Rakesh Giri

Senior Process Trainer / Lead Trainer – International Telecommunications (Voice Process)

• Promoted through Internal Job Posting (IJP) to a Process training role and now Continuing as a Lead Trainer for a LOB based on consistent high performance, training excellence, and leadership capability.
• Led end-to-end training strategy and execution for international telecom voice processes, including new hire training, refresher programs, and performance improvement plans.
• Delivered 81% training throughput, consistently meeting certification, readiness, and quality benchmarks.
• Oversaw 4+ concurrent training batches with an average headcount of 20 trainees per batch, ensuring optimal trainer bandwidth and delivery effectiveness.
• Provided functional leadership for voice and system training, driving focus on CSAT(NPS), AHT optimization, quality compliance, and customer experience excellence.
• Conceptualized and implemented the “Soft Skill Lab” initiative, integrating weekly structured soft-skill modules (communication, empathy, active listening, objection handling) supported by intensive mock calls and role-play simulations.
• Established a robust call quality monitoring framework through call audits, recorded call analysis, and live side-barging, ensuring alignment with quality standards and client expectations.
• Delivered data-driven coaching, real-time feedback, and targeted action plans based on audit insights to improve advisor and trainee performance.
• Acted as a key liaison between Training, Quality, and Operations, translating floor performance gaps into scalable training interventions.
• Tracked and analyzed training effectiveness metrics, including throughput, certification scores, nesting performance, post-training KPI trends, and audit results.
• Recognized as “Best Performer – Training” in Q4 (FY 2024–2025) for exceptional contribution to training outcomes, quality improvement, and business impact.
• Ensured training governance,TNI Sessions, documentation, compliance adherence, and audit readiness across all training programs.

• Managed 25–30 inbound and outbound voice calls daily for international telecom customers(UAE), delivering efficient and accurate customer support.
• Resolved customer queries related to billing, service activation, network issues, account management, and technical support.
• Achieved and maintained KPI targets including CSAT(NPS), AHT, FCR, quality score, adherence, and productivity metrics.
• Demonstrated strong complaint handling, objection handling, and conflict resolution skills to ensure customer satisfaction and retention.
• Conducted regular customer follow-ups to confirm issue resolution and improve service experience.
• Controlled Average Handle Time (AHT) while maintaining high call quality and compliance standards.
• Adhered to quality assurance guidelines, SOPs, and data privacy policies in a regulated international process.
• Delivered consistent performance in a high-volume call center environment, contributing to team and organizational goals.
• Maintained accurate call logs, CRM updates, and customer records as per process requirements.

• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Monitored workflow to improve employee time management and increase productivity.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Evaluated employee performance and coached and trained to improve weak areas.
• Achieved results by working with staff to meet established targets.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Educated staff on organizational mission and goals to help employees achieve 100% success.

• Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
• Collaborated with team members to help expand marketing channels.
• Contributed to mock-ups, email campaigns, and social media content.
• Helped with planning and hosting of marketing events.