Yogesh Sivaperumal
Summary
I am an Apple Certified Sales Trainer with over 19 years of experience in designing and delivering training to enhance sales and customer experience .
I am a passionate individual and enjoy delivering my share of knowledge. I engage my audience with witty and impactful approach. I am a person who always takes up a results-driven approach.
Proven track record of enhancing team performance through developing and delivering comprehensive sales-service training programs and effective communication techniques.
Strong focus on collaboration, adaptability, and achieving measurable results. Known for excellent communication, leadership, and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Apple Certified Trainer (ASTA)
Apple India Private Limited (Freelance)
05.2015 - Current
- Facilitating product, sales & customer experience training for Apple Sales staff
- Training new recruits to build high-performance resources
- Developing modules focused on positioning Apple devices and its entire ecosystem
- Developing reference material for the sales team for future use
- Conducting sales and customer experience certification for sales staff
- Developed and led group training courses to align with corporate sales and service goals.
- Facilitated workshops focused on overcoming objections, closing deals, and building long-term client relationships.
- Ensuring and monitoring sales teams adherence to quality interactions with the customer
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Provided coaching, mentoring and conducted "Train the Trainer" sessions for Regional Trainers and certified them
- Managed regional trainers and took regular reports from them to check the effectiveness of training at the operation level
Freelance Trainer
ChannelPlay Pvt Ltd (ICICI Project)
04.2018 - 10.2018
- Delivered product refresher for Relationship Managers involved in selling the EDC (Electronic Data Capture) machines
- Conducted sessions on how to position the benefits of using ICICI's EDC machines compared to competitors
Business Development Manager
Sybrant Technologies Pvt Ltd
08.2014 - 05.2015
- Handling the global sales market including APAC, EMEA and India
- Quantifying market size, provide financial projections and evaluate competitive pricing strategies
- Proposing sales activities to improve the performance of the team with weekly and monthly sales reports
- Understanding client requirement (RFP/ RFI), preparing proposal, negotiation on MSA/Contract
- Taking care of NDAs, MSAs & other agreements Handling marketing initiatives like webinars
- Hiring and training business development executives, account managers, customer service managers and market research executives
Process Trainer
Tech Mahindra Business Services Pvt Ltd
01.2013 - 05.2014
- Conducting product and customer experience training for new hires and cross-skill batches for VHA (Vodafone Hutchison Australia)
- Implemented “The Bottom Quartile” managing a team of 27 employees towards the improvement of quality and efficiency
Training Officer
SERCO Global Services Pvt Ltd
06.2011 - 09.2012
- Mentoring line trainers on product training for Retail Telephony operations of Barclays Bank UK.
- Conducting product and process training across Mumbai and Noida contact centres
- Identifying agents with low CSAT scores and training them to improve their call quality
- Making arrangements for accreditation of the team members with onshore client
- Designing test modules for operations and training team
- Doing projects to curb the errors and improve customer satisfaction
- Identifying low performers and training them to meet company metrics
Line Trainer
SERCO Global Services Pvt Ltd
02.2010 - 06.2011
- Delivering product and process training to the new hires
- Conducting refresher training for operations
- Cascading all process update to existing and new team members
- Providing regular feedback to the trainees related to their performance
- Participating in call calibration with quality and operations teams
- Generating yield reports and monthly training performance dashboard
Senior Customer Service Executive
SERCO Global Services Pvt Ltd
12.2008 - 01.2010
- Resolving customers' queries and providing advisory services to customers of Barclays Bank UK
- Attending customer's calls and resolving their queries
- Mentoring new hires and ensuring they contribute to achieving the team's sales and service targets
- Providing support to the floor in terms of product, process knowledge and handling escalations
Customer Support Executive
Franklin Templeton Investments Pvt Ltd
03.2007 - 08.2008
- Resolving customers' queries and providing advisory services to customers (Inbound Customer Service - Domestic)
- Attending customer's calls and resolve their queries related to mutual funds
- Generating leads and helping to get more business to the company
Customer Support Executive
Astron Global Services Pvt Ltd
05.2006 - 02.2007
- Resolving queries of the customers and helping them to place orders for the products of R R Donneley Paper and Printing Products
- Attending customer's calls and resolve their queries in terms of their shipment
Customer Support Executive
Allsec Technologies Pvt Ltd
05.2005 - 05.2006
- Calling customers and retrieve their loan information
- Explaining the features and benefits of the company products
- Promoting the products and convincing to switch to our company's products
- Ensuring timely follow-ups for the application completion
Education
BBA -
Annamalai University
12.2014
Skills
- Excellent communication and interpersonal skills
- Strategic planner
- Effective time management skills
- Effective Problem solving skills
- Adult Learning Theories
- Soft skills training
- Coaching and mentoring
- Content Development
- People Management
- Customer Experience Improvement
- Performance assessment
- Team leadership
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Timeline
Freelance Trainer
ChannelPlay Pvt Ltd (ICICI Project)
04.2018 - 10.2018
Apple Certified Trainer (ASTA)
Apple India Private Limited (Freelance)
05.2015 - Current
Business Development Manager
Sybrant Technologies Pvt Ltd
08.2014 - 05.2015
Process Trainer
Tech Mahindra Business Services Pvt Ltd
01.2013 - 05.2014
Training Officer
SERCO Global Services Pvt Ltd
06.2011 - 09.2012
Line Trainer
SERCO Global Services Pvt Ltd
02.2010 - 06.2011
Senior Customer Service Executive
SERCO Global Services Pvt Ltd
12.2008 - 01.2010
Customer Support Executive
Franklin Templeton Investments Pvt Ltd
03.2007 - 08.2008
Customer Support Executive
Astron Global Services Pvt Ltd
05.2006 - 02.2007
Customer Support Executive
Allsec Technologies Pvt Ltd
05.2005 - 05.2006
BBA -
Annamalai University
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