Hi, I’m
Shikhar Srivastava
Senior Corporate Trainer
Summary
Dynamic and results-oriented Contact Center Trainer with 3.5 years of experience in designing and delivering training programs. Proven track record of enhancing customer service skills, improving employee performance, and boosting overall contact center efficiency. Dedicated to promote a culture of compliance, integrity, and accountability within organizations.
Seeking an opportunity to contribute expertise in training and development within the automotive industry.
Overview
3
years of professional experience
3
Certificates
Work History
IEnergizer Pvt Ltd.
Contact Center Senior Trainer
01.2023 - Current
Job overview
- Led the design, development, and delivery of comprehensive training programs for contact center representatives within the industry, focusing on customer service excellence, product knowledge, and sales techniques.
- Collaborated with stakeholders to assess training needs, establish learning objectives, and develop training strategies aligned with business objectives and industry standards.
- Managed a team of trainers, providing guidance, coaching, and performance feedback to ensure the effective delivery of training initiatives and the professional growth of team members.
- Conducted regular evaluations of training effectiveness through assessments, surveys, and performance metrics, implementing improvements to optimize training outcomes and drive employee engagement.
- Partnered with subject matter experts and departmental leaders to stay abreast of industry trends, product updates, and best practices, integrating relevant information into training curriculum as needed.
- Implemented learning management systems (LMS) and other technology solutions to streamline training administration, track learner progress, and measure training impact.
- Led train-the-trainer sessions and facilitated ongoing professional development for contact center trainers, fostering a culture of continuous learning and knowledge sharing.
- Supported the recruitment and onboarding process for new contact center employees, participating in candidate interviews, assisting with training logistics, and ensuring a smooth transition into the organization.
- Acted as a liaison between the training department and other business units, collaborating on cross-functional projects and initiatives to enhance overall organizational effectiveness.
IEnergizer Pvt Ltd.
Contact Center Trainer
06.2021 - 12.2022
Job overview
- Develop and implement training programs for contact center representatives, focusing on product knowledge, customer service skills, and sales techniques specific to the automotive industry.
- Conduct needs assessments to identify training gaps and areas for improvement, collaborating with management to establish training objectives and goals.
- Design engaging and interactive training materials, including presentations, manuals, and multimedia resources, to support learning objectives and maximize retention.
- Facilitate training sessions through various delivery methods, such as classroom instruction, virtual training, and on-the-job coaching, ensuring content is delivered effectively to diverse learner groups.
- Monitor trainee performance and provide constructive feedback and coaching to address skill deficiencies and promote continuous improvement.
- Evaluate training program effectiveness through assessments, surveys, and performance metrics, adjusting content and delivery methods as necessary to optimize outcomes.
- Maintain training records and documentation, tracking attendance, participation, and performance metrics to measure the impact of training initiatives.
IEnergizer Pvt Ltd.
Contact Centre Representative
12.2020 - 05.2021
Job overview
- Provided exceptional customer service and support to clients in the automotive industry, addressing inquiries, resolving issues, and processing orders in a timely and professional manner.
- Investigated and resolved trust and safety-related issues, including user violations, content removal requests, and fraudulent activities.
- Demonstrated proficiency in product knowledge, including product specifications, features, and pricing, to effectively assist customers with their purchasing decisions.
- Utilized CRM systems and other software tools to accurately document customer interactions, maintain records, and track sales and service activities.
- Consistently met or exceeded performance targets for call quality, customer satisfaction, and sales conversion rates, earning recognition for outstanding achievement.
- Participated in ongoing training and professional development activities to enhance skills and knowledge of industry trends, products, and services.
Education
The Oberoi Centre of Learning And DevelopmentNew Delhi
Systematic Training And Education Programme from Hotel Management
04.2001
IGNOU
Bachelors in Tourism Studies from Hotel Management
04.2001
Father Agnel SchoolNoida
High School Diploma
04.2001
Skills
Training and Development Leadership
undefinedCertification
Train the Trainer
Timeline
Contact Center Senior Trainer
IEnergizer Pvt Ltd.
01.2023 - Current
Contact Center Trainer
IEnergizer Pvt Ltd.
06.2021 - 12.2022
Contact Centre Representative
IEnergizer Pvt Ltd.
12.2020 - 05.2021
The Oberoi Centre of Learning And Development
Systematic Training And Education Programme from Hotel Management
04.2001
IGNOU
Bachelors in Tourism Studies from Hotel Management
04.2001
Father Agnel School
High School Diploma
04.2001
Train the Trainer
2022-08
Leaders as Coaches
2023-03
Project Management Foundation
2021-11
Similar Profiles
Akash ChouhanAkash Chouhan
Team Leader at iEnergizer Pvt Ltd.Team Leader at iEnergizer Pvt Ltd.
Aman SoniAman Soni
Chargeback/Dispute Analyst at Ienergizer Pvt. Ltd.Chargeback/Dispute Analyst at Ienergizer Pvt. Ltd.
Muskan TripathiMuskan Tripathi
Operations Team Lead at IEnergizer Pvt. Ltd, NoidaOperations Team Lead at IEnergizer Pvt. Ltd, Noida