Experience

Astute Management Solutions & Services Private Limited

• India
• Financial Services
• 1 - 100 Employee

• Manager: Training And Quality

  • Dec 2022 - Present

  Ahmedabad, Gujarat, India • A professional responsible for overseeing and managing the training and quality assurance processes within an organization. • Ensuring that employees are equipped with the necessary skills and knowledge to perform their jobs effectively while maintaining high standards of quality in products or services. • Training Program Development: Designing and implementing comprehensive training programs for new hires and existing employees. This involves identifying training needs, creating… Show more • A professional responsible for overseeing and managing the training and quality assurance processes within an organization. • Ensuring that employees are equipped with the necessary skills and knowledge to perform their jobs effectively while maintaining high standards of quality in products or services. • Training Program Development: Designing and implementing comprehensive training programs for new hires and existing employees. This involves identifying training needs, creating training materials, and organizing training sessions. • Quality Assurance: Establishing and maintaining quality standards for products, services, or processes. Conducting regular audits and inspections to ensure compliance with these standards. • Performance Evaluation: Assessing employee performance through various methods such as evaluations, tests, or simulations to identify areas for improvement and training needs. • Feedback and Coaching: Providing feedback to employees regarding their performance and offering coaching and support to help them improve. • Continuous Improvement: Identifying opportunities for process improvement and developing strategies to enhance the overall quality and efficiency of operations. • Data Analysis: Analyzing training and quality data to identify trends, issues, and areas of improvement. • Training Delivery: Delivering training sessions or workshops personally, or coordinating with subject matter experts to conduct training sessions. • Team Management: Managing a team of trainers or quality assurance professionals and providing guidance and support to ensure their effectiveness. • Collaboration: Collaborating with other departments or teams to ensure alignment between training programs and organizational objectives. • Compliance: Ensuring that employees follow company policies, industry regulations, and safety standards. Show less



Trikon Telesoft Solutions Pvt Ltd

• India
• Telecommunications
• 1 - 100 Employee

• Quality Analyst & Trainer

  • Apr 2022 - Nov 2022

  Ahmedabad, Gujarat, India 1. Conducting training sessions: Organizing and delivering sales training programs to improve the team's knowledge and expertise in sales methodologies, product knowledge, customer engagement, objection handling, and closing techniques. 2. Creating training materials: Developing training materials, resources, and presentations to support the training sessions and ensuring that the content is relevant and up-to-date. 3. Coaching and feedback: Providing individual coaching and feedback to… Show more 1. Conducting training sessions: Organizing and delivering sales training programs to improve the team's knowledge and expertise in sales methodologies, product knowledge, customer engagement, objection handling, and closing techniques. 2. Creating training materials: Developing training materials, resources, and presentations to support the training sessions and ensuring that the content is relevant and up-to-date. 3. Coaching and feedback: Providing individual coaching and feedback to sales representatives, identifying areas for improvement, and offering constructive advice to enhance their performance. 4. Role-playing exercises: Conducting role-playing exercises and simulations to help sales professionals practice their skills in a safe environment and gain confidence in real-world scenarios. 5. Sales process improvement: Collaborating with sales managers and leadership to identify areas for process improvement and develop strategies to optimize the sales cycle. 6. Monitoring progress: Tracking the progress of sales representatives after training to assess the effectiveness of the training program and make any necessary adjustments. 9. Motivation and inspiration: Keeping the sales team motivated and inspired to achieve their goals through ongoing encouragement and recognition of their successes. 10. Perform call monitoring and provide trend data, quality reports, and feedback to Director, Member Connect. 11. Participates in the design of call/email monitoring formats and quality standards. 12. Use a quality monitoring data management system to compile and track performance at team and individual levels. 13. Participates in Call Calibration programs to identify customer needs and expectations. 14. Coordinates and facilitates call calibration sessions for call Center staff. Show less



PANDIT VENTURES PRIVATE LIMITED

• India
• 1 - 100 Employee

• Executive Audit & Training

  • Jun 2019 - Apr 2022

  Ahmedabad Area, India 1. Conducting training sessions: Organizing and delivering sales training programs to improve the team's knowledge and expertise in sales methodologies, product knowledge, customer engagement, objection handling, and closing techniques. 2. Creating training materials: Developing training materials, resources, and presentations to support the training sessions and ensuring that the content is relevant and up-to-date. 3. Coaching and feedback: Providing individual coaching and feedback to… Show more 1. Conducting training sessions: Organizing and delivering sales training programs to improve the team's knowledge and expertise in sales methodologies, product knowledge, customer engagement, objection handling, and closing techniques. 2. Creating training materials: Developing training materials, resources, and presentations to support the training sessions and ensuring that the content is relevant and up-to-date. 3. Coaching and feedback: Providing individual coaching and feedback to sales representatives, identifying areas for improvement, and offering constructive advice to enhance their performance. 4. Role-playing exercises: Conducting role-playing exercises and simulations to help sales professionals practice their skills in a safe environment and gain confidence in real-world scenarios. 5. Sales process improvement: Collaborating with sales managers and leadership to identify areas for process improvement and develop strategies to optimize the sales cycle. 6. Monitoring progress: Tracking the progress of sales representatives after training to assess the effectiveness of the training program and make any necessary adjustments. 7. Sales tools and technology: Familiarize the sales team with the latest sales tools, software, and technology to streamline their processes and improve productivity. 9. Motivation and inspiration: Keeping the sales team motivated and inspired to achieve their goals through ongoing encouragement and recognition of their successes. 10. Perform call monitoring and provide trend data, quality reports, and feedback to Director, Member Connect. 11. Participates in the design of call/email monitoring formats and quality standards. 12. Use a quality monitoring data management system to compile and track performance at team and individual levels. 13. Participates in Call Calibration programs to identify customer needs and expectations. 14. Coordinates and facilitates call calibration sessions for call Center staff. Show less



C-Metric

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Process Coordinator

  • Apr 2016 - Jun 2017

  Gandhinagar 1. Collaborate with project managers and stakeholders to develop a comprehensive project plan, including defining project scope, objectives, deliverables, timelines, and resource requirements. 2. Allocate tasks and responsibilities to team members, ensuring that each team member understands their roles and responsibilities in the project. 3. Regularly monitor the progress of the project and its individual tasks. Identify and address any potential delays or roadblocks that could hinder the… Show more 1. Collaborate with project managers and stakeholders to develop a comprehensive project plan, including defining project scope, objectives, deliverables, timelines, and resource requirements. 2. Allocate tasks and responsibilities to team members, ensuring that each team member understands their roles and responsibilities in the project. 3. Regularly monitor the progress of the project and its individual tasks. Identify and address any potential delays or roadblocks that could hinder the project's successful completion. 4. Facilitate effective communication between team members, project managers, stakeholders, and other relevant parties. Keep everyone informed about project updates, milestones, and changes. 5. Maintain accurate project documentation, including meeting minutes, status reports, and other relevant project-related records. 6. Identify potential risks and issues that may arise during the project and work with the project team to develop mitigation strategies. 7. Ensure that project deliverables meet the required quality standards and that project processes are followed consistently. 8. Engage with project stakeholders to understand their expectations and ensure their needs are addressed throughout the project lifecycle. 9. Prepare and present regular progress reports to project managers and stakeholders, highlighting key achievements, challenges, and upcoming milestones. 10. Provide administrative support to the project team, including organizing meetings, maintaining project schedules, and managing project-related documentation. 11. Identify areas for process improvement and implement best practices to enhance project management efficiency and effectiveness. Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Executive

  • Jul 2015 - Feb 2016

  Ahmedabad, Gujarat, India 1. Customer Assistance: Help customers with their inquiries, issues, and concerns and offer real-time assistance, answering questions, providing information, and guiding customers through various processes. 2. Responsible for resolving customer problems and technical issues 3. Troubleshoot problems and provide solutions, ensuring customer concerns are addressed efficiently. 4. Assist customers effectively and offer personalized recommendations. 5. Process orders for customers… Show more 1. Customer Assistance: Help customers with their inquiries, issues, and concerns and offer real-time assistance, answering questions, providing information, and guiding customers through various processes. 2. Responsible for resolving customer problems and technical issues 3. Troubleshoot problems and provide solutions, ensuring customer concerns are addressed efficiently. 4. Assist customers effectively and offer personalized recommendations. 5. Process orders for customers, helping them with product selection, order placement, tracking, and resolving any issues related to orders or deliveries. 6. In cases where customers encounter technical problems with products or services, offer technical assistance to troubleshoot and resolve these issues. 7. Handles customer complaints and works towards resolving issues to ensure customer satisfaction. 8. Listen to customers' grievances and provide appropriate solutions. 9. Educate customers about the products and services, guiding them on how to use them effectively and get the most out of them. 10. Engage in upselling and cross-selling by identifying customers' needs and recommending relevant products or services that may benefit them. 11. Add a human touch to customer interactions, making the experience more personal and engaging. 12. Gather feedback from customers, which is valuable for the company to improve its products, services, and overall customer experience. Show less



Etech Global Services

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Analyst

  • Nov 2012 - May 2015

  Infocity, Gandhinagar • Perform call monitoring and provide trend data, quality reports, and feedback to Director, Member Connect. • Review email responses to Members and provides trend data, quality reports, and feedback to Director, Member Connect. • Participates in design of call / email monitoring formats and quality standards. • Use quality monitoring data management system to compile and track performance at team and individual level. • Participates in Call Calibration programs to identify customer… Show more • Perform call monitoring and provide trend data, quality reports, and feedback to Director, Member Connect. • Review email responses to Members and provides trend data, quality reports, and feedback to Director, Member Connect. • Participates in design of call / email monitoring formats and quality standards. • Use quality monitoring data management system to compile and track performance at team and individual level. • Participates in Call Calibration programs to identify customer needs and expectations. • Provides actionable data to various internal support groups as needed. • Coordinates and facilitates call calibration sessions for call Center staff. • Perform other duties as assigned. Show less