Sai Puneeth Chinthala
Training Manager
Secunderabad
Summary
To work in challenging and professional environment for growth, career enhancement and want to work on a environment of the people development and interested over the skills development. Team-oriented self-starter bringing 7 years in training, staff development, management activities Exceptional communication, analytical and organizational skills.
Overview
7
7
years of professional experience
1
1
Certificate
3
3
Languages
45
45
years of post-secondary education
Work History
Training Manager
AEGIS CUSTOMER SUPPORT SERVICE PRIVATE LIMITED
Hyderabad
04.2024 - Current
- Handling team of 16 Supervisors
- 1 Assistant manger ,8 Quality analyst,6 Trainer & 1 QTL & 1 TTL under my span
- Streamline the process by implementing SOPs (Standard Operating Procedures) of Audit mechanism, process correction & improvement
- Conducting TTQ for new QAs to make them eligible for monitoring
- Generating Monthly Training & Quality reports
- Maintaining Weekly, Monthly PMS (performance system) of Team members Client Interaction daily & client engagement activity as MBR & WBR and training developments
- Analyzing calls to identify the root cause of complaints and ensuring that all Customers complaints and queries are resolved in defined time
- Organizing refresher training sessions for the team during briefing times
- Preparation and submission of periodic reports to client
- Ensuring complete satisfaction of the customers / clients
- Motivating each Team Member, guiding, monitoring their performance, and implementing corrective actions as required Identifying the Training requirements of each Team Member and providing the same in the appraisal sheets
- Gave Inputs as and when required to improve internal and external quality of service and increase client delight
- Daily interaction with other departments and function based development activities
- Project (OCOP): - Working on OCOP project with Aegis team to increase the OCOP conversion %, brought it to 55% from 25% within 4 months of the project, and got Appreciation from Client team for completing the project successfully
- Project on invalid SR: - Worked on a Project to reduce the invalid SR for HYD center and after project invalid SR % came down from 29 % to 6% within 20 days (about 3 weeks)
- Value Add-Clients- Have done project on value addition for the clients, a joint effort to do better in customer satisfaction
- VOC- Doing Project on Voice of Customer, highlighting the concerns/feedback/suggestions of the customers in a structure way
- External Quality: - Reduce the Gap between Client & BPO Audit through which organization attain long-term sustained competitive success, by creating and balancing value for all their stakeholders Always taking the initiative to prepare modules for refresher training and soft skill training
- FCR (First Call resolution) – Currently driving FCR project in IDFC wherein we are focusing to convince the customer for on call payment with different-different objection handling tool kits.
Assistant Training Manager
AEGIS CUSTOMER SUPPORT SERVICE PRIVATE LIMITED
Hyderabad
10.2022 - 03.2024
- Working as Managerial roles in the current organization and Handling 2 Sites at HYD and NDA with a team of 16 T&Q Supervisors
- 1 Assistant mangers ,8 Quality analyst,6 Trainer & 1 QTL & 1 TTL under my span
- Monitoring the SOP compliance and tracking the adherence of the activity through the governance calls and daily connects with the team
- Streamline the process by implementing SOPs (Standard Operating Procedures) of Audit mechanism, process correction & improvement
- Conducting special audits the activities driven by the T&Q Supervisors and validating the daily compliance activities of the team members
- Generating Monthly Training & Quality News letters
- Creating a monthly Review deck over the performance reviews and the best practices implemented by the team over the cycle period
- DRR based business activities to enhance the agent productivity and efficiency of the conversion
- Client Interaction daily & client engagement activity as MBR & WBR and training developments
- Organizing refresher training sessions for the team during briefing times
- Preparation and submission of periodic reports to client
- Ensuring complete satisfaction of the customers / clients
- Motivating each Team Member, guiding, monitoring their performance, and implementing corrective actions as required Identifying the training requirements of each Team Member and providing the same in the appraisal sheets
- Give Inputs as and when required to improve internal and external quality of service and increase client delight
- Repeat Project (OCOP): - Worked on NWW Repeat project with Aegis team to reduce the repeat call %, bring it down from 23% to 16% within 4 months of the project, and got Appreciation from Client team for completing the project successfully
- Project on invalid PTP : - Worked on a Project to reduce the invalid PTP for both the center’s and after project invalid PTP generation % came down from 29 % to 6% within 20 days (about 3 weeks)
- Value Add-Clients- Have done project on value addition for the clients, a joint effort to do better in customer satisfaction.
Training & Quality Team Leader
AEGIS CUSTOMER SUPPORT SERVICE PRIVATE LIMITED
Hyderabad
10.2021 - 10.2022
- Lead team of 10 Quality Auditors along with 500 advisors to achieve the process KPIs (Key Performance Indicators) and KRAs
- Supervising & Taking Process refreshers & Training for New Updates & Product
- IDFC & ICICI BFSI clients & Kotak sales
- Participate monthly call calibration session with QMC Team & Weekly calibration with clients
- Finding out the problems of associates providing resolution, providing training for their improvements
- Prepare Daily internal, NWW audit tracker and QMC Dashboard
- Flash weekly dashboard of repeat trending
- Prepare monthly TNI and efficacy report.
Specialist Trainer
AEGIS CUSTOMER SUPPORT SERVICE PRIVATE LIMITED
Hyderabad
04.2017 - 09.2021
- Handling NHIP batches & delivering the business required throughput
- BAU KPI’s TNI, Nesting performance, PKT, Attrition control panel & RYG analysis
- Clients and OPS engagement activities Internal Audits as per process requirement
- Daily Call monitoring along with feedback and coaching to the team
- Leading Process Improvement and Quality initiatives
- Creating Root Cause Analysis and Action plans for achieving targets and lead generation
- Coaching, Encouraging, Supporting, and motivating actively each team member
- Managing Escalation, Complaints, and training need time to time
- Carrying out team meetings Daily, Weekly and Monthly
- Governance / Reporting on weekly, Monthly and Quarterly basis
- Communicate with clients directly, if required.
Education
MBA - undefined
Osmania university
Graduate - undefined
Osmania university
Intermediate -
Board of Intermediate
Telangana 10th - undefined
SDAHS
Skills
Extremely professional in dealing with all levels of management & customers
Certification
Completed Six Sigma Principles an online non-credit course authorized by University System of Georgia and offered through Coursera.
Accomplishments
Best Team member and awarded 6 times and a top performer.
Timeline
Training Manager
AEGIS CUSTOMER SUPPORT SERVICE PRIVATE LIMITED
04.2024 - Current
Assistant Training Manager
AEGIS CUSTOMER SUPPORT SERVICE PRIVATE LIMITED
10.2022 - 03.2024
Training & Quality Team Leader
AEGIS CUSTOMER SUPPORT SERVICE PRIVATE LIMITED
10.2021 - 10.2022
Specialist Trainer
AEGIS CUSTOMER SUPPORT SERVICE PRIVATE LIMITED
04.2017 - 09.2021
MBA - undefined
Osmania university
Graduate - undefined
Osmania university
Intermediate -
Board of Intermediate
10th - undefined
SDAHS
Completed Six Sigma Principles an online non-credit course authorized by University System of Georgia and offered through Coursera.
Professional Snapshot
Competent professional with 7.1 years of experience, including over 6.8 years in Transaction Monitoring of Training and Quality.
Personal Information
- Date of Birth: 12/22/19997
- Gender: Male
- Hobbies: Playing cricket and a part-time graphic designer.
Awards
- Awarded as Best Training & Quality AM consecutively 3 months for IDFC Process and awarded Best Team leader Training & Quality lead on global level (India and Sri Lanka).
- Awarded as best crimson master in our global RNR program as a training lead.
Professional Snapshot
Competent professional with 7.1 years of experience, including over 6.8 years in Transaction Monitoring of Training and Quality.
Personal Information
- Date of Birth: 12/22/19997
- Gender: Male
- Hobbies: Playing cricket and a part-time graphic designer.
Awards
- Awarded as Best Training & Quality AM consecutively 3 months for IDFC Process and awarded Best Team leader Training & Quality lead on global level (India and Sri Lanka).
- Awarded as best crimson master in our global RNR program as a training lead.
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