Shashi Kharatmal
Dombivli
Summary
- An Experienced Business Excellence, Quality and Training. Looking for a job in a reputed firm to lead an example and utilize immense experience in leading a team towards its objectives.
- Obtain a position in an organization where I can maximize my experience in a challenging environment to achieve corporate goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Business Development & Training Manager
Brain Wonders
09.2023 - Current
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Reduced onboarding time for new hires through the development of effective orientation modules.
- Conducted research and analysis of learning needs of employees to develop targeted training programs.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Coordinated technical training and personal development classes for staff members.
Sr. Manager for Training and Quality
ICCS PVT LTD
04.2023 - 09.2023
- Handling the team of Training and Quality
- Lead the definition and delivery of large business improvement projects through the application of Six Sigma and Project Management
- Taking care of recruitment, Employee KRA, Training and monitoring a process to execute the business requirements
- Overseeing Operations Quality and Shared Service Quality
- Ensuring successful Compliance Certification Audits both internal and external
- Managing Quality audits, Calibration, and metrics reporting as per the SOPs
- Alignment of organizational metrics to Excellence frameworks
- Provides training project leadership and mentors Operational Excellence team members
- Analyze data, forecast, and set targets to ensure we are on the path for delivery
- Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints
- Prepares call center performance reports by collecting and analyzing call agents data
- Evaluates individual performance reviews and overall team effectiveness with upper management
- Helps on job associates with challenging customer service issues and Sales issues
- Monitors team performance and provide tools if necessary
- Determines call center operational strategies by evaluating team results and objectives
- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems
- Presents monthly process action plans and objectives.
Quality & Training Manager
Athena BPO
06.2020 - 04.2023
- Lead the definition and delivery of large business improvement projects through the application of Six Sigma and project management tools
- Preparing action plans for the team members, implementing it and tracking the progress
- Responsible to conduct Training as per the Training programs & certify NHT
- Collecting feedback from associates, Supervisors & Quality Monitoring team to identify new training needs
- Maintain & update Training Materials as per the updates
- Assist with the development of Training Manuals, modules and curriculum courses
- Responsible for Training Initiative & Activities to control Attrition
- Co-ordination with the Clients to meet their needs & wants
- Providing Training to the Agents for different processes
- Conducting Training for Supervisors & upper-level employees for their skills enhancement
- Interaction with Operations & Quality team to help them to achieve their targets with the help of Training
- Assisting other Training Colleagues for Initiative which helps to build Team Spirit
- Floor Walk to support the new certified agents till they are comfortable with the system & environment
- Call Listening & SBS to share one on one feedback which helps to improve the Agent performance
- Participation in Internal & External Calibration, TL briefing & Quality briefing
- Launching Training Calendar for every month activity & conduct the same as per the schedule mentioned in the training calendar which consists of BQM Refresher, TNI Refresher, PKT Online Test, Sales Training, Soft Skills Training & Customer Service Training
- Adapting innovative techniques for Training
- Mentoring & monitoring refresher agents for better productivity
- Playing Lead role in Review (Internal & External) to justify Quality & Training Department
- Mentoring & monitoring Trainer for better productivity
- Tracking Quality & Trainers daily activities & guiding them accordingly
- Preparing action plans for the team members, implementing it and tracking the progress
- Preparation & compilation of Daily, Weekly & Monthly MIS reports
- Conducted Internal Certification for Quality & Training team
- Handling NHT team absents of Trainer
- Accountable for improving quality and efficiency of the team
- Conducting Quality induction for new batches and for refresher of New QA's and Trainers
- Preparing action plans for team members, implementing it and tracking the progress
- Actively identify potential risks & issues relating to the delivery of projects
- Preparation & compilation of Daily, Weekly & Monthly Quality reports
- Conducted Internal Certification for the New Quality and Trainer
- Work closely with internal leadership to implement and deliver process improvements within Operations verticals
- Accountable for improving quality and efficiency of the team.
S r . Quality Analyst. (Inbound/Outbound-Insurance)
VIZTAR INTERNATIONAL PVT LTD.
08.2017 - 03.2020
- Handling team of 5 QA's
- Monitoring live and remote calls on quality parameters set by the company (As per sale and non-sale call)
- Responsible to conduct Training as per the Training programs & certify NHT
- Meet the KRA benchmark
- Responsible for Training Initiative & Activities to control Attrition
- Co-ordination with the Clients to meet their needs & wants
- Providing Training to the Agents for different processes (Reliance General Insurance, Max Life Insurance, HDFC Life Insurance)
- Conducting Training for Supervisors & upper-level employees for their skills enhancement
- Interaction with Operations & Quality team to help them to achieve their targets with the help of Training
- Assisting other Training Colleagues for Initiative which helps to build Team Spirit
- Floor Walk to support the new certified agents till they are comfortable with the system & environment
- Call Listening & SBS to share one on one feedback which helps to improve the Agent performance
- Participation in Internal & External Calibration, TL briefing & Quality briefing
- Launching Training Calendar for every month activity & conduct the same as per the schedule mentioned in the training calendar which consists of BQM Refresher, TNI Refresher, PKT Online Test, Sales Training, Soft Skills Training & Customer Service Training
- Adapting innovative techniques for Training
- Doing ATA ( Audit The Auditor) and Internal Process Audit
- Preparation & compilation of Daily, Weekly & Monthly MIS reports
- Conducted Internal Certification for the new batches
- Handling NHT team absents of Trainer
- Accountable for improving quality and efficiency of the team
- Conducting Quality induction for new batches and for refresher of New QA's and Trainers
- Preparing action plans for team members, implementing it and tracking the progress
- Conduct TTT (Train The Trainer).
Education
High School Diploma -
Swami Vivekanand
Chembur03.2013
Skills
- New hire on-boarding
- New Employee Training
- Program Optimization
- Coaching and Mentoring
- Project Management
- Leadership training
- Team direction
Personalstrength
Hardworking, Dedicated, Ready to Accept challenges.
Languages
English
Hindi
Marathi
Keyarea
- Sales
- Pre Sales
- Customer Service (Inbound & Outbound)
- Lead Generation
- Data Analysis - Business Development
Educationqualification
- HSC - 2013
- MCVC - 2014
Contactno
9324400211
Emailid
kharatmal10@gmail.com
Personal Information
Total Experience: 7 years (BPO and Corporate)
Disclaimer
I do hereby declare that the particulars of information and facts stated herein above are true, correct and complete to the best of my knowledge and belief.
Certification
- Certified Six Sigma Green Belt - [2023]
Timeline
Business Development & Training Manager
Brain Wonders
09.2023 - Current
Sr. Manager for Training and Quality
ICCS PVT LTD
04.2023 - 09.2023
Quality & Training Manager
Athena BPO
06.2020 - 04.2023
S r . Quality Analyst. (Inbound/Outbound-Insurance)
VIZTAR INTERNATIONAL PVT LTD.
08.2017 - 03.2020
High School Diploma -
Swami Vivekanand