VIJAY DWIVEDI
Communication Trainer
Kanpur,UP
Summary
I am a professional with 12 years of rich experience in the areas of Training & Development, Sales and Operations (B2B & B2C both), Content Writing, Back-Office work, Business Development and Client Servicing. Proficient in managing branch operations, organizing promotional campaigns, building relationship with clients & achieving desired goals. Possess excellent Presentation, Training, Communication and Relationship Management & Team Building Skills with expertise in mentoring and managing back-office work. Experienced and skilled in ensuring SLAs and Contract Management is maintained across all the locations within the defined and controlled procedures as per compliance guidelines. Establishing relationship with regional/local management for new service requirements, services delivery & pre-requisites.
Overview
3
3
years of post-secondary education
12
12
years of professional experience
Work History
Communication Trainer
Cue Learn Private Limited
Bengaluru, Karnataka
03.2021 - Current
- Liaised between executives and entry-level workers, facilitating smooth communication and successfully achieving revenue goals.
- Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
- Developed new training programs such as language labs and online programs and provided ongoing training to staff.
- Decreased training time by designing effective new training programs.
- Verified proper tracking in newly created databases of all employees leaves, attendance, scores and overall performance.
- Wrote training manuals for employees according to strict company guidelines and protocols.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring and saving company revenue.
- Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity.
Training Manager
Rspl Group Ltd.
Kanpur, U.P.
01.2020 - 10.2020
- Conducted orientation sessions and organized on-the-job training for new hires.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Delivered new employee onboarding and training sessions.
- Directed training programs and development paths for managers and supervisors.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Managed all exempt employee coaching, training and performance improvement actions.
- Trained staff during demonstrations, meetings, conferences and workshops.
- Implemented new learning strategies depending upon employees' skill levels.
- Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
- Tested all training software and hardware prior to commencing training programs.
- Directed field training to enhance participants' skills.
Assistant Sales Manager
RHDL - A BPO Unit.
Kanpur, U.P.
07.2017 - 08.2018
- Building new strategies for Enhancing Revenue Generation.
- Content Writing.
- Wrote a complete new website for the company’s new business of Canadian Immigration (https://www.dreamdestinationcanada.com) And created various landing pages for Global Advertisement Campaigns.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Held weekly meetings to identify techniques to overcome sales obstacles.
- Generated sales report to help make effective decisions and sales plans.
- Managed and developed sales team consisting 40+ Sales associates.
- Conducted weekly sales meetings to discuss business opportunities and strategies and alleviate issues.
- Forecasted sales revenue and set successful policies to achieve sales objectives and related metrics within timeframe.
- Developed monthly team action plans and monitored progress.
- Process Engineering.
- Hired, trained and motivated sales and marketing professionals.
Lead Quality Analyst (Sr. Band 30)
American Express India Pvt. Ltd
Gurgaon, Haryana
09.2013 - 10.2015
- Client Service Management & High-Risk Audits.
- Responsible for successfully managing relationships between operations teams and Global Corporate Clients.
- Manage support levels on a rotational, 24/7 weekly basis.
- Consult and provide assistance to clients by providing accurate and timely resolutions regarding their issues within defined SLAs.
- Educating clients in relation to Global/regional corporate policies and procedures.
- Managing requests relating to legal document preparation, compliance approval processes and all servicing aspects for new or existing client account.
- Consult with other business units, regions and third party vendor staffs on implementations and continual maintenance of electronic remittances and data files [GL and KR data feeds].
- Act as the primary point of contact for internal and external clients by facilitating the implementation and testing of new products.
- Provided detailed end-to-end analysis of the financial data.
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Senior Technical Support Officer
HCL Technologies Ltd, Tier 2 Tech, AT&T
Noida, Sector-60, U.P.
07.2010 - 03.2012
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Retained existing clients and developed new accounts by extending high quality and efficient support service.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Assist with new employee training including process knowledge & services.
- Awarded as Star Performer of the month 3 times.
- Upsold products and services to increase company revenue.
- Awarded as Connectec champ for 5 months in a row and later promoted as a Connectec SPOC for the entire LOB and acting SME.
Manager
Oxford International
Kanpur, U.P.
05.2004 - 06.2010
- (Training and Placement).
- Creating Dedicated Training Modules.
- Completing the Vendor agreements with Companies for campus interviews.
- Organizing Job-fairs.
- Monitoring the training batches across all the locations.
- Increase market through new product launches and build training market.
- Interacting with clients on regular basis and ensuring that we get the maximum candidate selections for our institution.
Education
Bachelor of Arts -
C.S.J.M University
07.2008 - 05.2011
Skills
Public speaking
Current CTC
INR 7,80,000
Timeline
Communication Trainer
Cue Learn Private Limited
03.2021 - Current
Training Manager
Rspl Group Ltd.
01.2020 - 10.2020
Assistant Sales Manager
RHDL - A BPO Unit.
07.2017 - 08.2018
Lead Quality Analyst (Sr. Band 30)
American Express India Pvt. Ltd
09.2013 - 10.2015
Senior Technical Support Officer
HCL Technologies Ltd, Tier 2 Tech, AT&T
07.2010 - 03.2012
Bachelor of Arts -
C.S.J.M University
07.2008 - 05.2011
Manager
Oxford International
05.2004 - 06.2010
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