Sidhant Yadav
Temp Trainner / SME
Delhi
Summary
Well-developed communication and customer service skills. client management, creating implementable frameworks & models for process related data analysis and planning thereby increasing process efficiency.
Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more years of related experience and superior planning and time management abilities.
Overview
11
11
years of professional experience
Work History
Temp Trainner
Concentrix
03.2023 - Current
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with subject matter experts to create accurate training content.
Contact Center Associate
Web help
12.2019 - 09.2023
- Handle calls & chats daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information.
- Handling the high-level escalations and giving them effective resolution.
- Handled and resolved user complaints through E-mails and Chats.
- Provide Training to new employees how to use the dashboard, entering merchant/customer data.
- Tracked employee Working hours and movements.
- Manage RTM & Share APR weekly with the team.
Customer Service Executive
Jindal Intellicom
07.2018 - 08.2018
- Handled an average of 150 customer inquiries per day via phone, email, and live chat, resolving 90% within the first point of contact.
- Created and maintained knowledge base articles to empower self-service and reduce customer wait times.
- Utilized CRM and ticketing systems to track customer interactions, manage caseloads, and prioritize urgent inquiries.
- Proactively identified and addressed customer pain points, providing tailored solutions to meet their specific needs.
Practitioner
Concentrix
09.2014 - 10.2017
- Assisted customers per day via phone, email, and live chat, resolving inquiries efficiently and effectively
- Evaluated customer feedback to identify areas for improvement and implemented strategies to address concerns
- Utilized CRM systems to track customer interactions, identify trends, and improve service delivery
- Maintained a high level of professionalism and empathy while handling escalated customer complaints and resolving complex issues
Education
Bachelor's in Arts - Arts
Deen Dayal Upadhyaya College, Delhi University
Karampura, Delhi08.2011
Skills
Training resources
Data interpretation using Excel
Chart creation
Performance tracking dashboard
Data-driven pivots
Staff training facilitation
Timeline
Temp Trainner
Concentrix
03.2023 - Current
Contact Center Associate
Web help
12.2019 - 09.2023
Customer Service Executive
Jindal Intellicom
07.2018 - 08.2018
Practitioner
Concentrix
09.2014 - 10.2017
Bachelor's in Arts - Arts
Deen Dayal Upadhyaya College, Delhi University