S.A. Parth
Jaipur
Summary
Dynamic leader with a proven track record at Teleperformance, specializing in strategic learning and development initiatives. Achieved significant enhancements in training outcomes by mentoring teams and optimizing MSO, resulting in improved training KPIs. Expertise in collaboration and performance management drives impactful employee development and ensures high stakeholder satisfaction. Career goals include further elevating organizational performance through innovative L&D strategies. Innovative professional in workforce training and development, known for high productivity and efficiency in task completion. Possess specialized skills in instructional design, employee engagement strategies, and performance assessment tools. Excel using communication, adaptability, and leadership to foster learning environments that promote growth.
Overview
6
6
years of professional experience
Work History
Assistant Manager - Training and Development
Teleperformance
Jaipur
07.2022 - Current
- Managing Product, Process, and Behavioral Training.
- Managing a team of trainers across different sites, handling domestic and international LOBs, i.e. Voice, some, chat, and e-mail, etc.
- Implemented training improvements to achieve desired results.
- Designed training schedules for new and existing employees.
- Monitored trainer/employee progress during training sessions, and provided feedback when needed.
- Coordinated recruitment and placement of training program participants.
- Maintained an up-to-date database of all employees' training records, certifications, training dashboards, training review presentations, and scorecards.
- Implemented strategies for improving organizational performance through effective use of available resources.
- Consulted with senior leaders to develop and execute strategy and provide regular updates.
- Analyzed training needs to develop new programs or modify and improve existing.
- Communicated regularly with stakeholders regarding upcoming trainings, workshops, seminars.
- Monitor and evaluate the effectiveness of training programs.
- Maintain relationships with external training providers, clients, and other stakeholders.
- Collaborating with other departments to identify training needs.
- Assessed training needs through surveys, interviews with employees or focus groups.
Trainer
Teleperformance
Jaipur
08.2019 - 06.2022
- Company Overview: Teleperformance, Jaipur (Realme)
- Responsible for conducting the New Hire Training batch.
- Responsible for the refreshers conducted on the basis of TNI and BQ shared by the Quality team.
- To supervise all trainees from 0 to 30 days in order to achieve benchmarks for Quality, C-Sat, and FCR scores.
- To conduct the E-check for the entire floor, including support staff as well.
- To ensure all required IDs, like NT and Domain, client tool IDs are created for all agents in advance without any delays.
- To participate in quality calibrations and ensure 0% variance.
- To ensure all IT issues in training rooms are resolved on time.
- To conduct PKT for the entire floor.
- Handling all MIS reports, such as training dashboards, PKT reports, training attendance, refresher efficacy and 0-30 data.
- Launching initiatives to improve the process performance.
- Handling Client Communications.
- Creating WBR, MBR, QBR, and YBR decks and presenting them.
- Teleperformance, Jaipur (Realme)
Technical Support Executive
Teleperformance
Jaipur
09.2018 - 06.2019
- Company Overview: Teleperformance Jaipur (Huawei)
- Worked in Social Media Global LOB (Sep'18- Jan'19)
- Handled global Social Media channels like Twitter, Facebook, Instagram & Youtube, handled the customers and resolved their queries
- Spread awareness regarding the product to the customers
- Ensured Customer Satisfaction
- Received Best Global Social Media Champ
- Worked in Social Media India LOB (Feb'19-April'19)
- Handled Indian Social Media channels like Twitter, Facebook, Instagram & Youtube, handled the customers and resolved their queries
- Spread awareness regarding the product to the customers
- Ensured Customer Satisfaction
- Worked in E-mail LOB (May'19-June'19)
- Handled Email and resolved customer queries and concerns
- Teleperformance Jaipur (Huawei)
Skills
- MSO
- Leadership
- Interpersonal communication
- Performance Management
- Collaboration
- Mentoring
- Human resources
- L&D
Personal Information
Date of Birth: 01/09/99
Languages
- English
- Hindi
- Malayalam
References
Available upon Request
Location Preferences
Anywhere in India
Accomplishments
- TTT Certified from realme
- Certified Trainer from Trainer Foundation, Teleperformance
- Received multiple R&R for Best Trainer, Best AM Training, Gliding Light of the Month, etc.
Timeline
Assistant Manager - Training and Development
Teleperformance
07.2022 - Current
Trainer
Teleperformance
08.2019 - 06.2022
Technical Support Executive
Teleperformance
09.2018 - 06.2019
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