Advanced Office Excel Skills
Kotipatruni Sivakumar
Regional Technical Training Manager
Hyderabad
Summary
Results-driven professional offering a progressive, 12 years of Technical Training, Customer Service & VOC Management experience. Expertise in Power BI, M,S Office, L & D Tools, Various CRM Systems. Proven leader ready to make hard decisions and counsel companies to long-term success. Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager with advanced understanding of training needs for each department.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Regional Training Manager
realme Mobile Telecommunications (India) Private Limited
Hyderabad, Telangana
12.2022 - Current
- Conducting NPI & Refresher Trainings to the 400+ Service Partners, Call Center Staff & After Sales Repair Engineers of 950+ on monthly basis.
- Implemented new learning strategies depending upon employees' skill levels. Delivered new employee onboarding and training sessions via Zoom / O-Learning Tool.
- Weekly Assessment & Training Coverage monitoring through Learning Tool. Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Monitoring of Repair cost & maintenance of After Sales Service, Customer Service Delivery.
- Reviewed and edited all training materials for accuracy and company policy compliance. Conducted training courses and prepared videos for long-term use.
Regional Training Manager
Xiaomi Technology India Private Ltd.,
Hyderabad
02.2019 - 08.2021
- Handled 250+ Service Partners & 600+ Staff in AP & Telangana, as Regional Technical Training & Support.
- Conducting a periodic Trainings to the ASP & ASC teams to ensure product knowledge is shared with each Field team (NPI & Refresher Trainings)
- Delivered new employee onboarding and training sessions via Xiaomi Online Training Tool.
- Tested all training software and hardware prior to commencing training programs.
- Participated in Beta Testing Program for new product/OTA for MiUi devices & Apprised twice for reporting high numbers for Bugs during the Beta testing program in 2020
- Analyzing & publishing performance reports to field team for accelerating the KPI Achievement & TAT
- Helping Field team on various reports & reviews on daily basis & sharing the same with all concerns to take appropriate action to fill the gap of the service delivery
- Managed all exempt employee coaching, training, and performance improvement actions.
- Coordinated technical training and personal development classes for staff members.
Technical Training Manager
Reliance Jio Infocomm limited.,
VIjayawada, Andhra Pradesh.
08.2015 - 02.2019
- Managed new employee orientation training process for more than 200+ employees each year.
- Training Incaharge for JIo Device Care (Device After Sale Support for Jio Devices) .
- Played an instrumental role in development of RIL - CRM, SAP Client 442 & 447 system along with end-user training support.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Delivered new employee onboarding and training sessions via Vidyo.
- Product Quality Testing and Support Pre / Post - Launch.
- Implemented new learning strategies depending upon employees' skill levels.
- Managed time efficiently in order to complete all tasks within deadlines.
- Customer VOC Handling and Support along with NHQ Team.
- Skilled at working independently and collaboratively in a team environment.
- Products Handled LYF Smart TV’s, Jio Phone, LYF smart Phones, IOT Devices, IP Settop Box.
Area Customer Service Manager
Magicon Impex Pvt. Ltd.
Hyderabad, Telangana
02.2015 - 08.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Responsible of operation of service centers in Andhra Pradesh & Telangana region
- Periodic ASP visit and audit to avoid service escalations
- Follow up with L4service on daily basis for returning the repaired devices in time back to L2 service centers
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
CS Quality Uplift Engineer
Samsung India Electronics Pvt Ltd.,
Vijayawasa, Andhra Pradesh
11.2012 - 02.2015
- Technical Support (Voice) in Mobile Product for AP, Telangana, Karnataka States of South Region (INDIA)
- Product Trainings Technical / Non-Technical – AP, Telangana, Karnataka States of South Region (INDIA)
- Product Quality Escalations Reporting to CS Regional Office South Region (INDIA).
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Products Handled – Hand Held Products, Laser Printers, Laptops & Note Books.
- Resolved problems, improved operations and provided exceptional service.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Communicative English Trainer
ILM Bangalore
Namakkal, Tamilnadu
04.2012 - 10.2012
- Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
- Taught English language to 1st ~ 10th Standard students at RGR International School, Namakkal, Tamilnadu .
- Employed diverse teaching approaches to help students of all abilities understand material.
- Encouraged participation by maintaining positive attitude and proactively engaging students in activities and lessons.
- Sourced optimal curricula and developed lesson plans to fully cover target material for each course.
Computer Instructor
Nexgen Computers.
Srikakulam, Andhra Pradesh
01.2010 - 02.2012
- Set up computers and networking systems and delivered step-by-step instructions on basic use.
- Expertise in software & hardware systems repair, Installation & Assembling
- Communicated with students to discuss progress and need for tutoring and extra assistance.
- Delivered engaging curriculum through diverse methods of classroom instruction, computer lab activities and online learning systems.
- Performed troubleshooting, repair, and maintenance of computer systems, hardware & peripherals.
- Provided field technical support district wide for AP Govt Project across Higher Education School systems.
Education
Bachelor of Science - Biotechnology,
Andhra University
Vishakapatnam, Andhra Pradesh, 06.2009 - 04.2012
Diploma In Medical Lab Technician (DMLT) - Medical Laboratory Technology,
St.Mary‘s Lab Technical Institute
Srikakulam, Andhra Pradesh, 06.2007 - 04.2009
Intermediate - Biology
Govt. Junior College For Boys
Srikakulam, Andhra Pradesh, 06.2005 - 04.2007
High School Diploma -
Govt.High School
Etcherla, Srikakulam, 06.2004 - 04.2005
Skills
Customer Relationship Management (CRM)
Customer Service Operations
Call Center Operations & Training Delivery
VOC Complaint Handling & Resolving
Training Delivery - L & D Solutions
Data Analysis & Analytical Skills
On-the-job training proficiency
Training material development
Process and performance improvement
Innovative program development
Progress assessments & Performance evaluation
CRM Handled - GSPN, Jivi CRM, RIL SAP Client 442 & 447, XMS, RCSM
Adopting & Deployment of new Systems
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Awarded for best Performance of the Year 2017, 2018 Consecutively
- Apprised & Rewarded twice for reporting high numbers for Bugs during the Beta testing program in 2020 got Title of Bug King.
Software
SAP Client 442 & 447
Customer Relationship Management (CRM)
MS Office
Certification
Certified Device Care Trainer, Reliance Jio Infocomm Ltd.,
Interests
Learning languages
Travel
Timeline
Regional Training Manager
realme Mobile Telecommunications (India) Private Limited
12.2022 - Current
Regional Training Manager
Xiaomi Technology India Private Ltd.,
02.2019 - 08.2021
Certified Device Care Trainer, Reliance Jio Infocomm Ltd.,
12-2018
Technical Training Manager
Reliance Jio Infocomm limited.,
08.2015 - 02.2019
Area Customer Service Manager
Magicon Impex Pvt. Ltd.
02.2015 - 08.2015
CS Quality Uplift Engineer
Samsung India Electronics Pvt Ltd.,
11.2012 - 02.2015
Communicative English Trainer
ILM Bangalore
04.2012 - 10.2012
Computer Instructor
Nexgen Computers.
01.2010 - 02.2012
Bachelor of Science - Biotechnology,
Andhra University
06.2009 - 04.2012
Diploma In Medical Lab Technician (DMLT) - Medical Laboratory Technology,
St.Mary‘s Lab Technical Institute
06.2007 - 04.2009
Intermediate - Biology
Govt. Junior College For Boys
06.2005 - 04.2007
High School Diploma -
Govt.High School
06.2004 - 04.2005