Vysakh Dilipkumar
Communication Assessor
Bengaluru
Summary
Dynamic training specialist with over 4 years of experience driving impactful training and support initiatives in a fast-paced environment. Proven ability to foster strong relationships with stakeholders while mentoring and guiding teams to achieve production goals. Committed to cultivating a culture of continuous learning and development, ensuring alignment with organizational objectives and delivering exceptional service.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Communication Assessor
ANZ Banking Group
10.2024 - Current
- Conducted training sessions for new hires focused on communication skills, soft skills, and customer interaction etiquette to ensure readiness for live operations
- Led screening and recruitment assessments to identify communication gaps and recommend suitable candidates for client-facing roles
- Provided On-the-Job Training (OJT) and call monitoring support during the initial ramp-up phase, offering real-time feedback and coaching
- Managed stakeholder communication across operations, training, and quality teams to align expectations and performance standards
- Maintained detailed assessment reports and dashboards to track progress, highlight risks, and support decision-making
- Managed workload effectively by prioritizing tasks according to deadlines while maintaining attention to detail in all aspects of the assessment process.
- Provided targeted coaching and mentorship to underperforming agents, leveraging data-driven insights to craft personalized improvement plans
ANZ GoBiz Customer Service Expert
ANZ Banking Group
04.2024 - 10.2024
- Negotiated loan terms with borrowers to provide favorable rates and loan structures
- Conducted outbound calls to proactively identify customer needs and offer solutions
- Assessing complex financial statements such as profit and loss, balance sheet, and cash flow statements
- Trust and company verification
- Facilitating and completion of customer KYC through different channels
- Performed a risk assessment that identified and prioritized security vulnerabilities, allowing for the implementation of corrective measures to reduce risk
Learning and Development Specialist
OSB India Private Limited
01.2020 - 08.2023
- Training Needs Analysis: Collaborate with managers, HR, and other key stakeholders to assess the training needs of employees and the organization as a whole.
- Learning Program Design: Developed, designed, and customized learning programs and materials for employees at all levels. This includes in-person, online, and blended learning solutions.
- Learning Delivery: Facilitated and delivered training sessions, workshops, and e-learning programs, ensuring they are engaging, relevant, and aligned with business goals.
- Evaluation and Feedback: Evaluated the effectiveness of learning initiatives using various methods (e.g., surveys, assessments) and made improvements based on feedback.
- Performance Management: Worked closely with managers to provide coaching, mentoring, and support for employee performance improvement through learning programs.
- Knowledge Management: Maintained and updated internal resources, databases, and learning management systems (LMS) to ensure up-to-date learning content.
- Compliance and Standards: Ensured that learning programs comply with internal policies, industry regulations, and legal requirements (if applicable).
- Leadership Development: Designed and implemented leadership development programs to build a strong pipeline of future leaders within the organization.
- Onboarding Programs: Developed and managed effective onboarding programs for new employees, ensuring they are equipped with the skills, knowledge, and resources to succeed in their roles.
- Employee Engagement: Created engaging learning experiences that not only improve job-related skills but also contribute to overall employee satisfaction and retention.
- Cross-Functional Collaboration: Work closely with other departments (e.g., HR, IT, and Operations) to integrate training programs into broader organizational strategies and systems.
Senior Underwriting Telephony Support, Senior Underwriting Telephony Support
OSB India Private Limited
12.2018 - 01.2020
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Excellent communication skills, both verbal and written. Worked flexible hours across night, weekend and holiday shifts.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
- Built strong relationships with lenders, brokers and clients for constructive communications.
Senior Underwriting Telephony Support
OSB India Private Limited
04.2018 - 09.2018
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Excellent communication skills, both verbal and written. Worked flexible hours across night, weekend and holiday shifts.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
- Built strong relationships with lenders, brokers and clients for constructive communications.
Underwriting Telephony Support
OSB India Private Limited
11.2016 - 04.2018
- Member of the pilot process and had traveled to the United Kingdom for process migration.
- Assisting brokers queries and solicitor queries and liaising with the underwriting team at head office
- Training of all new hires with OJT support
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Cultivated interpersonal skills by building positive relationships with others.
- Proved successful working within tight deadlines and a fast-paced environment.
Customer Service Representative
OSB India Private Limited
04.2016 - 11.2016
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Was selected as the customer service champion and required to travel to United Kingdom for process migration (Underwriting Telephony Support)
Education
Bachelor of Commerce -
Annamalai University
07.2020
Diploma - Hospitality Management
Auckland University of Technology
12.2013
12th - undefined
Bhavans Varuna Vidyala
03.2004
10th - undefined
Saraswathy Vidyanikethan
03.2002
Skills
- Proficient in prioritizing tasks
- Project Implementation Expert
- Underwriting Expert
- Skilled in communication strategies
- Project management specialist
- Experienced in management practices
- Customer experience specialist
- Process Migration Expert
Timeline
Communication Assessor
ANZ Banking Group
10.2024 - Current
ANZ GoBiz Customer Service Expert
ANZ Banking Group
04.2024 - 10.2024
Learning and Development Specialist
OSB India Private Limited
01.2020 - 08.2023
Senior Underwriting Telephony Support, Senior Underwriting Telephony Support
OSB India Private Limited
12.2018 - 01.2020
Senior Underwriting Telephony Support
OSB India Private Limited
04.2018 - 09.2018
Underwriting Telephony Support
OSB India Private Limited
11.2016 - 04.2018
Customer Service Representative
OSB India Private Limited
04.2016 - 11.2016
Diploma - Hospitality Management
Auckland University of Technology
12th - undefined
Bhavans Varuna Vidyala
10th - undefined
Saraswathy Vidyanikethan
Bachelor of Commerce -
Annamalai University
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