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
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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