Richard Perris
Training Specialist/Public Speaker/Host
Kolkata, West Bengal,West Bengal
Summary
Service-oriented Learning and Development Professional with experience in national and international customer service skills providing leadership necessary for sales growth and continued excellent customer experience. Strong knowledge in Human Resource processes to include onboarding procedures and maintaining accurate files. Superior technical and communication skills. Dedicated team player currently pursuing Bachelors of Business Administration degree with a concentration in Business Administration and Management.
- Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.
- Skilled Training Specialist highly effective a conducting personal and group training sessions focused on topics such as Business Etiquette & Netiquette, Team Building and Customer Service Skills such as Pitch for Up-Sales Techniques, Negotiation Skills and Voice & Accent,. Enthusiastic personality with a hands-on, creative style. Ready to apply 14 years' experience to a challenging long-term position.
Overview
21
21
years of professional experience
Work History
Lead Trainer
Insearch
Kolkata, West Bengal
07.2023 - 09.2024
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Designed, Developed and Delivered Comprehensive Training Programs using Instructional Designing Techniques.
Learning Professional
British Telecommunication Eserv India Private Limited
Kolkata, West Bengal
04.2015 - 12.2022
- Delivered online and face to face classroom and online trainings to associates for inbound, outbound call centres and chat process with back office to ensure proper knowledge on customer handling, sales and technical skills
- Trained and mentored more than 250 new personnel hired to fulfill various roles.
- Facilitated current and correct marketing for all products.
- Coached team on effective upselling and cross-selling methods with greater impact..
- Monitored employee performance and developed improvement plans.
- Supported staff development and goal attainment by focusing on skill development and job satisfaction.
- Handled customer service by dealing with complaints and answering customer supervisor level escalations.
- Communicated with managers of other departments to maintain transparency.
- Created curriculum, instructions, documents and online tests for various types of training courses.
- Managed team of 6 trainers, overseeing onboarding, planning, organizing, training and professional growth of employees.
- Improved operations through consistent hard work and dedication.
Senior Associate
Wipro BPO Private Limited
Kolkata, West Bengal
09.2008 - 12.2014
- Training New Hires on Process Knowledge and Technical Troubleshooting for Inbound and Outbound calls for the United Kingdom Customers.
- Helped streamline repair processes and update procedures for support action consistency and reduce fix time for better customer satisfaction.
- Resolved High Level Escalations from customers across the United Kingdom, receiving several customer appreciation calls.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Collaborated with team members with best practice sharing to achieve target results.
- Taking care of a team of 25 members in the absence of the subject matter expert and the team manager resulting 100% call answer with 0% D-SAT Score.
Restaurant Captain
Emirates Concorde Hotel & Residence
Dubai
01.2007 - 04.2008
- Acted as manager on duty to field complaints and assure completion of day-to-day tasks.
- Kept waitstaff and front of house up to date about kitchen happenings and special reservations.
- Set tables for basic and specialized services based on reservations.
- Delivered outstanding dining experiences for patrons.
- Greeted guests, answered questions about menu selections and offered drink pairings.
- Maintained cleanliness of overall dining room.
- Collaborated with chef to enhance client experience through professionalism and knowledgeable service.
- Supervised section of 10 tables and assisted waitstaff by answering questions, taking orders and offering suggestions.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collected orders and relayed them to bartenders quickly and accurately.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Increased sales significantly by upselling higher-end products to customers.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Assistant Waiter
Diplomatic Club
Doha
09.2006 - 12.2006
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Suggested appropriate food and drink pairings to increase per-ticket sales.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Monitored dining rooms for seating availability as well as service, safety and well-being of guests.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Inspected dishes and utensils for cleanliness.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
Trainee Waiter
Oberoi Airport Services
Kolkata, West Bengal
08.2004 - 08.2006
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Enlisted coworkers' assistance for multi-order delivery to avoid spilling or dropping food.
- Bussed and reset tables to keep dining room and work areas clean.
- Informed customers about daily and seasonal specials.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
Retail Salesman
Planet Fashion
Kolkata, West Bengal
05.2004 - 08.2004
- Helped customers complete purchases, locate items and join reward programs.
- Greeted customers and helped with product questions, selections and purchases.
- Supported efficient and timely replenishment of sales floor merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Increased sales and customer satisfaction through personalized servicing.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Trainer Instructor
Together Light Inc
Manila, Philippines
10.2023 - Current
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Collaborated with subject matter experts to create accurate training content.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Facilitated team-building exercises to foster collaboration between department members.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Implemented gamification techniques in training sessions, boosting learner engagement and participation.
- Facilitated workshops on advanced communication skills, significantly improving team collaboration.
Education
BBA - Business Administration And Management
Narsee Monjee Institute of Management Studies
Mumbai07.2025
Certification in Hotel Management - Hospitality Administration And Management
Oberoi Airport Services
Dum Dum International Airport08.2006
Skills
- Managing Diverse Team
- Excellent Leadership Skills
- Techniques to tackle Customer Satisfaction & Escalation
- Train the Trainer Efficiently
- Training Needs Identification
- Superb track record in developing and executing successful training programs
- Brilliant Presentation & Story Telling Abilities
- Excellent Public Speaking Skills
- Competent Knowledge of MS Office (Word, Excel, PowerPoint)
- Maintaining Training Program Master Data
- Training Data Dashboard Presentation
- Influencing Skills
- Stakeholder Management
- Distributing Learning Budget
- Pitch for Up-Sales
- Scheduling Training Sessions
- New hire on-boarding
- Time management
- Written and oral communication
- Instructor Evaluations
- Employee Engagement
- Activity-based learning
- Professional telephone skills
- Strategic learning solutions
- Professional appearance
- Professional rapport
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
My life is my message.
Mohandas Gandhi
Timeline
Trainer Instructor
Together Light Inc
10.2023 - Current
Lead Trainer
Insearch
07.2023 - 09.2024
Learning Professional
British Telecommunication Eserv India Private Limited
04.2015 - 12.2022
Senior Associate
Wipro BPO Private Limited
09.2008 - 12.2014
Restaurant Captain
Emirates Concorde Hotel & Residence
01.2007 - 04.2008
Assistant Waiter
Diplomatic Club
09.2006 - 12.2006
Trainee Waiter
Oberoi Airport Services
08.2004 - 08.2006
Retail Salesman
Planet Fashion
05.2004 - 08.2004
BBA - Business Administration And Management
Narsee Monjee Institute of Management Studies
Certification in Hotel Management - Hospitality Administration And Management
Oberoi Airport Services
Similar Profiles
Any HernandezAny Hernandez
Administrative Assistant at Insearch PropertiesAdministrative Assistant at Insearch Properties
Tobias ByrnesTobias Byrnes
Trainee Youth Leader Volunteer at Youth InsearchTrainee Youth Leader Volunteer at Youth Insearch
RAKESH DASRAKESH DAS
Senior Research Analyst at Global LogicSenior Research Analyst at Global Logic
Suptajyoti ChiruiSuptajyoti Chirui
Programmer Analyst Trainee at CognizantProgrammer Analyst Trainee at Cognizant
Subhayu KabirajSubhayu Kabiraj
Investment Banking Intern at Marquee EquityInvestment Banking Intern at Marquee Equity