Summary
Overview
Work History
Education
Skills
Additional Information
Software
Certification
Interests
Artistic
Work Availability
Timeline
Yashpreet Malhi

Yashpreet Malhi

Corporate Trainer
New Delhi,Delhi
Don’t believe everything you think.
Byron Katie

Summary

Successful Corporate Trainer skilled at developing, implementing and optimizing corporate training programs. Data-driven leader with hardworking approach and clear focus on strengthening companies from inside out. Successful integrating multimedia strategies to diversify instruction and maximize success. Skilled Corporate Trainer with proven success closing gap between company needs and employee abilities. Forward-thinking, motivated and passionate about aligning teams with objectives. Highly organized, analytical and skilled at managing all administrative needs. Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time. Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience
6
6
years of post-secondary education
8
8
Certifications
3
3
Languages

Work History

Corporate Trainer

Koenig Solutions Pvt Ltd
New Delhi
07.2021 - Current
  • MIcrosoft Certified Trainer with a zeal to keep learning
  • Certified and conducting training for the following
  • Dynamics 365 CRM
  • Power Platform
  • MB 910, Mb 210, MB 220, MB 230, Mb 240, PL 900, PL 200
  • Next exam PL 300, PL 100, MB 260
  • Developed effective training manuals, modules and teaching aids.
  • Held demonstrations and one-on-one coaching sessions on use of Microsoft Dynamics 365 CRM.

SENIOR COLLECTION SPECIALIST

AMERICAN EXPRESS
01.2020 - 07.2021
  • Ensure max recovery on CM current accounts through inbound/outbound telephone contact
  • Endeavour to exceed metrics on transactional quality, compliance regulations and productivity as per goals
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Achieved performance goals on consistent basis.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Recorded all information regarding financial status of customers.
  • Processed payments and contracts on accounts.

SENIOR THRYV SERVICE SPECIALIST

PERSONIV
gurgaon
09.2019 - 09.2020
  • Strategies and create a holistic digital marketing plan that will compliment and add to their offline marketing strategy
  • Build and keep up a cohesive digital media presence for our brand
  • Supporting small business owners and business advisors with the software Thryv and its functionality, performance, to help improve their business
  • Worked with customers to understand needs and provide excellent service.
  • Identified issues, analyzed information and provided solutions to problems.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Participated in team-building activities to enhance working relationships.
  • Resolved problems, improved operations and provided exceptional service.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Prepared variety of different written communications, reports and documents.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.

Operations Specialist

PROMETRIC
Gurgaon
01.2019 - 09.2019
  • Supported proctors in testing labs throughout the world, worked on client's complains, observed DVR footage of different testing centers at the time of questions or complaints
  • Take ownership of concerns, following the proper escalation paths to make sure the problems are resolved in prompt and effective ways to meet customer service and Global Help Desk metrics
  • Worked on Salesforce
  • Assisted various departments with change by communicating new improvement plans and expectations.
  • Evaluated performance and policies against metrics.
  • Encouraged and promoted ideas aligned to business needs and benefits.

Voice and Accent Trainer

CONCENTRIX, VOICE AND ACCENT TRAINER
Gurgaon
06.2016 - 12.2018
  • Supported on both batch and non-batch mode in terms of Soft Skills and English percent
  • Non-batch mode: Support associates on floor in terms of audits shared feedback, conducted refreshers
  • Collaborate with operations and quality experts to organize training for bottom quartile
  • Improvise audit sheets and keep enhancing floor support
  • Created training modules and assessments for the floor candidates to measure their performance level Also, hired candidates for voice and non-voice process
  • Conducted non process based trainings required by the client
  • Met needs of different students by adapting teaching materials and methods.
  • Helped students meet course goals by establishing clear objectives for lessons, units and projects.
  • Organized activities to promote learning and increase student enjoyment.
  • Conducted classes and workshops for students on special topics of interest.
  • Helped clients set and achieve health and wellness goals.
  • Conducted needs assessments or surveys to determine interest in or satisfaction with wellness and fitness programs, events or services.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Carried out day-to-day duties accurately and efficiently.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.

PRODUCT CONSULTANT

CVENT
Gurgaon
01.2015 - 12.2016
  • Worked independently on projects for dedicated Enterprise clients and manage RFPs based on chat transcript
  • Implement the information provided by the client and suggest RFP to hotels or other venues
  • Track time spent on projects and update venue information on the websites
  • Conducted audits for venues on a monthly basis
  • Worked closely with university professors to present Cvent University course for students who are based outside of the states
  • Worked on Salesforce
  • TECHNICAL QUALIFICATION
  • Good Knowledge of MS Dynamics 365 and still thrive to learn more
  • Worked on a couple of semi tech processes, can run basic troubleshoots on system and mobile phones
  • Working and worked on Saas programs like Microsoft Dynamics 365 CRM (current), Salesforce, Otis, Merlin, Citrix
  • Hands on experience with people management.
  • Demonstrated products to help customers try out offerings before making purchases.
  • Assisted customers with product needs and introduced new store offerings.
  • Established long term customer relationships by using effective communication and active listening skills.
  • Helped identify product gaps and opportunities to improve product position in market.
  • Worked directly with stakeholders and customers to understand competitive landscape.
  • Compiled and analyzed customer data and reports to prepare for on-site engagements.
  • Attended trainings and workshops to learn about new products and then shared this information with customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Communicated professionally with colleagues, freelancers and clients.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Customer Service Executive

American Express
Gurgaon
03.2014 - 07.2014
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Informed customers of upcoming promotions and deals to boost sales.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Corresponded with delinquent customers to collect payments and make billing arrangements.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Recommended products to customers, thoroughly explaining details.
  • Updated account information to maintain customer records.

Customer Support Agent

Convergys
Gurgaon
12.2011 - 03.2014
  • Semi Tech process included network troubleshooting and billing
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Processed customer adjustments to maintain financial accounts.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Updated account information to maintain customer records.

Education

Bachelor of Arts - English Literature

Satyawati Evening College, Delhi University
07.2007 - 09.2013

Skills

    Training assessment

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Additional Information

  • PERSONAL DETAILS

Software

Microsoft Dynamics 365 CRM

Power Platform

Salesforce Citizen User

Cisco Citizen User

Merlin Citizen User

Otis Citizen User

Certification

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

Interests

Music

Reading

Travel

Artistic

Being a person with a curiosity for everything, I have tried my hands on the activities below:

- Painting

- Debates

-Poems

-Cooking

-Making Soaps and Handwash

-Chocolates


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Modern Classroom Certified Trainer (MCCT)

09-2022

Microsoft Dynamics 365 Sales Functional Consultant

07-2022

Microsoft Dynamics 365 Marketing Functional Consultant

07-2022

Microsoft Dynamics 365 Customer Service Functional Consultant

07-2022

Microsoft Dynamics 365 Field Service Functional Consultant

07-2022

Microsoft Power Platform Functional Consultant

05-2022

Microsoft Power Platform Fundamentals

10-2021

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

09-2021
Corporate Trainer - Koenig Solutions Pvt Ltd
07.2021 - Current
SENIOR COLLECTION SPECIALIST - AMERICAN EXPRESS
01.2020 - 07.2021
SENIOR THRYV SERVICE SPECIALIST - PERSONIV
09.2019 - 09.2020
Operations Specialist - PROMETRIC
01.2019 - 09.2019
Voice and Accent Trainer - CONCENTRIX, VOICE AND ACCENT TRAINER
06.2016 - 12.2018
PRODUCT CONSULTANT - CVENT
01.2015 - 12.2016
Customer Service Executive - American Express
03.2014 - 07.2014
Customer Support Agent - Convergys
12.2011 - 03.2014
Satyawati Evening College - Bachelor of Arts, English Literature
07.2007 - 09.2013
Yashpreet MalhiCorporate Trainer