledge
- Developed assessments to measure training effectiveness
- Delivered training sessions for multiple time zones
- Maintain training operational data for business reviews
Process Trainer Escalation Desk
Myntra Designs
Bangalore, Karnataka
08.2019 - 02.2021
- Train teams on process and tools handling CEO escalation, Grievance, consumer forum, ground teams (delivery executives), and Social Media escalations (Myntra and Jabong)
- Work closely with stakeholders to gather training requirements and feedback
- Train team leads to analyze, monitor, and improve business metrics such as SLA, TTR, reduce case-to-CEO escalations, productivity with business compliance, and interaction quality
- Train/coach team members on-line/off-line
- Work with knowledge management to refine SOP
- Revised 18 SOP's
- Trained 15 batches successfully
Technical Trainer
Dell International Services
Bangalore, Karnataka
07.2017 - 08.2019
- Trained technical support engineers on troubleshooting Dell computers and consumer printers and Dell processes.
- Handhold new support engineers from classroom training to on-the-Job training
- Achieved 98% through put quarter on quarter
- Conducted refresher trainings on new process/PIP program
- Facilitated virtual, in-person and blended learning sessions.
Technical Support Engineer
Dell technologies
Bangalore, Karnataka
08.2015 - 07.2017
- Moderate social media posts of 15 Social Media and Communities agents
- Proofread, approve/reject responses to maintain organization standards
- Active member of multiple pilot projects of internal tools testing and deployment
- Assessed performance quality through regular case scrubs, sensitized the team about respective failures, and planned a curriculum to improve quality
- Responsible for maintaining group AHT, resolution rate, and customer experience
- Was part of a project to integrate internal knowledge base to CRM
- Write, edit, maintain Oracle knowledge base for the social media team on Sprinklr.
Returns Specialist
Flipkart
Bangalore
06.2014 - 08.2015
- Approve/reject return requests as per the organization guidelines
Education
Bachelor of Engineering - Computer Science: Computer Engineering
Rajarajeswari College of Engineering
PUC - undefined
PCMC
The Oxford Pre-university College
Skills
- SAAS-based web application product training
- Training needs assessment and customization
- Training material development and updating
- Technical support and issue resolution
- Product demonstrations and presentations
- User adoption and engagement strategies
- Training effectiveness evaluation and improvement
- Excellent communication and interpersonal skills
- Software/Tech Skills
- Microsoft office (Word, Excel, Power Point)
- Google Suite
- Confluence/Jira
- Xmetal
- FreshDesk, Salesforce, Sprinklr
- HTML / CSS
- ITIL 3
Timeline
Customer and Partner Enablement
Whatfix Private Limited
02.2021 - Current
Process Trainer Escalation Desk
Myntra Designs
08.2019 - 02.2021
Technical Trainer
Dell International Services
07.2017 - 08.2019
Technical Support Engineer
Dell technologies
08.2015 - 07.2017
Returns Specialist
Flipkart
06.2014 - 08.2015
Bachelor of Engineering - Computer Science: Computer Engineering
Rajarajeswari College of Engineering
PUC - undefined
PCMC
The Oxford Pre-university College
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