Experience

Medall Healthcare Pvt Ltd

• India
• Hospitals and Health Care
• 100 - 200 Employee

• Manager Training & Development

  • Apr 2019 - Present



Vertex Customer Management India PVT. LTD.(An Altruist Group Company)

• India
• IT Services and IT Consulting
• 100 - 200 Employee

• Deputy Manager Training & Quality

  • Apr 2018 - Apr 2019

  Initiator – Effective leadership abilities to organize training sessionsAnalyzing business potential, implementing plan of actions to achieve desired targetsCoordinate with all other functions to ensure a smooth transition on day to day activitiesorganize and conduct leadership training for the improvement of employees and enhance their skills and enable them to fulfill their potential within the organizationPrepare and implement training budget & Training & Quality CalendarResponsible for the performance of Training & quality team & share updates related to training & quality internally & to the Clients on a regular basisActively participate and present all the internal and client reviews (WBR, MBR, QBR & YBR)Mapping client’s need, identifying improvement areas and implementing measures to maximize customer satisfaction levels

• Asst.Manager Training

  • Jul 2014 - Mar 2018

  Handled Team of Trainers & Sr. Trainers, training domain.Responsible for the performance of Training team, share day to day reports to corporate & Clients.Manage client escalation and resolve the same pertaining to Training.Conduct Facilitation/Leadership skills training to Team Managers & above periodically and share the efficacy to the management.Analyze and Execute the TNI training with the support from trainers.Prepare & Present MBR/QBR with Clients/Corporate with respect to TrainingSPOC for South Training MIS

• Executive – Training

  • Nov 2012 - Jun 2014

  Responsible for conducting Product & Process Training for new hires and Refresher training for the associatesFacilitating certification programsProviding regular coaching and feedback for the executives on floorConducting Job Knowledge Quizzes for all Executives & TLs to identify the process gapsIdentifying the Training Need Inputs based on the Job knowledge Test performance and the Inputs from quality teamPerforming analysis to Improve Training efficiencyParticipating in MBR from Training TeamSPOC for Training Team Completed the TTT program successfully by the Airtel, idea & Aviva



Allsec Technologies Limited

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Process Trainer

  • Nov 2010 - Nov 2012

  Responsibilities: Responsible for conducting Product & Process Training for new hires and Refresher training for the associates Facilitating certification programs Providing regular coaching and feedback for the executives on floor Conducting Job Knowledge Quizzes for all Executives & TLs to identify the process gaps Identifying the Training Need Inputs based on the Job knowledge Test performance and the Inputs from quality team Performing analysis to Improve Training efficiency Responsible for an unremitting improvement in the performance levels of Executives Achievements: Completed the TTT program successfully by the TATA DOCOMO Handled 10 Batches Handled team of new agents post certification for 1 month for all batches (Handholding/Nesting period) Being a mentor for new trainers to ensure schedule adherence and responsible for their trainer observation scores



Sri Nandhanam Polytechnic College

• Lecturer

  • Apr 2010 - Oct 2010

  Responsibilities: Handled Class for second year Electrical and Electronics Engineering students Handled Machines Lab & Wiring Lab Achievements 100% Result provided in Lab Practical Board Examination 93% Result produced in Theory paper in Board Examination Responsibilities: Handled Class for second year Electrical and Electronics Engineering students Handled Machines Lab & Wiring Lab Achievements 100% Result provided in Lab Practical Board Examination 93% Result produced in Theory paper in Board Examination



HGS - Hinduja Global Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Process Trainer

  • Dec 2007 - Mar 2010

  Responsibilities:Responsible for conducting Product & Process Training for new hires and Refresher training for the associatesFacilitating certification programsProviding regular coaching and feedback for the executives on floorConducting Job Knowledge Quizzes for all Executives & TLs to identify the process gapsIdentifying the Training Need Inputs based on the Job knowledge Test performance and the Inputs from quality teamPerforming analysis to Improve Training efficiencyResponsible for an unremitting improvement in the performance levels of ExecutivesAchievements:Completed the TTT program successfully by the AirtelHandled 28 BatchesHandled team of new agents post certification for 1 month for all batches (Handholding/Nesting period)Customer Relations Officer with HGSL 2005 December – 2007 NovemberResponsibilities:Liable for all process KPIsHandling escalations & normal queue callsRendering floor support to new and experienced agentsAttending team briefing sessions in daily basisBeen in voice process Achievements:Being a part of escalation teamBeing an SME for new certified associates

• Customer Relations Officer

  • Dec 2005 - Nov 2007

  Handling in-bound calls for prepaid, client as Bharti Teleservices Ltd., (Airtel)Provide solutions to customer’s queries regarding client’s products and servicesHandling escalations & normal queue callsRendering floor support to new and experienced agentsAttending team briefing sessions on daily basis in voice process



Magus Customer Dialog Pvt Ltd

• Outsourcing/Offshoring
• 1 - 100 Employee

• Customer Dialog Executive with Magus Customer Dialogue (P) Ltd

  • Mar 2005 - Sep 2005

  Responsibilities: Handling in-bound calls for prepaid, client as Bharti Teleservices Ltd., (Airtel) Provide solutions to customer’s queries regarding client’s products and services Handling escalations & normal queue calls Rendering floor support to new and experienced agents Attending team briefing sessions on daily basis in voice process Responsibilities: Handling in-bound calls for prepaid, client as Bharti Teleservices Ltd., (Airtel) Provide solutions to customer’s queries regarding client’s products and services Handling escalations & normal queue calls Rendering floor support to new and experienced agents Attending team briefing sessions on daily basis in voice process



PAP INFO SYSTEM

• Tiruppatur, Tamil Nadu, India

• Customer Support Engineer

  • Feb 2002 - Feb 2005

  Responsibilities: Testing & Troubleshooting of Electrical Drives & control of Hardware Problems Assembling personal computer Responsibilities: Testing & Troubleshooting of Electrical Drives & control of Hardware Problems Assembling personal computer