Summary
Overview
Work History
Education
Skills
Timeline

Vikas Verma

Summary

To be part of the development and delivery of highly effective purposeful staff and management education which aligns with the strategic initiatives of the organization and improve effectiveness.

Overview

14
14
years of professional experience

Work History

Assistant Manager

Avantha Business Solutions
12.2009 - 03.2016
  • Evaluate/Analyze and identify training needs to meet account/program objectives
  • Designing and developing the training programs
  • Planning and assessment of training programs
  • Provide timely feedback on all account training and instructional design to the trainers
  • Review and monitor all account training activities by trainers
  • Participate in reviewing the training SOPs and updating the same
  • Review existing New Hire Certification/re-certification/quizzing processes frequently and measure effectiveness
  • Monitor and control all account related training activities (planning and execution) in the site by the trainers
  • Responsible for an assessment of client training requests and implementation
  • Drive design, development and delivery of all ongoing, new-hire, re-training, and other programs and allocating resources required for the same
  • Research and experiment of new processes/systems to improve training function
  • Training Feedback Analysis for continual improvement in training function
  • Develop and deliver training on account issues/areas recommended by the Client in e-mails/conference calls
  • To participate in all relevant client calls and take the learning’s forward in
  • Training module development
  • Analyze customer satisfaction reports and quality reports periodically with to identify the training needs
  • Serco – Google Product Trainer for Google My Business campaign (3rd Nov’14 – 23rd Nov’15 )
  • Train New Hire batches for Google My Business campaign
  • Conduct Process & Product Training for new hires of batch strength of 20-25
  • Conduct online Product Knowledge Test, evaluate & publish dashboard for WBRs with stakeholders
  • Drive OJT & metrics basis lead conversion, productivity, login hrs.& quality scores
  • Participate in call calibration, quality parameters calibration with quality assurance
  • Design training calendar for all Google campaigns on soft skills trainings
  • Conduct Bottom Quartile sessions as per operations requirement basis TL inputs
  • Conduct TNI sessions basis quality report, customize the training content basis defects
  • Conduct floor support for call hygiene, take supervisor and appreciation calls
  • Conduct remote trainings GMB product training pan India at Google head office.

Language Coach

Ed-excel Group
Qingdao
01.2002 - 01.2005
  • Worked as English language coach for university students for kindergarten to 12 grades
  • Coach students on basic computer & IT skills as per the guideline provided by Ed-excel UK
  • Design assignments and assess candidates on their proficiencies & train them on employment skills
  • Assist all level English and business communication skills for employment
  • Conducted Spoken English competition for CCTV (National TV) for marketing division of the university.

Training Manager

MediBuddy vHealth
05.2017
  • Facilitate Virtual inductions & CRM training for CS/Sales
  • Periodic updation of training materials like manuals, Code of conduct, training dashboards, content etc
  • Conduct new hire training on product & process followed by 14-day OJT
  • Conducted TL accountability program assisting OJT for new hires to track progress
  • Facilitate managerial trainings monthly that support interactive and practical applications
  • Provided instrumental support during acquisition of vHealth by Medibuddy in driving business values across all verticals
  • Design & develop content on TNI, CSAT, Managerial Trainings etc
  • Drive training deliveries single handedly
  • Improvisation through implementing the feedback received from different stakeholders and take necessary steps
  • Influence the desired culture in the organization through various interventions & brainstorming
  • Manage the planning, design, and implementation / delivery of all learning and development requirements
  • Constantly seek innovative and technologically advanced methods of delivering learning
  • Ensure constant feedback & coaching to the team to upscale the performance of the team and the team members
  • Assess and identify organizational, departmental, and individual development requirements
  • Train and conduct refreshers for affinity sales trainers Pan India on product & process
  • Collaborate closely with stakeholders to ensure alignment and integration of strategies, projects and programs for successful implementation and results
  • VHealth by Aetna - Deputy Manager Training & Development (22nd May’17 -)
  • Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
  • Draw an overall or individualized training and development plan that addresses needs and expectations
  • Deploy a wide variety of training across verticals BCI & Code of conduct
  • Conduct effective induction and orientation sessions
  • Monitor and evaluate training program’s effectiveness, success, and ROI periodically and report on them
  • Create, Edit & Manage training content according to the varying needs across the organization
  • Provide opportunities for ongoing development
  • Participate in call calibration activities supported by quality & Ops team
  • Resolve any specific problems and tailor training programs as necessary
  • Maintain a keen understanding of training trends, developments, and best practices
  • Maintain new product repository with every new launch for training & references
  • Conduct online monthly PKTs & assess the areas of opportunity to cover gaps in sessions
  • Drive buddy program & share annual progress to impact & control new hire attrition.

Training Manager

Prithvee Propmart Pvt. Ltd
  • Train New Hire on Builder & Partner Projects with real estate terms & terminologies
  • Visit builder sites for thorough sensitization on projects with trainees
  • Conduct certification post training
  • Assess in terms of project knowledge, specifics, process, selling skills & confidence
  • Visit builder sites & check for advisors’ approach & hygiene to interact with clients
  • Trained SAs on builder projects like Supertech, Amrapali, Gaur & Wave Infratech
  • Conduct refreshers for bottom quartile of bottom performers.

I energizer Granada Services Pvt. Ltd
  • Send Invite for nominations from all Campaigns for S.E.E.D Training on Sales, Customer Service, Life Skills, Soft Skills, PD, Stress Management, Confidence Building and others
  • Design Modules and Develop relevant content including Case Studies, Icebreakers, Activities
  • Conduct Trainings on TTT, TTQ & TTL month on month
  • Conduct Voice & Accent sessions & assist with breaking down speech patterns into discrete units of sound
  • Trained & Coached both private voice & accent training as well as large classes
  • Demonstrated proper speech & accent techniques for new hires
  • Conduct Campus to corporate workshops for new hires for both domestic & international business processes
  • Develop SOPs and Presentations for internal HR trainings
  • Conduct Interviews for New Hires & coordinate in HR induction routine activities
  • Conduct Manager Essentials Workshops for Leaders, Managers & AMs & above.

Product Trainer, process trainer, Trainer (Freelancer)

energizer Granada Services Pvt. Ltd
  • Cum sales trainer for Homeshop18 sales process
  • Conduct training on the CRM, HS18 products, processes for 21 day new hire training
  • Conduct TNI sessions basis TNI reports shared by Quality dept
  • Facilitate internal & external certification for new hires post 30 days training
  • Drive OJT for 14 days post Ops handover single handedly to bring desired quality & touch industry benchmark, HCL BPO for Receptive Acumen as Voice & Accent, – 6 Months
  • Listen to calls on the operation floor
  • Provide feedback and conduct coaching sessions for the client partners on the floor to improve/ maintain the CPs language skills, soft skills, and call handling skills
  • Conduct language and voice & accent training for employees as per organization standards
  • Monitor and provide feedback for bottom performers
  • Ensure that the bottom performers move up the learning curve by means of special coaching sessions
  • Conduct on the floor interventions through coaching and feedback models as defined by function/program
  • Should have the ability to create flyers basis the observation on the call audits
  • Use the various learning tools to enhance spoken capabilities
  • Support OJT/Production Ramp by observing, measuring, and monitoring learners as needed
  • Maintaining and reporting audit/feedback/ coaching/ training records
  • Training new hires on Fundamental Skills of Grammar and Voice & Accent
  • Work with the operations stakeholders to implement and evaluate the communication skills, soft skills and call handling training programs
  • Evaluate trainees and obtain regular feedback from all the training done and update the supervisor on progress
  • Ability to create PPT for the management reviews
  • Identify bottom performers during audits and maintain their track record
  • Interview new hire prospects on language, voice and accent during their tenure

Skills Trainer

Aspire Empaneled Manav Rachna International University
  • 1 Year
  • Train FYE students on essential life skills like Presentation, Interview, Group Discussion, Active listening, Confidence building, Self-Management& English Language
  • Conduct Voice & Accent Sessions to improve vocal English communication ability
  • Design monthly assessments and evaluate
  • Provide feedback from collective to individual
  • Counseling Students on life & career selection issues

Sales Advisor

Convergys India Services
01.2011
  • Sales (Inbound) Citi NRI / Orange Pay as you go – 3.5 yrs
  • Top performer in driving sales of Credit Cards, credit protection, Watchdog, balance transfers & card activations
  • Topped CSAT charts & single handedly maintained team CSAT to > 85%
  • Overachieved sales targets & exceeded expectations in terms of quality and CSAT
  • Top Seller on the floor &self-record breaker sales achieved for the team
  • Designated as a most passionate sales advisor on floor
  • Undertook responsibility as a mentor for new joiners

Education

post graduate diploma - psychological counselling

Symbiosis International University
2023

Bachelor’s - sciences, Information Technology

2006

Diploma - Customer Service

Alison University

Skills

  • Skills, Knowledge and Abilities
  • Ability to Listen & motivate others
  • Ability to work with all levels of employees and maintain credibility, trust, and cooperation
  • Resolve conflict and handle sensitive employee situations
  • Maintain professionalism at all cost
  • Strong oral communication and presentation skills with ability to teach adults
  • Efficient to develop training materials and manuals
  • Certifications / Achievements
  • Certified (T3) workshop at Abearix Technologies, Janakpuri on Soft skills & Voice and Accent skills

Timeline

Training Manager - MediBuddy vHealth
05.2017
Sales Advisor - Convergys India Services
01.2011
Assistant Manager - Avantha Business Solutions
12.2009 - 03.2016
Language Coach - Ed-excel Group
01.2002 - 01.2005
Training Manager - Prithvee Propmart Pvt. Ltd
- I energizer Granada Services Pvt. Ltd
Product Trainer, process trainer, Trainer (Freelancer) - energizer Granada Services Pvt. Ltd
Skills Trainer - Aspire Empaneled Manav Rachna International University
Symbiosis International University - post graduate diploma, psychological counselling
- Bachelor’s, sciences, Information Technology
Alison University - Diploma, Customer Service

Similar Profiles

CREATE PROFILE
Vikas Verma