VARUN BHARDWAJ (9811108265)

• Implemented effective leadership techniques to supervise and evaluate the performance of a diverse staff, ensuring high-quality work standards and supporting employees in resolving challenges.
• Aided in the enhancement of TTCs by delivering feedback and organizing internal team sessions focused on transaction monitoring, SAR narration, KYC, and SAR creation.
• Streamlined operations through value addition and resolution of process pain points.
• Conducted monthly, personalized meetings with staff members. Provided valuable feedback, addressed concerns promptly while adhering to company policies, and ensured the documentation of all sessions, along with respective action plans.
• Achieved timely turnaround and consistently met or exceeded all FIU performance goals.
• Facilitated weekly client review meetings and service deck presentations.
• Responsible for creating value addition through simplification and standardization.

• Supported the process of recruiting and onboarding new staff
• Enhanced training programs based on evaluation results and feedback received.
• Delivered behavioral training to new hires on corporate etiquette, business writing skills, and time management with a focus on the Eisenhower Time Matrix.
• Led workshops focused on prioritizing, team management, and perseverance for newly appointed leaders at Wipro
• Supported knowledge management framework by integrating various programs, emphasizing employee journey
• Tracked attendance for the leadership program and reported the training outcomes.
• Led skill mapping exercise through 9-Box analysis, leading to targeted behavioral training initiatives.
• Delivered training on time management, work prioritization, corporate etiquette, feedback, and coaching as per skill mapping exercise.
• Effectively handled vendor relations by securing favorable payment terms through negotiations, ensuring prompt responses to inquiries, and quickly resolving any issues related to payments.
• Assisted with monthly internal and half-yearly external audits by providing necessary documentation and ensuring compliance with audit requirements.
• Suggested and enabled domain training through partner vendors for the key and top talent resources, hence assisting in performance matrix.
• Led the key critical resources and top talent initiative, delivering comprehensive behavioral and domain learnings to drive ongoing performance enhancement during an 8-month period. Progress was consistently monitored and reported to the client and key stakeholders.
• Exhibits mastery in MS PowerPoint, complemented by proficient use of both MS Word and Excel.
• Experienced in effective content creation using Articulate 3.
• Utilized the Sigma Computing Tool proficiently to improve the Time-to-Customer (TTC) metrics.
• Created process-specific training offerings calendar.
• Created dashboard based on trainings conducted to showcase coverage and impact on Sigma computing tool.
• Developed customized digital training material aligned with client and operational requirements using Articulate Storyline tool.
• Utilized Articulate Storyline tool to digitize SOPs through screen recording and narration.
• Achieved Lean Practitioner certification
• Identified and certified trainers through Train the Trainer sessions focusing on adult learning principles, coaching and feedback techniques, learner categories, progressive disclosure methods, and gamification strategies for trainee motivation.
• Developed and delivered leadership presentations to VP, SVP-level clients, and internal stakeholders during visits.
• Worked with the various teams on the client side to enable and meet hard requirements.

• Collaborated with trainers and experts to stay up-to-date on voice and accent training techniques.
• Customized training programs tailored to specific departmental or job role needs.
• Enhanced employees' pronunciation and accent by providing constructive feedback, guidance, organizing group activities, and facilitating exercises.
• Maintained up-to-date familiarity with the latest vocal techniques, trends, and industry standards through active involvement in professional development opportunities.
• Facilitated voice and accent training sessions for employees to boost their pronunciation clarity, intonation accuracy, and overall communication proficiency.
• Created and executed tailored training programs and resources, addressing the specific needs of both individuals and groups.
• Offered support and guidance to employees, enabling them to adapt their communication style based on cultural differences and various audience types.
• Guided employees through individualized coaching sessions to help them overcome language barriers and enhance their spoken English.
• Creating and delivering tailored training content for overcoming language and accent obstacles.
• Conducted extensive vendor training drives to assess and interview candidates who met the process requirement.
• Motivated trainees by setting achievable goals related to their personal development objectives.

• Meet or exceed individual and team performance metrics, including customer satisfaction ratings and response times.
• Assist customers with product information, pricing, and order processing.
• Handle a high volume of customer calls, emails, and chats, ensuring all customer interactions are documented accurately and thoroughly.
• Provide exceptional customer service by addressing customer inquiries and resolving issues in a timely and professional manner.
• Maintain a deep understanding of company products, policies, and procedures to effectively assist customers.
• To mentor new hires batches in on-the-job trainings and track their performance.
• KROs as the OJT Mentor.

- Maintaining PCA (Percentage of Calls Answered at >=95%)
- Meeting Overall SAT LEVELS (C-SAT at >=80% monthly)
- Maintaining AHT at - DISSAT Level at - Meeting Annualized Attrition Target of - Unscheduled Absenteeism - Meeting Accuracy Target (LCM – LIVE CALL MONITORING) of >=95% (Monthly)