Siddhant Shekhar
Patna
Summary
Dynamic Process Trainer and seasoned Customer Associate with a proven track record at Tech Mahindra, adept in training program development and enhancing employee engagement. Leveraged MS Office and active listening to elevate training outcomes, achieving a 99% quality rate. Recognized for exceptional leadership and teamwork, consistently meeting critical performance metrics. Knowledgeable Training Specialist successful at developing and overseeing site-based and online training programs. Decisive and disciplined professional with personable style and thorough approach.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Process Trainer
Tech Mahindra LTD
Noida
08.2022 - Current
- Handled multiple batches at a single time during training.
- Created and maintained comprehensive documentation related to process training activities.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Identified areas where additional process instruction was necessary and created supplementary materials accordingly.
- Devised programs to develop executive potential among employees in lower-level positions.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
- Monitored trainee progress throughout the course of their program and provided additional support as needed.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Created and implemented training programs to fill requirements.
- Different sets of queries based on communication, device action, home automation, media, and productivity were qualified and provided several training sessions to new hires.
- Also helped new agents in their onboarding process, from completing their compliance documents to the final date of onboarding.
- On a regular interval, keep up with the new updates, and share them with the team.
- Completing my KRAs on time.
Customer Associate
Tech Mahindra
Noida
04.2021 - 08.2022
- Enhancing the database for Google Assistant through the PQU process.
- Completing the SLA/KPI-set target daily.
- Maintaining 99% quality, AHT, and production hours to achieve the set target.
- Supported SMEs on several occasions, as and when required.
- Always being a team player, and supporting my colleagues.
- I received appreciation from the Operations Manager, team leaders, and SMEs on several occasions for my performance.
- I attended many sessions with a quality team to improve the query for a better approach.
- Delivering results that have a direct impact on the achievement of results within business operations.
- Approximately 300 queries are attempted every day.
- I worked as an expert and provided feedback to the raters.
- Worked effectively in team environments to make the workplace more productive.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
Sales Executive
Captain Zack
Patna
12.2018 - 06.2019
- Company Overview: Subsidiary of Em & Em Personal Care
- Identify new customers by searching online business listings, following leads from existing clients, and attending trade shows and conferences
- Contact new and existing customers to explain the products and how they benefit pets
- Carefully monitor contacts, promotional activities, and sales volume
- Help customers select pet food and accessories to meet their pet's needs, product specifications, and regulations
- Emphasize product features and explain the capabilities and limitations of the products
- Answer customers’ questions about product prices and availability
- Negotiate prices and terms of sales and service agreements
- Prepare sales contracts and submit orders for processing
- Collaborate with colleagues to exchange information, such as selling strategies and marketing information
- Follow up with customers to make sure that they are satisfied with their purchases
- Give demonstrations that highlight the beneficial qualities of the product
- Subsidiary of Em & Em Personal Care
Customer Service Executive (CSE)
SpiceJet Airline
Pune
06.2015 - 11.2015
- Reservation Counter: Booking Tickets, Handling Passengers queries like seat availability, fare, baggage irregularity report, seat assignment
- Check-In Counter: Updating FIDS
- Providing Boarding passes to the passengers
- Taking charge of screened check in baggage
- Answering queries
- Checking Photo Id proofs
- Giving hand baggage tags
- Assisting them to the gate
- Announcements
- Boarding Gate: Scanning Boarding passes of the passengers of the relevant flight
- Coordinating with ramp staff regarding if all passengers boarded
- Announcements
- Ramp Staff: Loading and unloading of baggages and cargos during chocks on to chocks off
- Assisting passengers
- Arrival: Taking arrival documents from cabin crew and assisting passengers to the arrival baggage belt
- Resolving queries of passengers
- Announcements
- BMA (Baggage makeup area): Handling and Loading baggage of passengers for their respective flights
- Immigration: Passenger’s Reconciliation
- Helping and assisting passengers at immigration counter
- Announcements
- Passengers Appreciation several times
- Awarded 'Certificate Of Merit' for NAVITAIRE
- Awarded 'Certificate of Merit' for Initial course in Dangerous Goods Regulations
- Approved by DGCA
Management Trainee
Trident Tec labs Pvt. Ltd
05.2012 - 06.2012
- Understand the trend of EDA in the market
- Understand customer’s need and expectation and ensure their satisfaction
- As per the customer feedback
- Understand the client and customer requirement and suggest them suitable solution
Education
AHS - Aviation and Hospitality Services
Frankfinn Institute of Airhostess Training
01.2015
PGDM -
ISBS
01.2013
B.com -
MIT
01.2011
H.S.C -
Loyola High School
01.2008
S.S.C -
Baldwin Academy
01.2006
Skills
- Windows
- MS Office
- Word
- PowerPoint
- Excel
- Training design
- Employee engagement
- Coaching and mentoring
- Video recordings
- Training program development
- Team building
- Active listening
- Leadership development
- Online training
- Teamwork
- Curriculum development
Accomplishments
- Passengers Appreciation several times.
- Awarded 'Certificate Of Merit' for NAVITAIRE.
- Awarded 'Certificate of Merit' for Initial course in Dangerous Goods Regulations. Approved by DGCA.
- Achieved twice Pat on the Back award
- Achieved 5 bravo awards till date
- Received Ace Memento
Extracurricular Activities
Successfully completed an intensive program on BUSINESS ETIQUETTE AND GROOMING by Mr. Minocher Patel, Founder Director, Ecole Solitaire. Opportunity to visit and study 'International Business Exposure Program' in Lyon (France) a part of MBA studies. Successfully completed the one day program Peter Drucker For Student offered by Prism Center of learning pvt ltd. operating under the license from Claremont Graduate University’s Drucker Institutes. Participant of Rock Climbing and rope balancing in OMT of Indira College. Won 2nd prize in Bourn vita Quiz Contest. Received 'Customer Interaction Program' certificate at Frankfinn.
Hobbies and Interests
- Swimming
- Physical Fitness
- Table Tennis
- Movies
- Music
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Technicalsummary
Windows, MS Office (Word, PowerPoint, Excel)
Personal Information
- Passport Number: K1764095
- Date of Birth: 06/22/90
- Marital Status: Single
Certification
- Successfully completed Training on TSA and got certified.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Process Trainer
Tech Mahindra LTD
08.2022 - Current
Customer Associate
Tech Mahindra
04.2021 - 08.2022
Sales Executive
Captain Zack
12.2018 - 06.2019
Customer Service Executive (CSE)
SpiceJet Airline
06.2015 - 11.2015
Management Trainee
Trident Tec labs Pvt. Ltd
05.2012 - 06.2012
- Successfully completed Training on TSA and got certified.
AHS - Aviation and Hospitality Services
Frankfinn Institute of Airhostess Training
PGDM -
ISBS
B.com -
MIT
H.S.C -
Loyola High School
S.S.C -
Baldwin Academy
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