Sagar Budhrani
Chennai
Summary
Result-oriented dynamic professional with a proven track record in designing and delivering impactful training programs and meeting sales targets. Possessing a solid background in training, E com sales and Customer service. I excel in creating engaging learning experiences that enhance participant skills and knowledge my approach combines theoretical understanding with practical application, ensuring effective learning outcomes.
Overview
13
13
years of professional experience
Work History
Assistant Manager - Training and Development
Teleperformance
Chennai
07.2024 - Current
- Spearheaded training function for 500 FTEs, enhancing onboarding and upskilling initiatives.
- Achieved training throughput of 90% while maintaining attrition below 10%.
- Ensured 100% certification compliance with quality scores at 90%.
- Developed training programs and created SOPs to enhance operational efficiency.
- Reduced bottom quartile performance from 30% to less than 15%.
- Optimized average call handling time by 40%, decreasing AHT from 360 minutes to 210 minutes.
- Facilitated cross-functional initiatives for knowledge sharing and best practices.
- Streamlined hiring process, improving throughput by 20% through seamless onboarding.
Training Lead
Startek
05.2023 - 06.2024
- Leading a team of 15 trainers.
- Delivering outstanding CSAT performance of 85%.
- Identify and assess training needs to develop tailored programs aimed at enhancing employee skills and performance.
- Championed ongoing learning and development initiatives, resulting in 20% increase in employee retention and a 15% rise in business performance metrics.
- Trainer Score card for 'Rewards & Recognition' and retain top talent.
- Trainer productivity tracker to ensure team is meeting goals and targets.
- Overseeing new hires program-onboarding and development journey.
- Maintain accurate records of training activities, attendance, and evaluations.
Process Trainer
Startek
04.2021 - 05.2023
- Successful design and completion of training programs: Content delivery and soft skills training for ~2k+ associates in 12 days of training period.
- Executed rigorous RAG & Dip Check analysis of ~70 batches to meet real-time operational metrics of CSAT @88% and RR scores @ 78%.
- Collaborate with other departments to identify training needs and coordinate cross-functional training initiatives.
- Stay informed about industry trends, updates, and changes in processes to ensure training materials are up-to-date.
- Mentored and coached ~2k+ new hires, fostering their professional growth and contributing to team success.
SMARTERBIZ ORGANISATION
05.2020 - 03.2021
- Conducted NHT batches for inbound and outbound process with certified modules shared by client.
- Governance and monitoring of training process on real time with the Team.
- Responsible for quality of certification and Training output in meeting the end-to-end throughput of 80%.
- Weekly refreshers conducted based on TNI points received from operation and quality teams.
- Evaluate the effectiveness of training programs through assessments and feedback, making adjustments as needed.
Marketing & Sales
THE HAPPY HEELS
01.2014 - 01.2020
- Coordinated with marketing and sales teams to create unified customer engagement campaigns across multiple channels.
- Supported teams by providing product information and participating in promotional activities.
- Expertise on product purchases and customer relations.
- Coordinated with marketing and sales teams to align right management strategies with business objectives.
- Identifying and finalizing new vendors for business requirement.
- Analyzing competition and constant upgrades to retain customers.
- Daily meetings with sales team to enhance the numbers on daily basis.
- Trained and mentored junior marketing and sales staff, enhancing team performance and productivity.
- Met and exceeded monthly sales targets by effectively promoting products and services.
- Negotiated deals with clients, securing profitable deals and meeting sales targets.
- Set individual and team sales targets, recognizing and rewarding outstanding performance.
- Ensuring smooth day to day operations at the store.
Sales Team Leader
Infosys
02.2013 - 08.2013
- Sales Coach managing team of 20 people.
- Take the escalations, barge calls and give feedback to the executives.
- Promoted as a sales coach and team leader.
- Won the sales award for the year as Bangalore site was leading.
Customer Support Associate
Infosys
07.2012 - 01.2013
- Achieving sales target of outbound calls on daily basis.
- Achieving the target of retention of subscribers on weekly basis.
- Awarded the star performer of the week.
- Excellent team player within the team in co-ordination activities.
- After 6 months promoted as a sales coach.
Education
B.COM - Distinction
Lucknow University
Lucknow01.2012
Class 12 - 1st Class
FC Inter College
Lucknow01.2009
Class 10 - 1st Class
ST Francis College
Lucknow01.2007
Skills
- Team leadership
- Training design and delivery
- Stakeholder management
- Operational excellence
- Relationship management
- E-commerce sales
- Sales strategies
- Employee engagement
- Cross-functional collaboration
- Coaching and mentoring
- Data analysis
- Microsoft Office proficiency
- Effective communication
- Strategic planning
- Problem solving
Personal Information
- Date of Birth: 09/17/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Religion: Hindu
Timeline
Assistant Manager - Training and Development
Teleperformance
07.2024 - Current
Training Lead
Startek
05.2023 - 06.2024
Process Trainer
Startek
04.2021 - 05.2023
SMARTERBIZ ORGANISATION
05.2020 - 03.2021
Marketing & Sales
THE HAPPY HEELS
01.2014 - 01.2020
Sales Team Leader
Infosys
02.2013 - 08.2013
Customer Support Associate
Infosys
07.2012 - 01.2013
B.COM - Distinction
Lucknow University
Class 12 - 1st Class
FC Inter College
Class 10 - 1st Class
ST Francis College
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