Suresha M
Mysore
Summary
Highly skilled and experienced Trainer with 11+ years of expertise in developing and delivering training programs on diverse topics, including leadership, communication, customer service, and more. Proven ability to facilitate workshops and simulations, conduct needs analysis, and design tailored training programs. Skilled in using diverse teaching methods, leveraging technology to enhance learning, and providing ongoing support to participants. Extensive experience in assessing training needs, developing curricula, and implementing evaluations to measure program effectiveness. Collaborated with subject matter experts to ensure content accuracy and relevance.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Trainer
Axis Bank
Bengaluru
02.2019 - 01.2020
- Trained inside sales representatives on essential sales skills (product presentation, effective probing, sales pitch, objection handling, closing sales) to improve revenue generation and customer interactions.
- Conducted New Hire and refresher training sessions through classroom, OJT, one-on-one, and group discussions, enhancing employee readiness and engagement.
- Conducting online assessments and mock call certifications for New Hires, and ensuring a decent throughput from every batch.
- Conducted online assessments for product knowledge on a monthly basis for all lines of business, pulled reports, and shared scores with LOB heads and stakeholders.
- Trained inside sales teams on product knowledge, processes, and effective communication techniques.
- Hosting Morning Huddles, along with the Team Leads & QAs, daily and updating the teams with their performance statistics and if there is any new update in the process or product that they sell.
- Identifying BQ(Bottom Queue) performers, monthly-wise, and nominating them for PIPs(Performance Improvement Plans(PIPs), conducting refresher training.
- Coached employees under PIPs, provided daily feedback, and monitored performance to ensure successful completion of targets within the designated timeframe.
- Monitoring/Auditing calls of the sales associates(Live/recorded calls, SBS (Side-By-Side or Remote Auditing), sharing effective feedback, and setting expectations on the areas of improvements.
- Achieving the End-To-End throughput to meet the set KRAs(Key Result Areas) along with Sales Revenue.
Trainer
Aegis Limited
Bengaluru
10.2016 - 06.2018
- Training new batches of 25 trainees on communications, Product & Process for a period of 20(working) days.
- Conducting their classroom certification and ensuring every trainee is up to date, with regards to the process knowledge, and system tool navigation, and sending them to the production floor (only those who get certified).
- Conducting Assessments (Knowledge Retention Test, online), periodically (weekly, mid & final assessments.)
- Facilitated role-plays following the completion of each learning module.
- Assisted trainees with system navigation tools, providing hands-on practice to enhance learning.
- Updated Daily Report (attendance, RAG report on behaviour, communication, tool navigation skills, call handling) and shared with HR team and training heads.
- Coordinated transport logistics for trainees, ensuring timely arrivals and departures.
Engineer - Customer Support
Cisco Systems, India Pvt. Ltd.
Bengaluru
09.2015 - 08.2016
- Assisted end users with service queries via inbound and outbound calls, emails, and online chat.
- Taking ownership of the case tickets(both technical and non-technical) until resolution.
- Reopened cases and coordinated with respective teams for follow-up until resolution.
- Addressed customer account management queries, requests, and issues regarding service subscriptions.
Officer - Operation Support
Tesco HSC
Bengaluru
04.2013 - 08.2015
- Assisted customers and business staff with maintenance-related queries and requests via phone, enhancing response times and satisfaction.
- Monitoring and maintaining computer systems and networks.
- Communicated with staff through phone and email to address inquiries and provide information, facilitating smoother operations.
- Delegated tasks to maintenance engineers, technicians, and electricians, ensuring timely completion of maintenance jobs.
- Training and guiding new joiners (5-10 members batch) as and when they are recruited.
Executive - Sales Support
Aegis Limited
Bengaluru
11.2011 - 04.2013
- Achieved monthly performance targets, earning recognition through various incentives and awards.
- Supported customers via phone, email, and chat in tracking sales orders for Lenovo laptops and desktops, ensuring timely updates on delivery status.
- Handled customer retentions by processing cancellations, returns, and refunds, maintaining customer satisfaction during order modifications.
Tech Support Representative
Microland
Bengaluru
01.2010 - 03.2011
- Achieved high customer satisfaction through effective communication and support during technical inquiries.
- Set up new user accounts and profiles while resolving password issues to enhance user experience.
- Installed and configured Belkin modems, routers, and other networking devices to ensure seamless connectivity for users.
- Replaced faulty components to resolve hardware or software issues.
Customer Support Representative
Mphasis
Bengaluru
03.2007 - 11.2007
- Resolved customer queries, complaints, and requests, contributing to higher customer satisfaction.
- Ensured high-quality customer support to maintain positive client relationships.
- Achieved assigned targets while delivering exceptional customer support to enhance client trust.
- Created service requests (SR) and provided customers with SR number and SLA details, ensuring transparency in support processes.
- Handling Inbound Calls from customers.
Education
Bachelor of Commerce -
S.E.A. Institute of Science, Commerce and Arts
Bengaluru12.2011
P.U.C. -
Government P.U. College
Kikkeri04.2005
S.S.L.C.(10th) -
Government High School
Dandinashivara03.2003
Skills
- Employee training
- Curriculum development
- Training initiatives
- E-learning delivery
- Assessment methods
- New hire onboarding
- Needs assessment
- Trainer development
- Subject matter expertise
- Presentation skills
- Public speaking
- Communication skills
- Interpersonal skills
- Problem solving
- Adaptability to change
- Sales coaching
Hobbies and Interests
- Singing & Playing a few musical instruments (Keyboard, Harmonium & Harmonica).
- Health & Fitness Freak.
- Occasional Trekker.
- Travelling and exploring new places, especially monuments and historical sites.
- Presenting/Narrating stories.
Extracurricular Activities
"Diploma in Intense Acting Course" from Tent Cinema Acting Institution, Bengaluru.
Trained in intense acting in physical theatre and on camera.
Participated in theatre plays as the lead actor.
Performed in street plays and short films.
Guest appearance in a couple of serials (Kannada).
Trained in Carnatic and Hindustani Classical music.
Personal Information
- Date of Birth: 05/26/88
- Gender: Male
- Nationality: Indian
Languages
English
Advanced (C1)
C1
kannada
Native
Native
Hindi
Upper Intermediate (B2)
B2
Certification
150-Hour Advanced TEFL/TESOL Course
Timeline
Trainer
Axis Bank
02.2019 - 01.2020
Trainer
Aegis Limited
10.2016 - 06.2018
Engineer - Customer Support
Cisco Systems, India Pvt. Ltd.
09.2015 - 08.2016
Officer - Operation Support
Tesco HSC
04.2013 - 08.2015
Executive - Sales Support
Aegis Limited
11.2011 - 04.2013
Tech Support Representative
Microland
01.2010 - 03.2011
Customer Support Representative
Mphasis
03.2007 - 11.2007
Bachelor of Commerce -
S.E.A. Institute of Science, Commerce and Arts
P.U.C. -
Government P.U. College
S.S.L.C.(10th) -
Government High School