SYED TAYAB KASHANI
srinigar
Summary
Dynamic and results-driven Training Professional with proven expertise in designing, delivering, and evaluating training programs. Skilled in onboarding, process training, and performance coaching to enhance employee productivity and customer satisfaction. Adept at conducting audits, preparing reports, and ensuring compliance with organizational standards. Known for strong communication, facilitation, and mentoring abilities that inspire individuals to achieve both personal and organizational goals. Passionate about continuous learning and committed to building a culture of growth and excellence.
Overview
8
8
years of professional experience
Work History
Training Officer (II)
Teleperformance
01.2023 - Current
- Train new recruits and implement process improvements to enhance efficiency and sales performance.
- Conduct audits, provide feedback, and oversee team performance.
- Monitor sales representatives and improve customer retention (CSAT & RR).
- Generate reports, conduct quality checks, and ensure compliance with company sales policies.
LINE TRAINER
Teleperformance
01.2022 - 12.2022
- Played a key role in implementing new technology or equipment upgrades that resulted in increased efficiency on the production line.
Promoted worker safety by consistently enforcing established procedures and advocating for additional resources when needed.
Delivered training sessions to new hires and existing employees on process, tools, and company policies
Conducted onboarding programs and ensured smooth transition of trainees into production
Monitored trainee performance and provided feedback for continuous improvement
Created and updated training materials, SOPs, and knowledge base documents
Handled queries and provided real-time support during training sessions
Assessed learning outcomes through tests, quizzes, and practical evaluations
Coordinated with operations and quality teams to improve training effectiveness
Maintained training reports, attendance, and performance records
Conducted refresher training sessions to improve team productivity and quality
Customer Support Specialist
Teleperformance
mohali
07.2021 - 2022
- Monitored employee productivity, accuracy and adherence to defined processes using dashboards and reporting tools, enabling proactive action on delays affecting customer care.
- Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
- Handled escalated calls with professionalism, ensuring satisfactory resolution for both the customer and the company.
- Developed strong relationships with key customers, leading to improved retention rates and loyalty.
- Strengthened customer relationships through empathetic communication while maintaining professional boundaries.
- Identified trends in customer feedback and recommended improvements to management, enhancing service delivery.
- Streamlined support processes for improved efficiency and reduced response times.
- Continuously monitored team performance through KPIs, addressing any areas of concern promptly and effectively.
- Participated in regular performance evaluations, embracing constructive feedback to improve skills and enhance personal growth.
- Updated internal resources regularly to keep information current for both agents and customers alike, ensuring continued relevance in an ever-changing industry landscape.
- Supported cross-functional collaboration efforts between departments for seamless problem-solving involving multiple areas of expertise.
- Organized documentation of client interactions for easy reference by colleagues or supervisors.
Accounts Executive/ Sales Executive
01.2021 - 12.2021
Customer Senior Supervisor (KNE)
BHARTI AIRTEL
SRINIGAR
01.2018 - 12.2019
- Managed customer queries, provided solutions, and achieved high satisfaction rates.
- Oversaw sales and service operations, enhancing customer retention and loyalty.
- Began as customer support representative, promoted to KNE supervisor executive due to strong performance.
Education
B.COM -
ISLAMIA COLLEGE OF SCIENCE AND COMMERCE
Diploma In Computer Applications -
CYBEX COMPUTER INSTITUT
Skills
Customer Relationship Management
- Sales & Target Achievement
- Negotiation & Persuasion Skills
- Pharmaceutical Sales & Product Knowledge
- Marketing & Business Development
- Time Management & Organizational Skills
- Communication & Interpersonal Skills
- MS Excel
- MS Word
- MS PowerPoint
- Marg ERP Software
- Corporate Trainer
- Technical Support Executive
- Customer Support Specialist
- Process Trainer
- Operations Executive,Learning & Development (L&D) Professional
Languages
- English, Fluent
- Hindi, Fluent
- Urdu, Fluent
- Kashmiri, Fluent
Timeline
Training Officer (II)
Teleperformance
01.2023 - Current
LINE TRAINER
Teleperformance
01.2022 - 12.2022
Customer Support Specialist
Teleperformance
07.2021 - 2022
Accounts Executive/ Sales Executive
01.2021 - 12.2021
Customer Senior Supervisor (KNE)
BHARTI AIRTEL
01.2018 - 12.2019
B.COM -
ISLAMIA COLLEGE OF SCIENCE AND COMMERCE
Diploma In Computer Applications -
CYBEX COMPUTER INSTITUT