Zeeshaan Mehdi
Head - Training & Development
Hyderabad
Summary
Proactive training and development manager offering 11 years of experience in educating professionals on Effective Communication, High Performance Productivity, Attitude & Mindset, Expert in designing curriculum and training programs aligning with clients' strategic goals, mission and vision while consistently pursuing opportunities to improve service delivery. Outstanding interpersonal communication and innovative teaching methods drive professional development for various individuals in diverse roles.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work History
Vice President - Talent Management
Labyrinth Global Solutions
Hyderabad
12.2022 - Current
- Increased company growth through collaboration with sales and marketing departments.
- Identified opportunities to improve business process flows and productivity.
- Established performance goals for department and provided methods for reaching milestones.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Evaluated product development strategies and prepared alternative approaches to goal achievement.
Head - Training & Development
Glorious Mindmine Consulting
Hyderabad
07.2011 - Current
- Coordinated technical training and personal development classes for staff members.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Delivered new employee on boarding and training sessions via offline/online mode.
- Managed new employee orientation training process for more than 1000 Corporate employees each year.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Managed all exempt employee coaching, training and performance improvement actions.
- Implemented new learning strategies depending upon employees' skill levels.
- Trained new hires to perform cross-training exercises with experienced workers.
- Researched and obtained relevant course materials to achieve training objectives.
- Conducted training courses and prepared videos for long-term use.
Operations Manager, Customer Experience
Taxoguru Consulting
Hyderabad
01.2015 - Current
- Handled over 10,000 calls with team of just 5 members and deliver superior customer service.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Prepared annual budgets with controls to prevent overages.
- Documented customer interactions in internal database to maintain customer service history details.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Senior Quality Analyst
Satyam BPO
Hyderabad
01.2007 - 06.2011
- Monitor calls for Quality Assurance & Superior Customer Service.
- Coach & Mentored more than 50 technical support engineers for Quality Assurance.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Implemented test scripts and recorded results.
- Developed and maintained quality assurance procedure documentation.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Senior Customer Service Representative
HSBC Electronic Data Processing
Hyderabad
01.2005 - 12.2006
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- On average dial more than 1000 calls, speak to more than 150 customers and get more than 50 payments on daily basis.
Technical Support Engineer
Hewlett Packard
Hyderabad
07.2003 - 12.2004
- Provide technical support to north american clients for HP Printers, Scanners, Copiers & Fax Machines..
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Designed tailored engineering solutions for customers based upon key requirements.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
MBA - Human Resources Management
National Institute Of Business Management
Hyderabad 10.2012 - 11.2014
Bachelor Of Computers Applications - Computers Applications
Vivek Vardhini Degree College
Hyderabad 04.2000 - 04.2003
Skills
Training solutions development
undefinedAccomplishments
- Trained over 40,000 Qualified Chartered Accountants In General Management & Communication Skills
- Successfully completed business communication training for more than 15,000 corporate employees
- Trained Over 30,000 Job Seekers in Employability Soft Skills
- Trained ISRO Scientists, INDIAN ARMY Officers, Doctors, Teachers & Directors Of Big Multinational Companies
Timeline
Vice President - Talent Management
Labyrinth Global Solutions
12.2022 - Current
Operations Manager, Customer Experience
Taxoguru Consulting
01.2015 - Current
MBA - Human Resources Management
National Institute Of Business Management
10.2012 - 11.2014
Head - Training & Development
Glorious Mindmine Consulting
07.2011 - Current
Senior Quality Analyst
Satyam BPO
01.2007 - 06.2011
Senior Customer Service Representative
HSBC Electronic Data Processing
01.2005 - 12.2006
Technical Support Engineer
Hewlett Packard
07.2003 - 12.2004
Bachelor Of Computers Applications - Computers Applications
Vivek Vardhini Degree College
04.2000 - 04.2003
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