Tahir Dar

Roles and responsibilities.

1). Strategic Leadership - Training Acceleration (STP) Project - 50% Reduction in Learning Curve.

• Targeted Training Design: Created a precision-focused curriculum integrating six months of incoming volume data, allowing an 80/20 approach that prioritized high-impact scenarios. By incorporating realistic simulations for each key scenario, engagement levels were elevated by 70%, ensuring associates were immersed in practical, high-relevance training.
• Performance Milestones & Real-Time Feedback: Set weekly benchmarks, including surveys and quality assessments, with immediate feedback during training phases, accelerating proficiency by 50%, and closing skill gaps effectively.
• Structured OJT & Mentorship: Established on-the-job training with a 1:10 mentorship ratio, offering immersive, hands-on experience to seamlessly bridge training and live operations.

2. Simulation Environment Development for Quality Assurance.

• Collaborated with tech to create 77 realistic scenarios, enabling associates to gain practical experience before moving to live operations.
• Outcome: Increased OJT quality from 40% to 95% proficiency, enhancing performance consistency and operational readiness among associates.

3. High-Volume Ramp Management for Rapid Expansion Initiatives.

• High-Speed Onboarding: Directed onboarding for 200+ associates per ramp, coordinating trainer assignments, logistics, and content preparation. Achieved 75% client-set targets by maintaining training quality and efficiency under high-volume demands through cross-functional collaboration.
• Quality Assurance Initiative: Led quality enhancement projects, improving associates' meeting quality standards from 30% to 85% across the LOB.
• Process and Training Efficiency Improvements: Spearheaded 3 major initiatives to improve training practices and performance metrics, incorporating Voice of Employee (VOE) and stakeholder feedback to refine programs. Delivered regular performance and budget updates to senior management, promoting alignment and transparent communication across teams.

Roles and responsibilities.

• Managed Training Department: Led the training department for a key client at Teleperformance, overseeing a team of 2 managers, 1 senior manager, 3 leads, and 17 trainers.
• Directed Global Initiatives: Led 100% on-time completion of compliance courses across the globe, ensuring compliance with all business and legal metrics.
• Launched New Processes: Successfully introduced new processes, adding 3 Lines of Business (LOBs) and 2 new logos, resulting in a headcount increase of over 90. Achieved the highest Customer Satisfaction (CSAT) scores for 3 consecutive quarters across these LOBs.
• Enhanced Training Quality: Implemented simulation and gamification assessments, significantly improving engagement and effectiveness, which elevated new hire quality scores from 84% to 93%.

Roles and Responsibilities-

• Spearheaded Skill Launches: Led the rollout of 12 skill programs across Amazon locations, including Hyderabad and Noida, covering US Phones, UK Phones, UK MU, ABG, and Rosetta Stone.
• Training Team: Led a high-performing team of 14 trainers and 12 Development Support Trainers (DSTs), optimizing new hire training programs and significantly enhancing delivery and performance.
• Determined Training Needs: Assessed training requirements for 8 businesses through surveys, interviews, and focus groups, analyzing quality issues to develop actionable improvement plans.
• Developed Training Programs: Designed, organized, and evaluated training programs, improving trainer scores from 3.5 to 4.8 and managing onboarding for 1870 Customer Service Associates (CSAs) with 7 training rooms.
• Optimized Training Efficiency: Managed trainer occupancy and room availability, and completed 12 projects to enhance business processes and training duration efficiency, improving speed to proficiency.

Roles and responsibilities.

• New Hire Training: Orchestrated a dynamic onboarding programs for new hires by incorporating 3 steps-checklist for the NH journey, Contacts for help and Leaders speak connect-
• Training Needs Analysis: Executed 3 TNI, TNA, and TNE for diverse PI programs with precision, improving the business from 42 to 86 CSAT in 2 weeks.
• Job-Specific Training: Delivered and supervised 32 targeted training programs tailored to specific job functions.
• Carried out extensive evaluations of over 100 individuals using diverse methodologies, such as surveys, assessments, and interviews.
• Developed and maintained 12 program bases training materials, including job aids, handouts, and presentations.
• Conducted 8 train-the-trainer sessions to ensure trainers are prepared to deliver courses effectively.
• Created 8 assessments to evaluate the effectiveness of training programs.

• Developed and implemented 18 comprehensive training program for new employees.
• Conducted three weekly assessments regularly to evaluate the effectiveness of training programs for 300 employees.
• Created and maintained an inventory of all training materials and resources.
• Language Instruction: Taught English as a Second and Foreign Language to 500+ students across batches.
• Training Documentation: Developed 36 comprehensive training repositories and conducted internal training sessions.
• Project Training: Delivered training on project background, objectives, and navigation.
• Project Management: Led the launch of 3 products, directly managing up to 100 agents, and coordinating with team leads.

Roles and responsibilities.

• Worked as Tier 1 support escalations.
• Oversaw 3 customer database accounts, conducted thorough verification processes, and efficiently processed applications, orders, and requests.
• Earned above 95% CSAT for new hires.

Roles and responsibilities.

• Scheduled on-road assistance service via online interface.
• Helped 14 new hire batches in training including company policies, services, training, process flow and operations.

• Technical process and services
• Serviced existing customer accounts and improved customer retention by 75%
• Performed efficient troubleshooting of account issues.
• Co-ordinated focus groups and customer satisfaction surveys
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• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Gathered customer feedback through surveys and used the data to improve customer service.