Ravi Dalhotra
State Head Training And Quality HDFC Bank Ltd
Mohali
Summary
Experienced and detail-oriented professional with 12+ years of Banking, Customer service and training & quality experience. Proven track record of delivering exceptional results in various industries. Skilled in designing and implementing training programs conducting quality assessments and developing improvement strategies. Possesses excellent communication skills and thrives in collaborative environments. Adept at analyzing data and identifying trends to drive process optimization and enhance overall performance. Committed to continuous learning and staying up-to-date with industry best practices. Excels in motivating teams and fostering a culture of excellence. Goal-oriented and dedicated to exceeding expectations while ensuring adherence to quality standards.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
State Head - Training & Quality
HDFC Bank Ltd
Mohali
07.2022 - Current
- Analyzed problems and worked with teams to develop solutions.
- Developed and maintained relationships with key internal stakeholders.
- Collaborated with senior management on new initiatives to build confidence.
- Participated in workshops and presentations related to projects to gain knowledge.
- Prepared project presentations and reports to assist senior staff.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Training Quality Manager
HDFC Bank Ltd
Mohali
07.2018 - 06.2022
- Trained new hires to perform cross-training exercises with experienced workers.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Directed training programs and development paths for managers and supervisors.
- Prepared and distributed manuals, handouts and online tutorials to provide employees with training materials and resources.
- Conducted research and analysis of learning needs of employees to develop targeted training programs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Conducted training courses and prepared videos for long-term use.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Coordinated and prioritized required training courses for Focus employees.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
Virtual Relationship Manager
HDFC Bank Ltd
Mohali
07.2016 - 07.2018
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Developed customer surveys to measure customer satisfaction and identify areas of improvement.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Technical Support Associate
Netquall Technologies
Mohali
01.2015 - 06.2016
- Monitored systems in operation and quickly troubleshot errors.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Recorded and maintained relevant notes for each client and work order.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
Technical Resolution Expert
Dell International Services Pvt Ltd
Mohali
09.2012 - 10.2014
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
Technical Support Associate
Agilyst Consulting Pvt Ltd
Chandigarh
05.2009 - 05.2011
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Customer Care Executive
Tata Business Support Services Pvt Ltd
Mohali
06.2008 - 05.2009
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Kept accurate records of all customer interactions and transactions.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Marketing Executive
Ishwar Agro Tech Pvt Ltd
Gurdaspur
06.2008 - 05.2009
- Informed customers of promotions to increase sales productivity and volume.
- Contributed to event marketing, sales and brand promotion.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Met existing customers to review current services and expand sales opportunities.
Education
Graduate - BA
GNDU
Amritsar 06.2006 - 06.2008
Skills
Problem-solving
Piloted Video KYC Department for HDFC Bank
Piloted Video KYC Department in Mohali as Training & Quality Manager. Including Establishing Team,Staff Training, Testing and Piloting.
Accomplishments
- Won Silver Star Award as Relationship Manager for doing highest Asset Value Business for the Quarter
- Awarded with silver Star Award for Piloting Video KYC Department for HDFC bank Ltd as Training & Quality Manager
Timeline
State Head - Training & Quality
HDFC Bank Ltd
07.2022 - Current
Training Quality Manager
HDFC Bank Ltd
07.2018 - 06.2022
Virtual Relationship Manager
HDFC Bank Ltd
07.2016 - 07.2018
Technical Support Associate
Netquall Technologies
01.2015 - 06.2016
Technical Resolution Expert
Dell International Services Pvt Ltd
09.2012 - 10.2014
Technical Support Associate
Agilyst Consulting Pvt Ltd
05.2009 - 05.2011
Customer Care Executive
Tata Business Support Services Pvt Ltd
06.2008 - 05.2009
Marketing Executive
Ishwar Agro Tech Pvt Ltd
06.2008 - 05.2009
Graduate - BA
GNDU
06.2006 - 06.2008
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