Yogesh Rajawat

Conducted interviews and oversaw onboarding for new hires and internal transfers.

Train new employees in voice, chat, and backend operations for US banking dispute and investigation processes.

Enhanced agent performance by creating and updating training materials that streamlined processes.

Identified underlying issues and delivered targeted training sessions to improve performance.

Ensured accurate maintenance of data and training records

· Trained new hires on travel processes and GDS (Global Distribution Systems).

Disseminated newsletters to keep new and existing employees informed.

Optimized AHT, call quality, and CSAT scores by assisting in nesting batches

Utilized DSAT analysis techniques for identifying core problems and offering timely recommendations for improvement.

Educated newly hired personnel in the areas of banking KYC and sales protocols.

Managed the creation and execution of process knowledge exams for employees at all levels.

Ensured effective information dissemination of process updates and changes among colleagues.

Managed training records and performed administrative and IT-related tasks.

Ensured smooth onboarding process for newly hired individuals in a top credit card firm.

Offered support and guidance to individuals during the Nesting phase.

Ensured continuous monitoring of call quality and AHT.

Enhanced and maintained instructional materials.

Delivered effective and engaging training sessions through various platforms.