Summary
Overview
Work History
Education
Skills
Extra-Curricular Activities
Timeline
Generic
Reheyanath Al Shifa Mustafa

Reheyanath Al Shifa Mustafa

Deputy Manager
Chennai

Summary

Accomplished Training Manager with over 22 years of experience in IT and ITES industries. Specializes in designing, delivering, and managing innovative training programs focused on leadership development and organizational growth. Creates a culture of continuous learning, empowering teams to excel in high-pressure environments. Recognized for exceptional interpersonal and communication skills. Builds high-performing teams, fosters collaboration, and drives engagement. Expertise in strategic planning, operations optimization, and process streamlining for improved efficiency and productivity. Diligent and encouraging leader with a dynamic, results-oriented approach to problem-solving, decision-making, and employee development. Proficient in leveraging analytical thinking to positively influence organizational outcomes. Skilled in customer relations, team motivation, and morale-building. Proven track record of enhancing employee engagement, improving performance, and achieving business goals. Passionate about innovation and committed to excellence. Seeking new opportunities to apply versatile skill set and drive transformative results for organizational success.

Overview

21
21
years of professional experience
3
3
years of post-secondary education
4
4
Languages

Work History

Deputy Manager

HCL Tech
09.2022 - Current
  • Identifying training needs
  • Designing and implementing training programmes for leadership team and employees
  • Helping employees in career development in the team
  • Performing orientation sessions for team and self-improvement
  • Creating leadership development programmes
  • Tracking training and development progress
  • Managing training budget

AIRTEL TRAINER

Airtel
04.2019 - Current
  • Handled many sessions on Customer Service and Behavioural program
  • Conducted induction programs across the country
  • Handled Sessions for newly hired Airtel executives, Airtel Ambassadors and Airtel Managers
  • Handled refresher training programs
  • Maintains reports on daily attendance and daily behaviour during the sessions
  • Conducts assessments to evaluate their customer behaviour
  • Handles sessions in many languages, like English, Hindi, Tamil and Malayalam
  • Handles sessions both online and offline
  • Delivers training session with STORIES and ensures the take away is for a lifetime

Free-lance Automobile trainer

DALE CARNEGIE TRAINING INDIA & TIMES PROFESSIONAL LEARNING
01.2017 - Current

Language Training Specialist

WIPRO, INFOSYS, HCL BPO, L&T, MAERSK & COGNIZANT
04.2009 - Current
  • Voice & Accent Training for new agents
  • American Culture Sensitization and Work Culture Training
  • Classroom management and Facilitation skill training for New Trainers
  • Conducting Language Training & External Assessments
  • Recruitment of skilled manpower and Training for BPOs
  • Training MIS Reports Consolidation & Analysis for British Airlines BPO
  • Training Needs Analysis & TNI Reports for Operations & Voice Coaches
  • Assist the Account manager to build a highly effective analysis system to initiate appropriate action plans
  • Identify process re-engineering opportunities and implement best practices
  • Coaching and feedback to enhance the team's performance
  • Coordinating escalations and handling cross site/ conference calls with clients

Freelance Training Consultant

11.2008 - Current
  • Behavioural Skill Training
  • Business Communication & Language skills Development
  • Employee Retention Training
  • Campus to Corporate Training for Top Universities
  • Leadership and Team Building Training
  • Project Development and Management Training

Nurse Advocate

COMPUVE Pvt. Ltd, CLOVER STAFFING
04.2021 - 08.2022
  • Talks to nurses about their specialities
  • Contacts the nurses and brings them on board
  • Handles the 1st interaction with the nurses
  • Sends out the nursing contracts and follows up till they are signed
  • Follows up on the pending documents with nurses and send them to the facilities
  • Handles with maintaining the data base of the nurse's contracts, insurance and workers' Comp
  • Maintains reports on daily recruitment and weekly
  • Assist the Account manager to build a highly effective analysis system to initiate appropriate action plans
  • Suggested and implemented new tools to be added to the internal portal
  • Identify process re-engineering opportunities and implement best practices
  • Successfully managed a major escalation by creating a process to control errors and increase customer satisfaction

Program Analyst

COGNIZANT
01.2008 - 01.2009
  • Heading a group of trainers and voice coaches for the GSD (Global Service Desk)
  • Training for Accent Neutralization and product knowledge
  • Monitoring Calls, Coaching & feedback for floor agents
  • Responsibilities include Hiring & Training new recruits on Voice and accent & Soft skills
  • Drafting training manuals, hands-on exercises, case study on communication/telephone etiquettes/ soft skills
  • Created a productivity tracker that helped track number of calls taken and orders closed which helped in keeping the records in a more orderly fashion and helped set targets for the associates
  • Preparing Reports for individuals based on their performance

Trainer and Quality Coach

Slash Support (CSS CORP)
01.2006 - 12.2007
  • Overseeing ALCATEL technical support's call quality
  • Training New Hires on Voice and accent and soft skills
  • Monitoring calls on language and comprehension skills
  • Evaluating calls and giving feedback on communication skills
  • Executing Tele-Survey Projects for customer service and product feedback
  • Conducting Operations process download for new hires

Trainer and Quality Coach

HTMT
06.2004 - 12.2005
  • Overseeing Kerala call centre's Operations in Chennai
  • Training New Hires on Voice and accent and soft skills
  • Executing Tele-Survey Projects for customer service and product feedback
  • Conducting Operations process download for new clients

Education

B. A. - English Literature

Madras University
04.2000 - 05.2003

ITIL - undefined

EXIN

Transactional Analysis 101 - undefined

SAATA

BEC - undefined

Cambridge

Dale Carnegie Train The Trainer program - undefined

Dale Carnegie

BEC Train The Trainer - undefined

British Council

Happiness Coach - undefined

Transformation Academy
11.2019 - 12.2019

Skills

Leadership Development

Extra-Curricular Activities

Storyteller, Storynest, Chennai, Tamil Nadu (09/2021 – Present)

In 2021, I embarked on a transformative journey as a storyteller, weaving captivating tales that transcend boundaries and connect audiences from all walks of life. What began as a spark of passion quickly grew into a vibrant career, taking me to storytelling festivals across India and Asia.

Through cultural narratives, folklore, and personal stories, I’ve inspired audiences on bustling stages in cities like Mumbai and under the serene skies of Southeast Asian villages. Each performance has been an opportunity to bridge cultures, spark imagination, and create unforgettable moments that unite people through the universal language of stories.

Timeline

Deputy Manager

HCL Tech
09.2022 - Current

Nurse Advocate

COMPUVE Pvt. Ltd, CLOVER STAFFING
04.2021 - 08.2022

Happiness Coach - undefined

Transformation Academy
11.2019 - 12.2019

AIRTEL TRAINER

Airtel
04.2019 - Current

Free-lance Automobile trainer

DALE CARNEGIE TRAINING INDIA & TIMES PROFESSIONAL LEARNING
01.2017 - Current

Language Training Specialist

WIPRO, INFOSYS, HCL BPO, L&T, MAERSK & COGNIZANT
04.2009 - Current

Freelance Training Consultant

11.2008 - Current

Program Analyst

COGNIZANT
01.2008 - 01.2009

Trainer and Quality Coach

Slash Support (CSS CORP)
01.2006 - 12.2007

Trainer and Quality Coach

HTMT
06.2004 - 12.2005

B. A. - English Literature

Madras University
04.2000 - 05.2003

ITIL - undefined

EXIN

Transactional Analysis 101 - undefined

SAATA

BEC - undefined

Cambridge

Dale Carnegie Train The Trainer program - undefined

Dale Carnegie

BEC Train The Trainer - undefined

British Council
Reheyanath Al Shifa MustafaDeputy Manager